Refund & Returns Policy

Our “Make It Right” Guarantee

At Custom Canvas, we are proud of our Australian craftsmanship. We want you to love your art. However, as our products are custom-made to your specifications, we have specific guidelines regarding returns.

1. Faulty or Damaged Items (The “Major Failure” Rule)

Under Australian Consumer Law, you are entitled to a replacement or refund for a major failure with a product. If your canvas arrives damaged, the frame is broken, or the print has a clear manufacturing defect, we will fix it immediately.

How to claim:

1. Take clear photos of the damage (including the packaging if possible).
2. Email us at [email protected] within 48 hours of receiving the delivery.
3. We will assess the photos and arrange a replacement.

2. Change of Mind

Please choose carefully. Because every item is custom-printed specifically for you (size, frame, image), we do not offer refunds or exchanges for “change of mind” or if you simply decide the image doesn’t suit your wall.

3. User Error (Uploads)

We are not responsible for errors in the file you provide. This includes:

• Typos or spelling mistakes in custom text.
• Low-resolution images that look pixelated when blown up to large sizes.
• Poor lighting or blurriness in the original photo.
• “Cropping” issues where faces or details are cut off because the uploaded aspect ratio did not match the selected canvas size.

Note: Our team performs a manual quality check. If we spot a serious issue, we will try to contact you before printing, but the final responsibility for the image lies with the customer.

4. Colour Variations

As mentioned in our Terms of Service, slight differences in colour between your backlit screen and the physical canvas are standard in the printing industry. A slight shift in tone is not considered a manufacturing fault and is not eligible for a refund.