What we stand behind — and how to reach us when something isn't right
Every Heirloom Print is handmade to order by our partner print and framers using archival-quality materials. We take quality seriously and stand behind everything we produce. This policy explains your rights and our process for resolving any concerns.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). These are statutory rights that exist regardless of any other terms in this document.
Under the ACL, you are entitled to:
These rights exist independently of our 100-year guarantee and cannot be excluded, limited, or modified by any other clause in these terms.
Each print is handmade specifically for you, to the exact specifications you select. For this reason, we are unable to offer returns or refunds where you have simply changed your mind, found a lower price elsewhere, or decided you no longer want the product.
This is consistent with the Australian Consumer Law, which does not require retailers to accept change-of-mind returns for custom-made goods. We encourage you to take care when selecting your print size, frame, and photograph before placing your order. If you have any questions before you order, we are glad to help — reach out to us at info@heirloomprints.com.au.
We take great care in production and packaging. If your print arrives damaged in transit, or if there is a production fault, we want to hear from you.
We will assess your concern and respond within 2 business days.
Where a product arrives damaged or is found to have a production fault, we will:
We ask that you retain the original packaging where possible, as this may be relevant to any freight insurance claim where damage occurred in transit.
Every Heirloom Print carries our 100-year archival quality guarantee against fading, significant colour shift, frame warping, and matting deterioration under normal indoor conditions.
To make a claim under the guarantee — whether shortly after purchase or years later — contact us at info@heirloomprints.com.au with:
We will assess all claims in good faith. Valid claims will result in replacement production at no charge.
Our prints are produced to the highest professional standards. However, some natural variation exists and is not considered a fault:
If you have specific colour requirements or concerns about your image before ordering, please contact us — we are happy to advise.
Related documents: Terms & Conditions Privacy Policy
If something isn't right, we want to know. Please reach out — we will respond promptly and work with you to find a resolution.
Heirloom Prints
The Munna Co Pty Ltd (ABN 14 660 483 581), trading as Heirloom Prints
Email: info@heirloomprints.com.au
Website: heirloomprints.com.au/returns
Response time: Within 2 business days
You also have the right to contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au, or your state or territory's fair trading office, if you feel your consumer rights have not been met.