Shipping and Return Policy
Effective date: 01 January 2019
The Shipping Policy and Return Policy are part of the Terms and Conditions of SkyReefPhoto.
Please refer to our Terms and Conditions for terminology and more details.
Shipping and Delivery of Online Orders
1. Delivery Fees
SkyReefPhoto is delivering printed products to any location in Australia for a flat rate of AU$14.95. We can also deliver to a PO Box, if the ordered product is not bigger than 1m x 1m in size.
In addition, it is possible to collect your product in Townsville.
Shipping is only available within Australia. SkyReefPhoto does not ship any physical products internationally. Downloadable products require no delivery fee and are available worldwide.
You acknowledge and agree that we are not liable for any cost or expense that you incur as a result of postage or import taxes, if any.
2. Delivery Times
Once your order has been payed, we will process your details and place an order with our printing manufacturers. As all orders are produced upon request, the typical delivery time varies between seven (7) and twelve (12) business days. If there are any unexpected delays, we will try to send you an e-mail to notify you.
3. Delivery Location
All our couriers have “Authority to leave”. This means, they may leave the item in a safe place. If they do not think it is safe to leave an item, they will leave a calling card, and either deliver your order to the closest post office, or ask you to call then to arrange a suitable delivery date and time.
If you think you will not be home and your post box or address is not secure, please consider sending the delivery directly to a post office. For more information, please refer to Australia Post.
4. Put a Delivery on Hold
If you think you might not be at available to receive your product you can notify us immediately after placing your order. We will place your order ON HOLD. This is only possible before your order has been dispatched. When you are ready, you will need to contact us again, to ask us to move your order into PRODUCTION. Delivery lead times only commence once an order moves in Production.
5. Delivery Tracking and Insurance
All sent products are insured and trackable once dispatched.
Please ensure you provide the correct delivery address as goods which are returned as undeliverable will incur a AU$20 re-dispatch fee. If you provide a wrong delivery address and the goods are not returned to us you will need to place a new order. In this case, charges of the original order are non-refundable.
Freight charges are under no circumstances refundable.
As we utilise third party courier companies to deliver your order we cannot be held responsible for any damages, extended delivery time or loss to products. We will pursue the delivery service and lodge a formal investigation if your package has not arrived within the online tracking time frame. We will ensure all avenues and effort is made to the best of our ability to find and deliver your products, however no refund or compensation will be made. It is our sole discretion whether to provide a replacement product.
6. Prices and Specifications
Prices, specifications, availability, coupon codes and terms of offers may change without notice. Despite our best efforts and proof reading, pricing or typography errors may occur. Correct pricing is validated and confirmed at the time your order is placed and processed.
All prices are given in Australian Dollars (AU$).
Cancellation and Return Policy of Online Orders
1. Cancellation Policy
Unless there are prevailing exceptional circumstances, once an order has been placed and lodged with our printing Manufacturer, cancellations will incur a fee of up to 100% of payments made.
1. What can be Returned or Replaced?
Only physical products, such as canvas prints, may be returned or replaced. Downloadable products are exempt from any return or replacement.
The utmost care is taken with all orders and each is dealt with on a case by case basis. Sometimes however, accidents or errors may occur. SkyReefPhoto must be notified of faulty, damaged, incorrect or missing products as soon as possible following your order being delivered, but no later than fourteen (14) days after delivery. If you are in any way unsatisfied with your purchase from SkyReefPhoto, please contact us immediately and include a photo with a brief description of the issue. A replacement may be issued only upon confirmation by the Manufacturer team and only as defined below.
2. Replacement of Physical Products
As our products are highly personalised and printed to order, we can only offer a replacement or credit in the following circumstances:
- Replacement – Manufacturing defect
- Replacement – Item lost in transit
- Replacement – Shipping damage
- Credit – SkyReefPhoto or Manufacturer IT system error
- Credit – Customer Service or Designer error
You have the right to ask for a replacement or refund under Australian Consumer Law for products and services. However, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
Under Australian Law, we only offer a monetary refund if you experience a major problem with the product, which is defined as:
- it has a problem that would have stopped someone from buying it if they’d known about it
- it is unsafe
- it is significantly different from the sample or description
- it doesn’t do what the business said it would, or what you asked for and can’t easily be fixed.
Under Australian Consumer Law, you may seek compensation for damages and losses you suffer due to a problem with a product if we could have reasonably foreseen the problem. This is in addition to your replacement or refund. We are not required to pay for damages or losses that:
- are not caused by our conduct, or our products
- relate to something independent of our business, after the goods leave our control