Returns

At Spring Valley Media, we are committed to providing you with high-quality products and a satisfying shopping experience. We understand that sometimes things don't go as planned.

 

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Under the Australian Consumer Law, products you purchase must be:

• Of acceptable quality: Safe, durable, free from defects, acceptable in appearance and finish, and fit for all the purposes for which goods of that kind are commonly supplied. For prints, this means no significant printing errors, damage, or inconsistencies.

• Fit for any disclosed purpose: If you told us you needed the print for a specific purpose (and we agreed), it must be suitable for that purpose.

• Match the description or sample: The print you receive must match the images and descriptions provided on our website.

• Have clear title: We must have the right to sell the print to you.

 

 

You are entitled to a remedy (a repair, replacement, or refund) if your print has major or minor problems.

Major problems:

• It has a problem that would have stopped someone from buying it if they had known about it (e.g., a completely wrong print delivered).

• It is unsafe (though less likely for a print).

• It is significantly different from the description or sample (e.g., vastly different colours, resolution, or size than advertised).

• It doesn't do what we said it would, or what you asked for and can't be easily fixed.

Minor Problems:

• If the problem is minor, we will choose to repair the print (if feasible, e.g., re-printing) or offer a replacement. If we cannot fix the problem within a reasonable time, you can then choose a refund or replacement.

 

Proof of Purchase:

To facilitate any return or refund, you will need to provide proof of purchase, such as your order confirmation email, receipt, or bank statement.

Return Costs for Faulty/Damaged Items:

If your print has a problem covered by the consumer guarantees, we will cover any reasonable costs of returning the item to us. Please retain receipts for postage or transport costs so we can reimburse you.

 

How to Initiate a Return

To initiate a return for any reason:

1. Contact Us: Please email us or use our Contact Us form on our website within 30 days.

2. Provide Details: In your email, please include:

   • Your order number.

   • The name of the item(s) you wish to return.

   • The reason for the return (e.g., "faulty print," "damaged in transit," "change of mind").

   • If the item is faulty or damaged, please provide clear photos of the issue.

1. Return Authorisation (RA) Number: We will review your request and, if approved, provide you with a Return Authorisation (RA) number and instructions on how to return the item. Please do not send items back before receiving an RA number.

1. Packaging: Securely package the print(s) to prevent damage during transit. For prints, we strongly recommend using the original protective packaging.

2. Shipping: Send the item back to the address provided with your RA number.

Processing Refunds & Replacements

• Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund/replacement.

• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within [e.g., 5-10 business days]. This timeframe may vary depending on your bank or payment provider.

• If a replacement is approved, we will dispatch the new item as soon as possible, and we will cover the shipping costs for the replacement.

 

Items Damaged During Delivery

If your print arrives damaged due to shipping, please:

1. Contact us immediately (within 24-48 hours of receipt is ideal) at [Your Customer Service Email Address].

1. Provide your order number and clear photos of the damaged packaging and the damaged print.

2. We will arrange for a replacement or refund, and guide you through the process, including any necessary steps for claiming with the shipping carrier.

 

Contact Us

For any questions regarding our returns policy, please contact us using the Contact Us form.