Refund policy

At Pictured we want every customer to feel confident when placing an order. The information below explains when refunds are available and how they are processed.

Order Cancellations & Changes

Because we print and frame each item to order, unfortunately most products cannot be cancelled after purchase.

Prints

  • Print orders cannot be cancelled or changed once the order has been placed.

  • This includes changes to print selection or print size.

Framed Prints (Made to Order in Australia)

  • Framed prints are custom-made using archival-quality materials.

  • These items are non-refundable and non-returnable.

  • We can cancel or change the frame order only if you contact us within 3 days of purchase.

Wallpaper Murals (Custom / Bespoke)

  • Wallpaper murals are produced specifically for each customer’s wall and order dimensions.

  • As such, they are non-refundable and non-returnable.

  • We can cancel mural orders only if you contact us within 1 day of purchase.

If you need assistance with choosing a product before ordering, email us at hello@pictured.art — we’re happy to help.

Refund Eligibility

Refunds are available only for eligible print returns (see our Returns Policy for conditions).

  • Refunds are issued using the original payment method.

  • Once we receive and verify the returned print is in as-new condition, refunds are typically processed within 10 business days.

We do not offer refunds on:

  • Framed prints (custom)

  • Wallpaper murals (custom)

  • Sale items

  • Gift cards

  • Items not returned in acceptable condition

  • Items purchased using store credit (store-credit purchases are final)

EU Customers – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel your order within 14 days of delivery for any reason.

  • The item must be returned in the same condition you received it: unused, unmarked, and in original packaging.

  • Proof of purchase is required.

  • This statutory right does not apply to custom or bespoke products (e.g., framed prints or wallpaper murals).

Damaged or Incorrect Items

If your item arrives damaged or incorrect, we will replace it free of charge.
Please email hello@pictured.art with:

  • Your order number

  • Photos of the damage or issue

We will organise a replacement immediately.

Contact Us

For any questions about refunds or cancellations, please contact us at:
📧 hello@pictured.art

 

Last updated: December 2025