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Refund policy

Pictures In Metal (we, us and our) take every measure to be fully transparent and have prepared this refunds and returns policy to ensure you are aware of your rights and our obligations to you. If you believe you are entitled to a refund or exchange, please read the following Refunds and Return policy to learn about your rights and our obligations. A refund will be the total amount of the product including any return shipping charge. An exchange is a product of equal or lesser value.

Refund or exchange entitlement

You will be entitled to a refund or exchange where we are required to do so under any relevant laws, including the Australian Consumer Law. Your entitlement to a refund or exchange may include the following scenarios:

  • There is a major problem or manufacturing defect with the piece
  • The item is significantly different to what you asked for
  • The ring size is incorrect to what you supplied us with

You will not be entitled to a refund or exchange in the following scenarios:

  • If you have changed your mind about your purchase
  • You have provided an incorrect finger size

If you believe that you are entitled to a refund or exchange, please provide the following:

  • your full name and address
  • the original order number
  • the reason for claiming the refund or exchange

We reserve the right to assess the condition of a returned item prior to offering a refund or exchange. This may result in a refund or exchange request denied.

Returning items for assessment

Any return of an item should be done as soon as you become aware of the issue you wish to base your claim on. You are solely responsible for the safe shipping, shipping costs and any other associated costs involved in the return of your product. The item must be packaged safely to prevent damage. Using the original packaging it came in is advisable. Purchasing tracking for the parcel and purchasing insurance for the full value of the item is also advisable as returns that go missing, are damaged or not in their original condition upon receipt will not be given a refund or exchange. Pictures In Metal make no representations or warranties to the security of returned items.

Return parcels should be addressed to:

Pictures In Metal

PO BOX 184, Katoomba, NSW, 2780, Australia

Receiving of returned item

Once your item has been received, we will notify you via email. The item then will be assessed within two (2) business days of receiving based on your claim. If we are satisfied the item has been returned in accordance with this policy, then you may be entitled to a refund or an exchange with a product of equal or lesser value.

Approval or rejection of refund or exchange

If after assessing the item/s we approve your refund, we will send you an emailing confirming this. The refund will generally be processed within five (5) business days and issued via the same payment method the item was purchased with. If you haven’t received a refund yet after the five (5) business days, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@picturesinmetal.com.

Finger sizing

Providing a correct finger size for rings is the sole responsibility of the customer. No returns or exchanges will be accepted for providing Pictures In Metal with an incorrect size. All rings are sized using the standard United Kingdom (UK) A – Z sizes. The size is taken from the centre of the band. If there has been a sizing error by us, that is, supplied in an incorrect size, then you may be entitled to a refund or exchange. In the event a ring needs to re-sized this will be assessed on a case by case basis and may attract a fee. Ring sizing fits are available for free to order through the store.

Custom work

All custom commissions will attract a $250 AUD non-refundable design fee. This fee will be deducted from the total cost of the piece if you agree to the design and provide a go-ahead. A deposit will be nominated before commencement of any custom work. This deposit allows us to secure stones and materials to commence your commission and is required before beginning any physical work. This deposit is non-refundable under any circumstance.

Refund and exchange enquires

Please contact us via email at contact@picturesinmetal.com with any questions regarding refunds or exchanges.

Last Updated 9/6/22

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