Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@pictured.art. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@pictured.art.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@pictured.art.

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