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Refund Policy

Last updated: 04/04/2026

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1. Overview

This Refund & Returns Policy outlines how I handle returns, refunds, and replacements for purchases made through this website. I comply with the Australian Consumer Law (ACL), which guarantees your rights as a customer.

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2. Change of Mind

Because all prints and framed prints are made to order, I do not offer refunds or returns for change of mind.

Digital downloads are non‑refundable once delivered.

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3. Damaged, Incorrect, or Faulty Items

I will offer a replacement or refund if your order:

  • Arrives damaged

  • Contains the wrong item

  • Has a manufacturing defect

To request a replacement or refund, you must:

  • Contact me within 7 days of delivery

  • Provide your order number

  • Include clear photos of the issue (packaging + product)

Once assessed, I will confirm whether a replacement or refund will be issued.

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4. Lost or Delayed Orders

If your parcel is significantly delayed or appears lost:

  • I will assist in lodging an investigation with the courier

  • Replacements or refunds will be considered once the courier confirms the parcel is lost

Please note: I am not responsible for delays caused by postal or courier services, customs, or events outside our control.

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5. Colour & Print Variations

Due to differences in screen calibration, lighting, and printing processes:

  • Minor colour variations are not considered faults

  • Texture, grain, and paper characteristics may vary slightly between prints

These variations do not qualify for refunds or returns.

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6. Digital Downloads

Digital files are delivered instantly and cannot be returned.

Refunds are only provided if:

  • The file is corrupted or cannot be accessed

  • A technical issue on my end prevents delivery

You must notify me within 7 days of purchase.

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7. Order Cancellations

Orders may be cancelled only before production begins.

Once printing or framing has started, cancellations are not possible.

Digital download orders cannot be cancelled after purchase.

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8. Consumer Guarantees

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

You are entitled to a replacement or refund for major failures, and compensation for reasonably foreseeable loss or damage.

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9. How to Request a Refund or Replacement

To lodge a request, contact:

Email: matt@unearthedbymatt.au Include:

  • Your full name

  • Order number

  • Description of the issue

  • Photos (if applicable)

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I aim to respond within 2–3 business days.

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