Returns
Returns & Refund Policy
At Custom Canvas Online, every personalised product is created specifically for each customer using their selected images and customisation details. We are committed to producing high-quality products and providing reliable support if an issue occurs with your order.
Contact Customer SupportReturns Policy
Because our products are personalised and made to order, our return policy is different from standard retail products. We aim to resolve any genuine product issues quickly and fairly.
Change of Mind
As our products are personalised and created specifically for each customer, we are unable to accept returns or provide refunds for change of mind, incorrect image selection, incorrect size selection, or changes in personal preference after production has started.
Damaged During Delivery
If your order arrives damaged during delivery, please contact us within 7 days of receiving your order and provide photos of the damaged product and packaging. Our team will review the issue and arrange an appropriate solution.
Manufacturing Issues
If your product has a manufacturing defect, printing issue, or does not match the specifications of your order, please contact us within a reasonable time after receiving your order.
Incorrect Orders
If you receive a product that is different from your order details due to an error on our part, please contact us and we will review the order information and provide a suitable resolution.
Personalised Products
Custom Canvas Online creates products using customer-provided images, artwork and personalisation details. Because each item is individually produced, personalised products cannot be returned due to change of mind once production has commenced.
We recommend checking your selected images, sizes, product options and order details carefully before completing your purchase. Our team is always happy to assist if you have questions before ordering.
How To Request Assistance
If you believe there is an issue with your order, please contact our customer service team before returning any product. This allows us to review your order details and provide the correct solution.
1. Contact Us
Email our support team with your order number, a description of the issue and photos if required.
2. Order Review
Our team will review your request and confirm the available options based on your order information.
3. Resolution
Depending on the situation, we may arrange a replacement, repair or refund where applicable.
Refunds
If your refund request is approved, the refund will be processed to your original payment method within 1–3 business days.
Please note that your bank, credit card provider or payment service may require additional processing time before the refund appears in your account.
Shipping & Delivery
We carefully package every order to help ensure your personalised products arrive safely. Delivery times may vary depending on product type, order quantity, destination and courier availability.
Delivery Damage
If your order is damaged during transit, please contact us within 7 days with photos of the product and packaging so we can assist you.
Incorrect Delivery Details
Customers are responsible for providing accurate delivery information when placing an order. Additional costs caused by incorrect address details may apply.
Delivery Delays
While we work with reliable delivery partners, delays caused by couriers or circumstances outside our control may occasionally occur.
Australian Consumer Law
Nothing in this Returns Policy limits your rights under the Australian Consumer Law (ACL). You may have rights and remedies where products are faulty, not of acceptable quality, not as described, or do not match the specifications provided at the time of purchase.
If you believe your order does not meet your consumer guarantees under Australian law, please contact us so we can review your situation and provide appropriate assistance.
Privacy Policy
At Custom Canvas Online, we respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and protect your information when you visit our website or place an order with us.
We handle personal information in accordance with applicable Australian privacy requirements, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
Information We Collect
We collect information necessary to process your orders, provide customer support, improve our services and create a better shopping experience.
Name
Contact Details
Delivery Information
Order Details
We may also collect information relating to website usage, such as browsing activity, device information and interactions with our website to help improve website performance and customer experience.
How We Use Your Information
We only collect and use personal information where it is necessary to provide our products and services, process orders and improve your experience with Custom Canvas Online.
Process Orders
We use your information to process payments, produce personalised products, arrange delivery and provide customer support.
Improve Services
We may use information to improve our website, products, customer service and overall shopping experience.
Communication
We may use your contact details to provide order updates, respond to enquiries and send important service-related information.
Payment & Security
We take reasonable steps to protect your personal information and payment details. Payment transactions are processed through secure payment providers, and we do not store complete payment card details on our website.
While we take appropriate security measures, no method of online transmission or electronic storage can be guaranteed to be completely secure.
Third Party Services
We may use trusted third-party service providers to help operate our website, process payments, deliver orders, analyse website performance and provide customer services. These providers only receive information required to perform their services and are expected to handle information appropriately.
Cookies & Website Tracking
Our website uses cookies and similar technologies to improve website functionality, understand customer behaviour and provide a better online experience.
Managing Cookies
You can manage or disable cookies through your browser settings. Please note that some website features may not work correctly if cookies are disabled.
Website Analytics
Analytics tools may collect anonymous information about website visits and interactions to help us improve our services.
Access & Correction of Personal Information
You may request access to personal information we hold about you, request corrections if your information is inaccurate, or contact us with any privacy-related questions. We will respond to requests in accordance with applicable Australian privacy requirements.
Contact Us
If you have any questions about our Returns Policy, Refund Policy or Privacy Policy, please contact our customer service team.
support@customcanvasonline.com.au