Returns and damage

Australian Consumer Law

Frameout products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major problem, the customer is entitled to choose a refund or replacement. For a problem that is not major, Frameout may first provide a repair or replacement within a reasonable time

Damage, faults or an incorrect item

Contact orders@frameout.com.au as soon as reasonably possible with the order number and a description of the problem. Photographs of the frame, parcel and packaging will help Frameout assess delivery damage quickly. Please keep the product and packaging until the next step is confirmed

Frameout will review the issue and arrange the remedy required by law. Where a return is necessary for a confirmed fault, damage or incorrect item, Frameout will provide return instructions and cover the reasonable return cost

Change of mind and cancellation

Each frame is printed and assembled to order, so Frameout does not offer change-of-mind returns after production begins or after delivery. A cancellation or change may be requested before production starts, but it is not guaranteed once work on the order has begun. This change-of-mind position does not limit any right to a remedy for a faulty, damaged, unsafe or incorrectly supplied product