Refund policy

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Refunds & Returns Policy

Media Wall Backdrop supplies custom-printed event displays, replacement prints, display hardware and accessories in Australia. This policy explains change-of-mind requests and how we deal with faulty, damaged or incorrectly supplied products.

Your rights under Australian Consumer Law

Our goods come with consumer guarantees that cannot be excluded under Australian Consumer Law. Nothing in this policy limits a customer's non-excludable rights or remedies. If a product fails a consumer guarantee, the appropriate remedy will depend on the nature of the failure and applicable law.

Custom-printed and made-to-order items

Printed media walls, replacement skins, flags, banners, tablecloths, gazebos and other custom-made products are produced to the specifications of each order. We do not generally accept returns or offer refunds solely because a customer changes their mind after custom production has begun. This does not affect consumer guarantee rights for faulty goods, goods that do not match their description, or other relevant failures.

Non-custom hardware and accessories

If you wish to return an unused, non-custom item simply because you changed your mind, contact us first. Any voluntary change-of-mind return requires our written agreement, and the agreed conditions will be explained before you return the item. Statutory remedies for faulty or non-compliant goods are not subject to these change-of-mind conditions.

Damaged, faulty or incorrect goods

Please email us as soon as practical after discovering a problem, with your order number, a description and photographs where available. We may reasonably inspect or assess the goods before confirming a remedy. Please retain the affected product and packaging where practical.

Depending on the circumstances, available remedies under Australian Consumer Law can include a repair, replacement, refund or other remedy. If there is a major failure, eligible customers may be entitled to choose a refund or replacement. We will not apply a discretionary returns deadline to statutory consumer guarantee claims.

Return arrangements and costs

Contact us before sending goods back so we can provide the appropriate instructions. We will meet our legal obligations regarding reasonable return, freight or collection costs when consumer guarantees apply. For an approved discretionary return, any freight costs and other conditions will be agreed in writing beforehand.

Changes and cancellations

To change or cancel an order before it has been completed, please review our Order Changes & Cancellations Policy. Artwork approval and production commencement can affect whether a custom order can be stopped.