Returns and Refunds Policy

Every Place and Keep artwork is created especially for you from the photograph you provide. Because each piece is personalised and created specifically for your order, our returns and refunds policy is a little different from that of a standard retail product.

Change of mind

Because our artworks are personalised and cannot be resold, we do not accept returns, exchanges or refunds for change of mind.

This includes changing your mind about the photograph, artwork, frame or other options selected when placing your order.

Please carefully review your order details before completing your purchase.

Cancelling an order

If you need to cancel your order, please contact us as soon as possible at hello@placeandkeep.com.au.

If work on your artwork has not yet begun, we may be able to cancel your order and provide a full refund.

Once creation of your custom artwork has begun, your order cannot usually be cancelled or refunded because work has already commenced on a piece created specifically for you.

Artwork approval

Before your artwork is printed and framed, you can opt in for us to send you a digital proof to review.

This is your opportunity to check your artwork and let us know if any reasonable adjustments are required.

Please carefully review the artwork, including the composition and any personalised details, before approving it.

Once you approve your artwork, it will move into printing and production. Changes, cancellations and refunds for change of mind cannot be provided after this point.

The nature of custom artwork

Place and Keep artworks are artistic interpretations of the photograph you provide rather than exact photographic reproductions.

Small differences in colour, detail, texture and composition are a natural part of the watercolour illustration process and are part of what makes each piece unique.

Colours may also appear slightly different between your digital proof and the finished print due to differences between screens, printing processes, paper and lighting.

These normal variations are not considered faults.

Damaged, faulty or incorrect orders

We take great care when printing, framing and packaging every Place and Keep order.

If your order arrives damaged, faulty, incorrectly produced or significantly different from your approved artwork or order details, please contact us at hello@placeandkeep.com.au.

Where possible, please contact us within 7 days of receiving your order and include:

• your order number
• a description of the issue
• clear photographs of the artwork or frame
• photographs of the packaging if the item was damaged during delivery

We will review the issue and, where appropriate, arrange a replacement, repair, reprint, refund or another suitable solution.

You may be asked to retain the damaged item and packaging while we investigate the issue with the delivery provider.

Incorrect information or photographs supplied by the customer

Customers are responsible for providing the correct photograph and order information.

We cannot provide a refund or replacement where an issue results from incorrect information supplied by the customer, an unsuitable photograph, or an option incorrectly selected during checkout, unless otherwise required by law.

If we believe the photograph supplied is not suitable for creating a quality artwork, we may contact you and request another photograph before beginning your artwork.

Gifts

The same returns and refunds conditions apply to artworks purchased as gifts.

Because each artwork has been created specifically for the original order, personalised artworks cannot be returned or exchanged because the recipient changes their mind.

If a gifted artwork arrives damaged, faulty or incorrect, please contact us and we will help resolve the issue.

Australian Consumer Law

Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.

Our products and services come with consumer guarantees that cannot be excluded under Australian law. If a product or service fails to meet an applicable consumer guarantee, you may be entitled to a remedy such as a repair, replacement or refund depending on the circumstances.

Need help?

We want you to feel confident ordering something meaningful.

If you have a question about your photograph, artwork or order before purchasing, please contact us at:

hello@placeandkeep.com.au