Refund policy

REFUND, RETURN & EXCHANGE POLICY – PHOTOBRICK AUSTRALIA

Last updated: September 2026

OVERVIEW

This Refund, Return & Exchange Policy applies to purchases made from Photobrick Pty Ltd (ABN 69 632 188 071), trading as Photobrick Australia ("Photobrick", "we", "us" or "our").

We want you to be happy with your Photobrick. Because our products are personalised and created specifically from each customer's photograph, different return conditions apply to personalised products.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL).

1. 14-DAY RETURN POLICY

You have 14 days from the date you receive your order to request an eligible return.

For a change-of-mind return to be eligible:

• the Photobrick kit must be unopened and unused;
• the kit must not have been assembled or partially assembled;
• the bricks, baseplates, instructions, frame and any other supplied components must be in their original condition;
• all components supplied with the order must be returned;
• the product must be in its original packaging; and
• you must provide your order number or other proof of purchase.

Once a Photobrick kit has been opened and assembly has commenced, we generally cannot accept a change-of-mind return because the product is personalised for you and cannot reasonably be resold.

This change-of-mind policy does not affect your rights under the Australian Consumer Law if the product is faulty, damaged, incorrect or otherwise fails to comply with an applicable consumer guarantee.

2. HOW TO REQUEST A RETURN

Before returning any product, please contact us at:

info@photobrick.com.au

Please include:

• your full name;
• order number;
• reason for the return; and
• photographs where relevant.

Returns must be approved by Photobrick before being sent back.

Once your return has been approved, we will provide instructions for returning your order.

Unless we provide different instructions, approved returns should be sent to:

Photobrick Pty Ltd
141 Chesterville Road
Moorabbin VIC 3189
Australia

Please do not send an item back without first contacting us.

Unauthorised returns may experience delays in processing.

3. RETURN SHIPPING COSTS

For an approved change-of-mind return, the customer is responsible for arranging and paying the cost of returning the Photobrick kit to our warehouse.

We recommend using a tracked shipping service and keeping your tracking information until your return has been processed.

The customer is responsible for ensuring the returned product is appropriately packaged for transport.

Original shipping charges are generally not refundable for a change-of-mind return, except where required by law.

If the return relates to a faulty, damaged, incorrect or otherwise non-compliant product, return shipping costs and the appropriate remedy will be handled in accordance with the Australian Consumer Law.

4. PERSONALISED PRODUCTS

Photobrick products are personalised products created specifically from photographs supplied by our customers.

Because a personalised Photobrick cannot generally be resold to another customer, we do not generally accept change-of-mind returns once:

• the kit has been opened;
• assembly has commenced;
• bricks or components have been used; or
• the product is otherwise no longer in its original condition.

However, if your personalised Photobrick remains unopened, unused and unassembled, you may request a return within 14 days of receiving it, subject to the conditions in this policy.

Personalisation does not remove any rights you have under the Australian Consumer Law in relation to faulty, damaged, incorrect or otherwise non-compliant goods.

5. DESIGN OR PHOTO EXCHANGE BEFORE ASSEMBLY

If you receive your Photobrick and decide that you would prefer a different photograph or design, please contact us BEFORE opening or beginning assembly of the kit.

Where reasonably possible, we may offer a design or photo exchange.

This may involve creating a new Photobrick design based on:

• a different photograph;
• an alternative crop;
• a revised background; or
• another agreed design adjustment.

Any design or photo exchange is subject to approval by Photobrick and may depend on the condition of the original kit and the changes required.

Additional charges may apply where the new design requires:

• additional bricks;
• different colours;
• replacement components;
• a larger size;
• a new frame;
• additional production; or
• additional shipping.

If the original kit needs to be returned as part of a voluntary design or photo exchange, the customer is responsible for the return shipping cost unless we agree otherwise.

Once assembly of the original Photobrick has commenced, we generally cannot offer a voluntary design or photo exchange.

This section applies to voluntary design changes and does not limit your rights where there is a fault or error for which Photobrick is responsible.

6. DESIGN APPROVAL

Where we provide a digital preview before production, customers should carefully review the preview before approving the design.

Please check:

• photograph selection;
• crop;
• positioning;
• background;
• colours;
• overall composition; and
• selected size.

Once a preview has been approved, we will produce the Photobrick based on that approved design.

A change of preference after approving a design is generally considered a change of mind rather than a product defect.

However, if the physical product materially differs from the approved design or otherwise fails to comply with an applicable consumer guarantee, please contact us so we can assess the issue.

7. COLOUR AND IMAGE VARIATIONS

Photobrick converts photographs into brick-based mosaic artwork using a defined range of physical brick colours.

Some variation between:

• the original photograph;
• the digital preview;
• colours displayed on a computer or mobile screen; and
• the finished physical Photobrick

is normal.

Screens display colours differently depending on brightness, calibration, device type and display settings.

The Photobrick design is also an artistic brick-based interpretation of the original photograph and cannot reproduce every photographic detail or colour exactly.

Reasonable variations of this nature are not necessarily product defects.

Your rights under the Australian Consumer Law remain unaffected.

8. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order when you receive it.

If your product is:

• damaged;
• defective;
• incorrect;
• materially different from what you ordered; or
• otherwise appears to have a problem,

please contact us as soon as reasonably practicable at:

info@photobrick.com.au

Please include:

• your order number;
• a description of the issue;
• photographs of the affected product;
• photographs of the packaging where relevant; and
• any other information reasonably required to assess the issue.

