Refund policy
Last updated: October 2025
1. Overview
At Antidote Imagery, every framed canvas print is created with care and attention to detail. We want you to love your purchase and be completely satisfied with your order.
This Refund & Return Policy outlines your rights under the Australian Consumer Law (ACL) and our commitment to fair and transparent service.
2. Change of Mind
Because each print is made to order, we do not offer refunds or exchanges for change of mind, incorrect size selection, or personal taste.
Please ensure you carefully check your order details — including size, image, and delivery address — before finalising your purchase.
3. Damaged or Faulty Items
If your item arrives damaged, defective, or incorrect, please contact us at info@antidoteimagery.com.au within 7 days of receiving your order.
We will request the following:
- Your order number;
- A clear description of the issue; and
- Photos showing the damage or fault (including the packaging if applicable).
Once verified, we will offer one of the following remedies at no cost to you:
- Replacement of the item; or
- A full refund, including shipping costs (if applicable).
We will cover return shipping for approved faulty or incorrect products.
4. Australian Consumer Law Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits your statutory rights under the ACL.
5. Order Cancellations
Orders may only be cancelled if production has not yet begun.
Once printing or framing has started, cancellations cannot be accepted as each product is made specifically to your order.
If you need to cancel, please email info@antidoteimagery.com.au as soon as possible with your order number and details.
6. Return Conditions
If we approve a return, please ensure:
- The item is securely packaged in its original or similar protective packaging.
- The return is posted using a trackable service.
- You provide us with the tracking details.
We cannot be responsible for lost or damaged return parcels.
7. Processing Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 5–10 business days via your original payment method.
Please note that your bank or payment provider may take additional time to complete the refund.
8. Contact Us
If you have any questions about this policy, or wish to request a refund or return, please contact us at:
📧 info@antidoteimagery.com.au