Streets Imaging Refunds, Returns & Reprints Policy

Effective date: 1 January 2026
Business: Streets Imaging (Streets Photographics Pty Ltd ABN78 159 968 797) of 4/7 Anthony Street, West End 4101

Contact: service@streetsimaging.com.au (07) 3255 1130 www.streetsimaging.com.au

This policy explains how we handle refunds, returns, reprints and replacements for products and services supplied by Streets Imaging (“we”, “us”, “our”). It operates alongside our Terms & Conditions.

1) Your rights under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). If a product or service has a major problem, consumers may be entitled to choose a refund or replacement for goods (and have specific rights for services).
This policy does not limit those rights.

2) Change of mind

Because most of our products are custom-made / made-to-order, we do not offer refunds or exchanges for change of mind (e.g., ordering the wrong size, choosing the wrong product, or deciding you no longer want the item), unless we agree otherwise in writing.

3) Claims window

Please inspect your order promptly. Claims must be lodged within 14 days (2 weeks) of delivery or pickup, unless you can show reasonable extenuating circumstances.

4) What we generally do (reprint/replace first)

Because our work is made-to-order, and because reprints are often the fastest way to fix issues, our usual approach is:

  • Production defect / manufacturing fault: we will reprint/remake/replace the affected item(s) at no charge (and may request return for inspection).
  • Transit damage: we will usually reproduce and resend the affected item(s) at no charge and rush the replacement through production where reasonably possible.

Where the ACL requires a different remedy (including refunds in major failure scenarios), we will provide the appropriate ACL remedy.

5) Transit damage (what we need from you)

To assess and action a transit damage claim, you must email:

  • photos of the damage to the product, and
  • photos of the packaging (all sides, including any visible damage), and
  • your order reference and delivery address.

If replacement stock/materials are temporarily unavailable, replacement timing may be extended.

6) Missing parcels and Authority To Leave (ATL)

  • If we cannot verify delivery through carrier tracking/records, we will treat the parcel as missing and provide an appropriate remedy (usually replacement/resend).
  • If ATL was selected and delivery is verified, we will review the claim and decide a fair outcome based on the available evidence (including carrier records).

7) Colour, “not as expected”, and product characteristics

We strongly encourage test prints where colour outcome is critical. If results aren’t as expected, we’ll work with you to identify adjustments (file edits, proofing, test prints) to achieve the desired outcome.
Some variations are inherent to materials and processes (e.g., canvas weave variation, timber grain variation). Where an issue is claimed, we’ll assess it reasonably against expected product characteristics and the evidence provided.

8) Services (retouching/design, scanning, volume processing)

If a service we supply has a problem, ACL remedies apply depending on whether the issue is major or minor. For major service failures, consumers have rights that can include cancelling the service arrangement and seeking a refund for amounts paid (with allowances for work already done, where applicable).

9) Customer-supplied originals (mounting/framing/scanning)

For customer-owned prints/posters/artworks/film you supply (not produced by us), claims are handled in line with:

  • our Terms & Conditions provisions for Customer Originals, and
  • any in-person signed disclaimer you completed at intake.
    We will always act reasonably and in line with any non-excludable ACL rights.

10) Returns for inspection

We may require items to be returned for inspection before finalising a claim. If the item is confirmed faulty or damaged in transit, we’ll advise the return method and, where appropriate, cover reasonable return shipping. If the claim is not substantiated, return costs may be your responsibility.

11) Refund method and timing (when a refund applies)

If a refund is agreed or required by law, we will generally process it:

  • to the original payment method where possible, and
  • within a reasonable timeframe after the claim is confirmed and any required return/inspection is completed.

12) How to lodge a claim

Email service@streetsimaging.com.au with:

  • Order number / job reference
  • A clear description of the issue
  • Photos (and packaging photos for transit damage)
  • The outcome you’re requesting (replacement/reprint/rework/refund)