We will review the issue and provide an appropriate remedy in accordance with the Australian Consumer Law.

9. MISSING BRICKS OR COMPONENTS

If your Photobrick is missing bricks or another component, you do not need to return the entire kit unless we specifically ask you to do so.

Please contact:

info@photobrick.com.au

and provide:

• your order number;
• details of the missing bricks or components;
• colour or quantity where known; and
• photographs where helpful.

Where we confirm that required components were missing from your order, we will arrange an appropriate remedy, which may include sending the missing components.

10. DAMAGED OR MISSING FRAMES

If an aluminium frame arrives damaged or is missing from your order, please contact us.

Please note that Photobrick kits and aluminium frames may occasionally be shipped separately.

Before reporting a frame as missing, please check any tracking information provided to determine whether your order was dispatched in multiple packages.

If a frame has genuinely been omitted or arrives damaged, we will assess the issue and provide an appropriate remedy in accordance with applicable law.

11. EXCHANGES

For eligible unopened and unused products, please contact us before returning the item if you would like an exchange.

Depending on the circumstances, we may be able to arrange:

• a different design;
• a different photograph;
• another product size;
• replacement components; or
• another suitable solution.

Any difference in product price, production cost or shipping may be payable by the customer for a voluntary exchange.

If an exchange is required because the original product is faulty, damaged, incorrect or otherwise fails to comply with an applicable consumer guarantee, your rights under the Australian Consumer Law will apply.

12. CHANGE OF SIZE

If you would like to change your Photobrick to another size, contact us as soon as possible.

If the request is made before production, we may be able to change the order subject to availability and payment of any price difference.

After the product has been produced or delivered, a voluntary size change may require:

• return of the unopened original kit;
• payment of any price difference;
• additional production charges; and/or
• additional shipping costs.

Once assembly has commenced, a voluntary size exchange will generally not be available.

13. NON-RETURNABLE CHANGE-OF-MIND ITEMS

We generally cannot accept change-of-mind returns for:

• Photobrick kits that have been opened;
• Photobrick kits that have been assembled or partially assembled;
• used bricks or baseplates;
• personalised products that are no longer in their original condition;
• products damaged after delivery through misuse or improper handling;
• gift cards; or
• items specifically identified as final sale where permitted by law.

These exclusions do not apply where you have a right to a remedy under the Australian Consumer Law.

14. SALE AND PROMOTIONAL ITEMS

Unless otherwise stated, an eligible product purchased during a promotion or at a discounted price remains subject to this policy.

However, change-of-mind returns for products specifically identified as "final sale" may not be available where permitted by law.

Sale or promotional status does not affect rights that cannot be excluded under the Australian Consumer Law.

15. REFUND PROCESS

Once an eligible return has been received, we will inspect the product and notify you of the outcome.

If your refund is approved, it will generally be issued to your original payment method.

Please allow up to 10 business days after approval for us to process the refund.

Your bank, credit card provider or payment provider may require additional time to display the refund in your account.

If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, please contact:

info@photobrick.com.au

16. CONDITION OF RETURNED PRODUCTS

For a change-of-mind return, we reserve the right to inspect the returned product before approving a refund.

The product must meet the eligibility requirements described in this policy.

If a returned Photobrick:

• has been opened;
• has been assembled or partially assembled;
• has missing components;
• has been used;
• has been damaged after delivery; or
• is otherwise not in its original condition,

we may decline a change-of-mind refund where permitted by law.

This does not affect remedies available for products that fail to comply with the Australian Consumer Law.

17. ORIGINAL SHIPPING CHARGES

For change-of-mind returns, original shipping charges are generally non-refundable.

The customer is also responsible for return shipping costs.

Where a refund, replacement or other remedy is required because of a product failure covered by the Australian Consumer Law, shipping costs will be handled in accordance with our legal obligations.

18. REFUNDS BEFORE DISPATCH

If you wish to cancel an order before dispatch, please contact us as soon as possible.

Because Photobrick products are personalised, whether an order can be cancelled will depend on the stage of production.

If design or production has not commenced, we will make reasonable efforts to accommodate the cancellation.

If personalised production has already commenced, a change-of-mind cancellation may not be available or reasonable costs already incurred may apply.

Any rights available under applicable law remain unaffected.

19. EUROPEAN UNION ORDERS

Where applicable mandatory consumer laws provide additional cancellation or withdrawal rights, those rights will apply.

However, statutory cooling-off or withdrawal rights may contain exceptions for goods made to the consumer's specifications or clearly personalised.

Because Photobrick products are generally made from a photograph selected and supplied by the customer, personalised Photobrick products may fall within such an exception where applicable.

Nothing in this section is intended to remove any mandatory right that applies to a particular customer or transaction.

20. AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

For a major failure, you may be entitled to reject the goods and choose a refund or replacement, and you may also be entitled to compensation for reasonably foreseeable loss or damage.

For a failure that is not major, we may be entitled to provide an appropriate remedy within a reasonable time, consistent with the Australian Consumer Law.

Nothing in this Refund, Return & Exchange Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

21. CONTACT US

For returns, refunds, exchanges, damaged products, missing components or questions about this policy, please contact:

Photobrick Pty Ltd
Trading as Photobrick Australia

ABN: 69 632 188 071

Returns / Business Address:
141 Chesterville Road
Moorabbin VIC 3189
Australia

Email:
info@photobrick.com.au

Website:
photobrick.com.au

Please include your order number when contacting us about an existing order.