Returns and Refunds Policy
Our company is committed to providing customers with products and services of the highest caliber. However, we understand that, occasionally, a customer may decide to request a return or refund. Prior to submitting such a request, it is important that you read and understand this document, which constitutes the returns and refunds policy of Giantprint Pty Ltd. This document should be read in conjunction with our Terms of Use document.
The decision to grant or deny a return or refund rests wholly with Giantprint Pty Ltd.
The first step in applying for a return or refund is to contact Gianprint Pty. Ltd. via our website and request a "Return and Refund Authorisation Request" (henceforth "RARA") number. After obtaining the required information, we will contact you to advise of your RARA number, in addition to providing you with a RARA form. You must correctly fill in all the required fields, then fax the form and a copy of the original purchase receipt to Giantprint. In order to increase speed and efficiency, PLEASE DO NOT RETURN ANY GOODS UNLESS YOU HAVE BEEN SPECIFICALLY INSTRUCTED TO DO SO.
IF YOU ARE REQUESTED TO RETURN GOODS, YOU MUST DO SO WITHIN FOURTEEN DAYS FROM OUR NOTIFICATION, OR YOUR RARA APPLICATION WILL LAPSE.
We carefully inspect all orders prior to despatch. Only undamaged packaging is used. Therefore, A RARA SUBMITTED ON THE BASIS OF DAMAGE SUSTAINED DURING TRANSIT CANNOT BE ACCEPTED IF THE GOODS WERE SIGNED FOR UPON DELIVERY. It is important that the customer or receiver of the goods carefully inspect all items and that no signature is provided to the shipping agent if any damage has occurred.
After a RARA is received, we will endeavor to contact you within fourteen days to advise whether the RARA application was successful or not. Depending on the nature of the item and whether it must be evaluated, this period may be longer in some instances.
If a RARA application is unsuccessful, the customer may choose to have the goods returned to them, subject to shipping charges being paid up front by the client.
Prints, Poster Hangers and Framed Products
IF YOU CANCEL AN ORDER FOR A PRINT OR FRAMED PRODUCT AFTER WORK TO PREPARE YOUR ORDER HAS BEGUN, YOU WILL FORFEIT ALL FEES PAID, INCLUDING ANY SHIPPING CHARGES.
IF YOU CANCEL AN ORDER FOR A PRINT, POSTER HANGER OR FRAMED PRODUCT BEFORE ANY WORK TO PREPARE YOUR ORDER HAS BEGUN, YOU WILL BE REFUNDED ALL FEES PAID, INCLUDING ANY SHIPPING CHARGES, MINUS A 20 PERCENT ADMINISTRATION FEE.
To cancel an order, you must notify Giantprint by email. A RARA is not required in this situation.
In order to be eligible to apply for a refund of prints, poster hangers or framed products, including the original shipping charges, the RARA and a copy of the purchase receipt must be received by Giantprint no later than 45 days from the date of purchase. Giantprint will then advise if you are required to return the goods for the purpose of evaluation. ANY SHIPPING CHARGES INCURRED BY THE CUSTOMER IN THE PROCESS OF RETURNING THE GOODS TO GIANTPRINT WILL NOT BE REIMBURSED. Instead of a refund, the customer may apply for the goods to be replaced, in which case shipping charges for transporting the goods from Giantprint to the customer would be provided free of charge.
If the RARA and the copy of the purchase receipt are received by Giantprint after 45 days but no later than 90 days, you will only be eligible to apply for a credit note to the value of the goods being returned minus any shipping charges. Instead of a credit note, the customer may apply for the goods to be replaced, in which case shipping charges for transporting the goods from Giantprint to the customer would apply.
PLEASE NOTE THAT WE CANNOT, UNDER ANY CIRCUMSTANCES, ACCEPT A RARA THAT IS SUBMITTED MORE THAN 90 DAYS AFTER THE DATE OF PURCHASE.
Giantprint uses advanced colour management techniques to ensure that the images we see on our monitors closely match those of the prints we produce. However, for a number of reasons, the colours displayed on a customer's monitor may vary from those displayed on our monitors . IF COLOUR IS IMPORTANT TO YOU, WE RECOMMEND THAT YOU ORDER AN A4-SIZED COLOUR ‘PROOF’ OF YOUR PHOTO (THAT IS, A SMALL, REPRESENTATIVE SAMPLE PRINT THAT YOU CAN USE AS AN INDICATION OF HOW THE COLOURS IN THE FINAL PRINT WILL APPEAR) PRIOR TO DECIDING TO ORDER A POSTER-SIZE PRINT. Note that charges apply to the preparation of the colour proof and to any subsequent adjustments made to the file used to produce the colour proof. PLEASE NOTE THAT WE CANNOT ACCEPT A RARA ON THE BASIS OF A CUSTOMER'S DISSATISFACTION WITH THE COLOURS IN A PRINT. The exception to this is if there is an obvious defect in the print, such as the presence of an unexpected hue or the presence of large blotches, which is clearly not part of the source digital image.