Refund and Returns Policy

Last updated: 15 September 2026

At Lemon Tree Framing, most of our framing and printing products are made specifically for each customer. Please check your selected frame, specifications, measurements and artwork carefully before confirming your order.

Changing an order

If production has not begun and materials have not been specially ordered, you may:

• Change your framing or printing selections
• Apply the amount paid to another available option
• Cancel the order and request a refund

Any difference in price resulting from a change must be paid before production begins.

Once production has begun or materials have been specially ordered, changes or cancellations are at our discretion and may incur additional costs.

Change of mind

We do not offer refunds or exchanges for change of mind after production has begun.

This includes deciding that you no longer want the order or no longer like a frame, colour or other option that you selected and approved.

For online framing orders, customers are responsible for carefully selecting their preferred frame option from the available black, white or oak finishes before placing the order.

Faulty, damaged or incorrect orders

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.

If your order is faulty, damaged, incorrectly produced or materially different from what you ordered, please contact us as soon as possible.

We may ask for photographs or inspect the item before determining the appropriate remedy. Depending on the circumstances and your rights under Australian Consumer Law, the remedy may include a repair, replacement, reproduction or refund.

This policy does not exclude or limit any rights or remedies available under Australian Consumer Law.

Customer supplied artwork and items

We take all reasonable care possible while handling customer supplied artwork, photographs, canvases, objects and other items.

Please tell us about any known damage, fragility, previous restoration, unusual materials or special handling requirements before we begin work.

Older, fragile or previously damaged items can sometimes react unpredictably during normal framing and handling. We will discuss any material risks we identify before proceeding wherever reasonably possible.

Nothing in this section limits our obligations under Australian Consumer Law.

Refund payments

Approved refunds will be returned using the original payment method.

Orders paid through Zip will be refunded through the original Zip transaction. After we process the refund, it may take additional time for Zip to apply the credit to your account.

Contact us

To request a change, cancellation, return or refund, please contact Lemon Tree Framing using the contact details published on our website.

Please include your name, order number and a brief description of your request or concern.