Return and Refund Policy

Returns and Refund Policy

This Refund Policy ("Policy") applies to all purchases available through Austin Bloom

General

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy"). Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order. Transparency is key, and we are here to help if something is not quite right at hello@austinbloom.com.au.

Change of Mind

Each piece is custom printed and framed to order based on your selected size and frame, which means we’re unable to accept returns, exchanges, or make changes to your order after 24 hours. All sales are final.

Any shipping costs incurred will not be applied to the credit/exchange and the cost of returning the goods will be paid the customer. We recommend using a trackable or signed-for delivery service such as registered post, as we cannot provide a credit or exchange until the item has been received. We cannot offer refunds for items which have incurred a shipping delay.

Incorrect Items

If you have received your online order and the contents don’t match what you ordered, please contact us at hello@austinbloom.com. Include your name and order number in the message.

Faulty Items

Faulty or incorrect items will be refunded or exchanged; please contact us at hello@austinbloom.com within 7 working days of receiving your order. Goods are classified as faulty if they are faulty on receipt. Please note items damaged as a result of normal wear and tear are not considered faulty. Austin Bloom reserves the right to inspect items. See Lost or Damaged Goods below.

Buy-Now-Pay-Later Purchases

If you have purchased using Afterpay and your return qualifies for a refund, you will be credited back through your chosen platform. If your return requires a credit voucher you will continue to make payments until the item is paid for and we will issue you a credit voucher as usual when we receive the return

Australian Consumer Law

Under the Australian Consumer Law:

(i) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value.

(ii) You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission http://www.accc.gov.au.

If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law ) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law ) then you may still be entitled to have the goods repaired or replaced.

Cancellation and Change of Mind

We provide a 7-day change of mind policy for selected products, but we are not required to provide a refund or replacement if you change your mind.

Lost or damaged goods

If goods are damaged upon delivery; please contact us at hello@austinbloom.com.au within 7 working days of receiving your order so we can investigate the surrounding circumstances. Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product. We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of receiving the product.

If your shipment is lost in transit, we will make all reasonable attempts to assist with the location of your order, and assist with the re-delivery and return of items not received. Once the item has been processed through our third party vendor for dispatch, all lost/damaged packages must be reviewed and communicated via the vendor, with our assistance.

Shipping Costs for Returns

In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law , we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.

If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law ) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law ), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

Response Time

We aim to process any requests for repairs, replacements or refunds within 3 business days of receipt.

How to Return Products

You can contact us at hello@austinbloom.com.au to discuss a return using the information. Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase. To be eligible for a refund, repair or replacement, you must provide proof of purchase. You may be required to provide a government issued identification to qualify for a refund, repair or replacement.

Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at hello@austinbloom.com.au.