Refund policy
Returns & Refunds
Every Big Print Energy piece is made to order specifically for the artwork, size and finish selected at checkout. Because of this, we do not offer returns or exchanges for change of mind, incorrect size selection, incorrect finish selection, or where you decide the artwork is no longer suitable.
Please carefully review your artwork, size and finish before placing your order.
Damaged, Faulty or Incorrect Orders
If your order arrives damaged, faulty, incorrectly produced, or significantly different from what you ordered, please contact us as soon as possible at admin@bigprintenergy.com.au.
Where possible, please include:
- Your order number
- Clear photographs showing the issue
- A brief description of the problem
Contacting us promptly helps us resolve transit damage quickly, but your rights under Australian Consumer Law are not limited to a fixed number of days.
Where a product does not meet the consumer guarantees under Australian Consumer Law, we will provide the appropriate remedy. Depending on the circumstances, this may include repair, replacement or refund.
For a major problem, you may be entitled to choose between a replacement or refund. For a minor problem, we may repair or replace the product within a reasonable time.
Return Shipping for Faulty Products
If a product is confirmed to be faulty, damaged in transit or incorrectly supplied, Big Print Energy will cover or reimburse reasonable return shipping costs where a return is required.
Where an item is large, heavy or difficult to return, we will work with you to arrange an appropriate return or collection method.
Change of Mind
Because all Big Print Energy products are made to order, we do not accept returns, exchanges or refunds for:
- Change of mind
- Incorrect size selection
- Incorrect finish selection
- Ordering the wrong artwork
- Deciding the product no longer suits your space
This does not affect your rights where a product is faulty, damaged, misdescribed or otherwise does not meet the consumer guarantees under Australian Consumer Law. ACCC guidance confirms businesses generally don’t have to provide remedies where a customer simply changes their mind.
Order Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible.
Orders may be cancelled within 24 hours of purchase, provided production has not commenced.
Because all products are made to order, once production has begun we may be unable to cancel or modify the order.
Refund Processing
Approved refunds will be returned to the original payment method.
We aim to process approved refunds within 5–7 business days. Your bank or payment provider may require additional time before the funds appear in your account.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
Consumer guarantees apply automatically and may continue for a reasonable period depending on the product and circumstances.
Contact Us
For returns, damaged items or refund enquiries, contact:
Big Print Energy
Email: admin@bigprintenergy.com.au