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Returns Policy

Grain & Weave stands behind the quality of its products and service and adheres to ACL (Australian Consumer Law).

This applies to products that have:

  • Been damaged during delivery

  • Do not match the purpose as described or are as not described in the product description

  • Been delivered incorrectly (e.g. not as you ordered)

If you are reasonably dissatisfied with the condition of your wall art due to any of the above, please contact us using the appropriate form at the bottom of this page within 14 days of receipt of your product. Where applicable, we will arrange a direct replacement. We may require a return of the goods to us before actioning a replacement.

Not covered in this policy.

Our products are made using high quality materials and craftsmanship, however certain circumstances fall outside of our control.
We cannot be responsible for:

  • Change of mind

  • Delayed delivery of physical products

  • Damage to products after they have been received

Should your products become damaged or severely delayed during delivery, please contact us using the appropriate form at the bottom of this page.

Digital Goods

Due to the nature of digital goods, they cannot be returned and therefore we cannot offer refunds for:

  • Downloaded digital images

  • Change of mind

All incoming calls will be referred to the form below:

Unresolved sessions (incomplete orders)

In the event that a customer is not able to complete their order within the given time frame (during the online image design consultation) we will keep hold of the images as long as is required, providing:

  1. There is ongoing dialogue between the customer and Grain & Weave

  2. There is a time-frame agreed upon at which the order will be resolved

If none of the above conditions have been met, (for example, we have no recorded reply from the customer) we will attempt to contact the customer a minimum of three more times via a combination of email, phone or SMS using the details we have on file, after which we will notify the client of ‘removal of images’ (see below).

Removal of images policy

As a welcome bonus to our customers, we keep all ordered images on our servers for the life of the company, which protects them against loss or the need to reprint.

Any images that have not been ordered will be removed and stored on a temporary drive, which will be overwritten periodically as the need arises.

In the event of no order being placed, we will notify the customer at least 7 days before the following:

  1. We will select the images to the value of the package inclusion (for example, $295 package includes 5 DIGI-ART)

  2. We will upload the images and send via link with a download code

  3. The session will be closed and no further opportunity to use package credit will be available

  4. No refunds or change of mind will be available after this event

Things happen sometimes, please use the form below to let us know if there’s an issue with your product.

We will contact you as soon as we can, please allow us time to respond.