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Returns and Refunds Policy

At Craig Burns Photography, we stand firmly behind the quality of our metallic glass prints. This policy sets out when and how returns and refunds are handled in accordance with the Australian Consumer Law (ACL).

 

1. Change-of-Mind Returns

We do not accept returns or offer refunds simply because you’ve changed your mind. Please choose carefully—once a print has shipped, only ACL consumer-guarantee issues qualify for return.

 

2. Your ACL Rights

Under the ACL, you are entitled to a remedy if a print is:

  • Faulty or damaged

  • Not of acceptable quality

  • Significantly different to its description or sample

If your print meets any of the above, you may request a return or replacement.

 

3. Return Window

All return requests must be lodged within 24 hours of you receiving the print. To be eligible, please:

  1. Email returns@craigburns.com.au within 24 hours.

  2. Include your order number, a brief description of the issue, and at least one clear photo of the fault.

 

4. Return Shipping

  • Valid ACL returns: we will provide a pre-paid return label.

  • Packaging: please reuse the original shipping materials and boxes for your return—additional packing materials will not be supplied.

  • Invalid returns (e.g. change-of-mind): you will be responsible for shipping costs, and no refund will be issued.

 

5. Inspection & Remedy

Once we receive your return, we will inspect it promptly.

 

If the return is approved, you can choose one of the following remedies:

  • Replacement print (must be the same print and size as your original order)

  • Full Refund of the purchase price (excluding original shipping fee)

Approved refunds will be processed back to your original payment method within 21-38 business days.

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If your return does not pass inspection (for example, due to damage not covered by the ACL), we will notify you, and you may choose to have the item returned to you at your cost or disposed of. In such cases, no refund or replacement will be issued.

 

6. Exclusions & Notes

  • Prints must be returned in their original packaging, unmounted from any framing or display hardware.

  • Custom-sized or special-edition prints follow the same ACL guarantees but are otherwise non-returnable for consumer-change reasons.

 

If you have any questions about your rights or how to initiate a return, please contact us at returns@craigburns.com.au

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