Returns and refunds

How to start — every return begins with one email

Whatever the reason — change of mind, a fault, damage in transit, or the wrong print arriving — write tosupport@dunoradesign.com with your order number. That is the only step you need to take to startthe process.

We reply within one business day with everything you need: the return address, a prepaid label whereone applies, and what happens next.

Please do not post anything back before you hear from us. Returns that arrive unannounced takeconsiderably longer to process, and without a reference we sometimes cannot match a parcel to anorder at all.

The Love-Your-Wall Guarantee

If a print is not right for your wall, you have 30 days from delivery to send it back. This covers change ofmind — you do not need a reason, and nothing needs to be wrong with it.

Condition

Prints must come back unused, in their original packaging, and packed well enough to survive the trip.Damage caused in transit on the way back to us is not covered, so please pack carefully — the originalbox and corner protectors are the safest option.

Who pays for return postage

For change-of-mind returns, return postage is at your cost. We recommend a tracked service; withouttracking we cannot help if a parcel goes missing.

If a print arrives faulty, damaged or is not what you ordered, we pay the postage both ways and sendyou a prepaid return label. See below.

Refunds

Once your print arrives back with us and we have checked its condition, your refund is issued to theoriginal payment method within 5 business days. Your bank may take a few days more to show it.

Original shipping charges are not refunded on change-of-mind returns. If your order shipped free, theactual cost of that postage is deducted from the refund.

Damaged, faulty or wrong prints

Email support@dunoradesign.com within 7 days of delivery with your order number and a photo of theproblem. Please do not send anything back before you hear from us.

We will email you a prepaid return label. Post the print back with that label — it costs you nothing, andyou should never be out of pocket for postage on a faulty print at any stage. If we cannot issue a prepaidlabel to your area, send it by a tracked service and email us the receipt; we reimburse the postage in full.

As soon as the return is scanned into the postal network we dispatch your replacement, so you are notleft waiting on the round trip. If you would rather have a refund than a replacement, say so in your firstemail and we will refund you in full once the print reaches us.

Please keep the original packaging. It is the safest thing to send the print back in, and the carrieroccasionally asks to see it.

Custom commissions

Artwork commissioned to your brief is made for you specifically and is not covered by the 30-daychange-of-mind guarantee. It is still fully covered if it arrives faulty, damaged or does not match thebrief we agreed.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You areentitled to a replacement or refund for a major failure, and to compensation for any other reasonablyforeseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are notof acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. The 30-day guarantee above is something we offer in addition tothem.

Questions

support@dunoradesign.com — we answer within one business day.