Refund policy

Refund policy

At ACT Framing Doctor, every frame is made to order in our Queanbeyan workshop. If something isn’t right, we want to know.

Faulty, damaged or incorrect items
Please check your order when it arrives. If anything is faulty, damaged in transit, or not what you ordered, contact us within 7 days at info@actframingdoctor.com.au or 02 6299 0448, with your order number and photos. We’ll repair, remake, replace or refund it, whichever suits the situation. This applies to all products, including sale items.

Made-to-order frames
All our frames, both custom and ready-made, are made to order for you. That’s why we can’t accept returns or refunds for change of mind, including if you’ve chosen the wrong size or style. We’re always happy to help you check sizes and choices before you order.

Framing supplies
If you change your mind about framing supplies, you can return them within 14 days of receiving them. They must be unused, undamaged and in their original packaging, with proof of purchase. Change-of-mind returns aren’t available on sale items or gift cards. Return postage is at your cost unless the item is faulty.

How to return an item
Email info@actframingdoctor.com.au before sending anything back, and we’ll tell you how to return it. Items sent back without contacting us first may not be accepted. Returns go to 30 Yass Road, Queanbeyan NSW 2620, or you can drop them in to our Queanbeyan or Tuggeranong store.

Mobile consultations
The $25 booking fee is credited to your framing order. If you need to cancel or reschedule, let us know at least 24 hours before your visit and we’ll refund or move your booking.

Refunds
Once we’ve received and checked your return, we’ll let you know whether it’s approved. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to process it.

Your rights
Nothing in this policy limits your rights under the Australian Consumer Law.