Terms & Conditions.
Satisfaction:
We aim for 100% satisfaction 100% of the time.
In the rare event there are any issues with your order please contact us within 14 days of receiving. If you have any questions or concerns about your order, please get in touch with us. We are real people & we are here to help!
Proofs & Previews:
We want you to love your pieces for years to come - That’s why for website orders, we will always send you a digital preview of your pieces showing the cropping, shape & finish of your pieces, so that you can check and confirm everything is perfect before we go ahead.
We will always check over what you send us and if something doesn’t appear to look right we will let you know. Once you approve the preview / proof we can’t take responsibility for mistakes that are in your artwork or photograph.
Returns & Exchanges:
Items are eligible for replacement where: We are notified of an issue within 14 days of receipt & if requested, products are returned to us within 14 days of our request, where;
There has been damage in transit
An error has been made by us
In these cases, items shall be reproduced in full with no changes to the original order, with errors corrected / without damage, so that the original order is fulfilled correctly. Alterations or variations to the original artwork or order cannot be made. Damage or production errors are not grounds for a refund, credit, partial credit or discount.
Items are not eligible for replacement where the customer;
changes their mind
decides they have no use for the goods
experiences delivery delays outside of our control
damages the goods by not handling or hanging per our product care & hanging guide
Has made an error in their instructions to us
Decides they don’t like the pieces for some reason
Exchanges of sizes, shapes or products are not a problem prior to production or at proof/preview stage. As all goods are custom made to order, exchanges after production are not possible.
Refunds are not a problem prior to production or at proof/preview stage if you decide you do not want to proceed with your order. As all goods are custom made to order, refunds after production are not possible.
Shipping & Timings:
We aim to have standard shipping orders with you within 2 weeks / 10 business days. For EXPRESS orders, this will be faster. If you require your items for a certain date, let us know in the order notes at time of purchase.
This may vary during busy or peak periods (Sale periods + Mother’s Day, Father’s Day, Valentine’s Day, Christmas). Timings & cutoff dates for these periods twill be specified on our website. If you are wanting your order for a specific date or in a hurry, please select EXPRESS shipping to ensure your pieces are with you ASAP.
To ensure you are 100% happy with your order, for website orders, we do not start producing until you have checked & approved your artwork proof that is emailed to you.
Alterations or changes on your order or delays in approving your previews may add time to production.
Once your order is shipped you will receive a link to track your order.
Print On Wood Australia are not responsible for postage/courier delays that occur after your order has left our care. (see delays in transit section below).
Product & Wood:
Given that wood is a natural product, grains, knots, blemishes, features & natural variation in colour and appearance will occur. These variations are part of wood’s natural beauty and are what make each piece one of a kind. These are not considered faults. We will always do our best to pick pieces of wood that best suit your images.
Size:
Given we are working with a natural product, you can expect that the finished size is within 3mm of the finished size on your order. Where orders contain multiple items (eg. business cards, invitations etc) - on these you can expect that there will be no more than 1mm difference between each card. Slight warping may occur on these thin wood products under 3mm thickness.
Colour:
As with any kind of printing - colours & resolution on your screen may look different to how they print. The ways colours appear on screen vary from device to device and will depend on your screen settings, brightness etc.
We use advanced colour matching technology to ensure our colour is accurate but since we are printing on a naturally coloured material, don’t expect perfect colour matching. As with any design, if your screen is not calibrated, expect variation between what you see on screen and true colour. If you are worried about whether you can achieve a certain colour printed on wood, ask for a sample! We can provide one for a small charge.
We are highly experienced in working in ISO-certfied colour accurate print environments. If you have any questions around colour for your job please contact us.
Errors:
While we strive for perfection 100% of the time, occasionally errors can occur. We accept full responsibility for any mistakes we make. If we think your design or photo will have issues, we will always let you know prior to production. If you feel that we have made a mistake, please let us know within 14 days of receiving your order so we can remedy it asap. We will happily offer you a replacement or full refund upon receipt of returned goods.
We can only replace the original piece with the same photograph or artwork. We can not provide a replacement with a different photo or artwork.
We cannot replace items that have already been used for their intended purpose or have been sold, given away or used commercially.
Damage in transit:
We package items carefully and with extensive experience about what works and what doesn’t. Sometimes extra packaging may be used to ensure your pieces arrive with you perfectly. In the rare event a piece is damaged in transit please notify us within 14 days of receiving and we will arrange a replacement urgently for you.
We will only replace the damaged piece and can not provide changes to artwork or changes to product due to a change of mind. Damage in transit is not grounds for any sort of credit refund or exchange.
Delays in transit:
Print On Wood Australia are not responsible for postage/courier delays that occur after your order has left our care.
We make it our responsibility to ensure your pieces have left our care in correct time to reach you in time per our delivery provider’s instructions. We are always cautious and aim to despatch prior to these deadlines where possible.
Provided that we have fulfilled this obligation, Print On Wood Australia are not responsible for items that do not reach you in time for a specific day, event or occasion. Freight delays do not constitute grounds for credit, refund or exchanges.
It is the client’s responsibility to order earlier or request delivery earlier than needed to allow for freight delays.
Intellectual Property:
Please ensure that you have full rights to use the images & artwork you supply to us. Please take note of any copyright laws relating to your image. By supplying images to us you agree that you own the image and that Print On Wood is released from any infringement claims.
Prohibited Content:
Print on Wood Australia reserve the right to decline to produce any content we determine is unsuitable. This includes any content that is explicit, unlawful, threatening, abusive, defamatory, invasive of privacy, vulgar, obscene, profane or which may harass or cause distress any person or contravene any law.
Retouching Photographs:
Where retouching or editing photos is requested by you, Print On Wood are not liable for any imperfections that arise due to retouching.
In some cases we may provide you with the option of extending or upscaling your images via the use of AI. This clever new technology uses computer learning to ‘fill in’ the missing data in images which allows us to achieve larger print sizes out of low resolution images. This can sometimes create imperfections & we will require you to very carefully check your preview images before printing. Print On Wood are not liable for any imperfections in your images due to AI extending & AI upscaling.
Hanging & Installing:
It is up to the purchaser / user to determine whether the wall or surface where you are mounting / hanging the product is suitable and whether removal of the product will cause any damage to the wall or surface.
Where hanging strips or hanging systems are provided, you must ensure you follow the guidance and step by step instructions given on our product care page.
Print On Wood Australia are not responsible for any loss, damage or consequential damage to either the pieces themselves or any surfaces arising from hanging or removal of pieces.
Where surfaces are incorrect, not prepared or cleaned properly or install has not been performed correctly, or the environment has characteristics such as high heat, high humidity, or strong direct light, in rare cases hanging strips may fail.
We are always happy to speak with you and help find solutions for these environments - however hanging is solely the client’s responsibility & Print On Wood are not responsible for hanging or liable for any damage to the pieces or other surfaces arising from hanging / installation.