Refund policy

Last updated: 20 October 2026

Every print is made to order and checked by hand before it leaves us. If something isn't right, we want to fix it. Here's how returns and refunds work.

Damaged in transit or faulty

If your print arrives damaged, or there is a fault with it, please email us at jon@jonwrightphoto.com as soon as you can, with your order number and a few photos of the damage and the packaging. We will arrange a free replacement or a full refund, including shipping, whichever you prefer. Please keep the packaging until we have sorted it out, as the courier may need it for a claim.

Change of mind: 14 days

If you change your mind, you can return your print within 14 days of delivery for a refund, store credit or exchange, as long as:

• it is unused, undamaged and has not been hung or installed;
• it is returned in its original packaging, or packed just as securely;
• you include your order number or proof of purchase.

This applies to full-price and sale items. For change-of-mind returns, you pay the return shipping and original shipping is not refunded. Because prints can be damaged on the way back, we recommend a tracked and insured service. We can't refund a return that arrives damaged because of poor packing.

How to start a return

Email jon@jonwrightphoto.com with your order number and the reason for the return. We'll reply with the return address and next steps. Please don't send items back without contacting us first.

Refunds

Once we receive and inspect your return, we'll email to confirm. Approved refunds are made to your original payment method within 5 to 7 business days. Your bank or card provider may take a few more days to show it.

Items we can't accept for change of mind

• Custom-sized or commissioned prints made especially for you
• Gift cards
• Digital downloads
• Pre-order items, once payment has been made

These are still covered if they are faulty or damaged. For pre-orders, release and dispatch dates are shown in the product description.

Exchanges

If you'd like a different size, finish or image, follow the change-of-mind process above and we'll help you swap it. If there's a price difference, we'll charge or refund the difference.

Your rights under Australian Consumer Law

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 to 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 those rights.

Questions

Email jon@jonwrightphoto.com and we'll be happy to help.