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 may, at our discretion, accept change-of-mind returns for eligible metallic glass prints. Change-of-mind returns are not guaranteed and must be approved by us in writing before the item is sent back.

To request a change-of-mind return, you must email returns@craigburns.com.au within 24 hours of receiving your print. Your request must include your order number and clear photos confirming the print is unused, undamaged, and in its original packaging.

If a change-of-mind return is approved:

the print must be returned in its original packaging and condition
the customer is responsible for all return shipping costs
the original shipping charge is non-refundable
a restocking fee will apply

The restocking fee is equal to 50% of the normal full sale price of the returned item, excluding any sale price, promotional discount, bundle discount, coupon code, or other reduced-price offer.

The restocking fee will be deducted from the refund amount. If the amount paid for the item was less than the applicable restocking fee, due to a sale, promotion, discount, or other reduced-price offer, the difference must be paid before the return can be finalised and processed.

Approved change-of-mind returns that do not meet these conditions may be refused. Custom-sized, special-order, clearance, or final-sale items are not eligible for change-of-mind return.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

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:

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

5. Inspection & Remedy

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

For valid ACL returns, 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.

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.

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