Shipping & Returns Policy

At Custom Canvas, we take immense pride in our Australian craftsmanship and want you to love your custom art. Because our products are individually custom-made to your exact specifications, we operate under the following guidelines for deliveries, transit damage, and returns.

1. Delivery & Shipping Terms

Authority to Leave (ATL)

By placing an order with us, you authorise Custom Canvas and our courier partners to leave your parcel at your door or a safe place if no one is available to receive it, unless the courier determines that it would be unsafe to do so.

If you do not want your parcel left unattended, please explicitly request “Signature Required” in your order comments at checkout, or contact us directly before your order is dispatched.

Please note: Once a parcel is marked as delivered by the courier, we cannot provide a warranty, replacement, or insurance against missing, lost, or stolen items.

2. Faulty or Damaged Items (Australian Consumer Law)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. We understand that shipping fragile, custom items can sometimes result in transit issues. If your item arrives compromised, we will fix it immediately.

Damaged Goods Claims

If you receive a damaged item, please contact us within 48 hours of receiving the parcel so we can promptly lodge a claim with our courier network.

Please email [email protected] with the following details:

1. Your order number.
2. A brief description of the damage or defect.
3. Clear photos of the damage/defect (including the packaging if possible).

3. Change of Mind Policy

Please choose your options carefully before completing your purchase. Because every single item is custom-printed, framed, and manufactured specifically for you (tailored by your chosen dimensions, frame selection, and image), we do not offer refunds, returns, or exchanges for a change of mind, if you selected the incorrect size, or if you decide the image does not suit your wall.

4. Image Uploads & User Errors

We want your print to look spectacular, but the final responsibility for the uploaded file remains with the customer. Custom Canvas is not responsible for errors in the original file you provide, which includes:

• Typos or spelling mistakes in custom text.
• Low-resolution images that appear pixelated or blurry when enlarged.
• Poor lighting, under-exposure, or motion blur in the uploaded photo.
• Cropping issues caused by an aspect ratio mismatch between your photo and the selected canvas size.

Note: Our production team performs a manual quality check. If we spot a severe issue, we will attempt to contact you before printing, but we cannot guarantee every user error will be caught.

Colour Variations & Screen Calibration

We strive to match the colours of our frames, mats, and print products on our site to their real-life counterparts. However, slight colour variations can occur due to differences in device and backlit screen calibrations.

A slight shift in colour tone or brightness is not considered a manufacturing defect and is not eligible for a refund. If you believe there is a significant, unusual discrepancy, please send a photo to [email protected] so our team can assess it further.