- Image Quality and Suitability
- We strive to create high-quality personalised photo products. To achieve this, we require images that meet certain quality standards.
- If the image provided does not meet our quality standards, we will contact you to discuss the issue and offer guidance on how to provide a suitable image.
- We reserve the right to refuse to create a product if the image quality is deemed unsuitable. This decision is made to ensure the final product meets both our standards and your expectations.
- Sensitive Images
- We understand that some images may hold significant emotional value, especially those of loved ones who have passed away. We handle all images with the utmost care and sensitivity.
- If an image is deemed unsuitable, we will communicate this with empathy and provide options for improving the image quality or selecting an alternative.
- Refund Policy and Money Back Guarantee
- Refunds will not be provided for products created with images that were previously identified as unsuitable but were used at the client’s insistence.
- If a product is found to be faulty or not as described, we will offer a remedy in accordance with Australian Consumer Law, which may include a repair, replacement, or refund.
- Monet Back Guarantee: Where a product appears to be damaged in transit, please contact us within 24 hours of receipt to discuss. We have no control of the item once it is in the hands of our delivery service, but will discuss on a case by case basis. We undertake quality checks and take photographs of all items prior to packaging.
- Change of Mind and Product Details
- We encourage all clients to carefully review product details, including size dimensions, before placing an order.
- Refunds will not be provided for change of mind or if the product does not meet your expectations due to not reading the product details correctly on our website.
- Shipping Costs
- Shipping costs are non-refundable, unless the item was received damaged or defective. If the item was received damaged or defective, please contact us immediately with photos of the damage or defect.
- Exchanges
- At this time, we do not offer exchanges. If you need a different size or product, please place a new order for the desired item.
- Return Shipping
- You will be responsible for the cost of shipping the item back to us. We recommend using a trackable shipping method and purchasing shipping insurance to protect the item during transit.
- Cancellations
- If you need to cancel your order, please contact us as soon as possible. We will do our best to cancel the order before it is shipped. If the order has already been shipped, you will need to initiate a return once you receive the item.
- Proof of Purchase
- Please retain your proof of purchase, such as a receipt or order confirmation, as it will be required for any returns or refunds.
- Contact Us
- If you have any questions or concerns about our terms and conditions, please contact us. We are here to help and ensure you are satisfied with your purchase.
This page was last updated on 4 September 2024