Refund policy

Your rights under Australian Consumer Law

Nothing in this policy limits or replaces your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

Everything below is in addition to those rights, not instead of them.

Before you approve — full refund

Every portrait is sent to you for approval before anything is printed.

If you are not happy with your portrait at that stage, tell us and we will make one free round of changes. If we still have not got it right, we will refund you in full. Nothing has been printed, so there is nothing to return.

To request a refund at this stage, reply to your proof email or write to hello@piriandco.com.au.

Approval and the 72-hour window

When we send your portrait for approval, you have 72 hours to respond. We will send a reminder after 24 hours and again after 60 hours if we have not heard from you.

If we have not heard from you within 72 hours, your order is approved automatically and goes to print, so that it is not left waiting indefinitely. Once your order has been approved — by you or automatically — the pre-approval refund above no longer applies, because the portrait has been produced specifically for you.

Your rights under Australian Consumer Law are unaffected by automatic approval.

After you approve

Damaged or faulty prints. If your portrait arrives damaged, or there is a fault with the printing or the frame, email us a photo as soon as you can — ideally within 30 days of delivery — and we will reprint and resend it free of charge. You do not need to return the damaged item. This time frame is how we prefer to work, not a limit on your rights: where a consumer guarantee applies, it applies regardless of when you contact us.

Change of mind. Because each portrait is made to order and personalised to your pet, we are not able to offer a refund or exchange for change of mind after approval. This does not affect your rights where goods are faulty, not as described, or otherwise fail a consumer guarantee.

Wrong address. If an order is returned to us because the delivery address was incorrect, we can resend it, but a further shipping charge may apply.

Digital portraits

Digital portraits are covered by the same pre-approval guarantee. Once you have approved your portrait and the file has been delivered, we cannot offer a refund for change of mind, as the file cannot be returned. If the file is faulty, corrupted or not what you ordered, tell us and we will fix it or refund you.

What you can do with your digital portrait

Your digital portrait is yours to keep and print as often as you like for your own personal use. It is not licensed for commercial use or resale — you cannot sell it, or sell products made from it. Full terms are in our Terms of Service.

Cancelling an order

You can cancel at any time before you approve your portrait. Email hello@piriandco.com.au and we will refund you in full.

How refunds are paid

Refunds are made to the original payment method and usually appear within 5 to 10 business days, depending on your bank or card provider.

Contact

Piri & Co — a trading name of R&P Co Pty Ltd, ABN 16 701 015 072
hello@piriandco.com.au
383 George Street, Sydney NSW 2000, Australia