Refund policy

Refund & Returns Policy

We want you to love your print! As each print is made to order, we do not accept returns or offer refunds for change of mind. Please read the below policy before making your purchase.

Change of Size

Please ensure you carefully review all sizing information listed in the product description before placing your order. If you’re unsure which size will suit your space, feel free to reach out prior to purchasing.

If you've accidentally ordered the wrong size, we may be able to help.

  • Contact us within 14 days of receiving your order.
  • Return the print in its original condition and packaging.
  • Once we've received it, you can purchase the correct size at a discounted exchange rate (or pay the difference if sizing up).
  • Customers are responsible for return postage and the cost of shipping the replacement print.

**Please note that personalised or custom prints cannot be exchanged unless they arrive damaged or faulty.**

Damaged or incorrect orders

If your print arrives damaged, faulty, or you've received the wrong item, please contact us within 7 days of delivery with photos. We'll organise a replacement or refund at no cost to you.

Personalised & Custom Items

Due to the nature of made-to-order and personalised prints, we do not offer refunds or exchanges on customised or personalised items. This includes name prints, date prints, custom colour changes, or any design that has been modified specifically for your order.

Returns

We offer a 7-day return window from the date your order is delivered.

To be eligible for a return:

  • You must contact us within 7 days of delivery at info@hellomacky.com.au

  • The item must be unused and in original condition

  • The item must be returned in its original packaging

  • Proof of purchase is required

  • Return postage costs are the responsibility of the customer

  • We recommend using a tracked postal service, as we are not responsible for lost return parcels

Returns sent without prior approval will not be accepted.

Once your return has been received and inspected, refunds will be processed within 7 business days to your original payment method.

Sale Items

Sale items are final and cannot be returned or exchanged.

Damaged or Incorrect Orders

We take great care in packaging your prints to ensure they arrive safely. However, if your item arrives damaged or you receive the incorrect item, please email us at info@hellomacky.com.au within 7 days of delivery, including clear photographs of the item, the packaging, and the damage or issue. We will assess the situation and organise a replacement where appropriate.

If you have any questions before purchasing, please don’t hesitate to reach out 🤍

Elyse
Hello Macky Studios