Refund policy
Refunds and returns
We stand behind our prints. Every piece is made to order, so we accept returns only where an item arrives damaged or defective, or is not the item you ordered. We do not accept returns or exchanges for change of mind.
Where we ship
We ship within Australia and to the United States.
If you are in Australia
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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
If you are in the United States
This policy sets out the remedies we offer. It is offered in addition to, and does not limit or replace, any rights you may have under the consumer protection laws of your state. Where the law of your state gives you greater rights than this policy provides, those rights apply. Orders delivered in the United States are printed and shipped within the United States. Full details are in our United States refund and returns policy.
Reporting a damaged, defective or incorrect item
Please inspect your order on arrival. Contact us within 14 days of delivery at matt@matthewphilip.com with photos of the damage or details of the error.
What happens next?
Once we have verified the fault, we will confirm the outcome by email. Where the failure is major, you may choose between a refund and a replacement print. For other faults we will send a replacement. If a return is required, we will provide the return address at that point. Please do not send anything back before we have confirmed the return.
Refunds are processed to your original payment method within 10 business days of approval. Your bank or card provider may take additional time to post it.
Cancelling an order
Because every print is made to order, an order can only be cancelled before it enters production. Email us as soon as possible and we will cancel and refund in full if printing has not yet begun.
Exchanges
We do not offer exchanges. Where an item is faulty, the remedies above apply.