Refund policy
Refund & Returns Policy
At Southern Buoy, many of our products are custom-made to order. As a result, our Refund & Returns Policy differs from that of a standard retail store.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
Custom-Made Products
The majority of Southern Buoy products are manufactured specifically to your order. These include, but are not limited to:
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Stretched Canvases
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Empty Float Frames
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Custom Framing
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Artwork Reproduction
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Fine Art Printing
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Custom Canvas Orders
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Other made-to-order products
Production of custom orders often commences on the same business day your order is placed.
If you need to amend or cancel your order, please contact us as soon as possible. While we will do our best to assist, once production has commenced, custom orders cannot be cancelled, exchanged or refunded except where required under the Australian Consumer Law.
In-Stock Products
SB Boards, Rolled Canvas and other stocked products are generally available for same-day or next-business-day dispatch.
Orders for stocked products may be cancelled prior to dispatch. Once an order has been dispatched, it cannot be cancelled.
Returns for stocked products are only accepted where required under the Australian Consumer Law or as otherwise approved by Southern Buoy.
Customer-Supplied Information
Customers are responsible for ensuring all order details are correct before production commences, including:
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artwork dimensions
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canvas sizes
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frame selections
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timber finishes
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shipping details
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contact information
Southern Buoy cannot accept responsibility for additional costs or delays resulting from incorrect information supplied by the customer.
Natural Timber & Handmade Products
Many of our products are handcrafted using natural timber.
Variations in timber grain, colour, texture and other natural characteristics are part of the unique appearance of each frame and are not considered manufacturing defects.
Similarly, slight variations in handcrafted products and minor colour differences between digital screens and printed artwork are normal and do not constitute a fault.
Damaged or Faulty Products
Please inspect your order as soon as possible after delivery or collection.
If your order arrives damaged during transport or you believe there is a manufacturing fault, please contact Southern Buoy within 7 days of receiving your order.
To help us assess the issue, please provide:
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your order number
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a description of the issue
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clear photographs of the product
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photographs of the packaging (if applicable)
Where a product is found to be faulty or damaged, Southern Buoy will repair, replace or refund the item as appropriate in accordance with the Australian Consumer Law.
Shipping Damage
If your order has been damaged during transit, please retain all original packaging until your claim has been assessed, as this may be required by the shipping carrier.
Exchanges
As many of our products are custom manufactured, exchanges are generally not available.
If an exchange is approved, customers may be required to return the original item before a replacement order is processed.
Uncollected Orders
Customers will be notified when their order is ready for collection or final payment.
We ask that completed orders be collected within 30 days of notification.
Orders remaining unpaid or uncollected for more than 90 days may incur reasonable storage charges and may be cancelled, disposed of or sold in accordance with our Terms & Conditions and applicable law.
Refunds
Where a refund is approved, it will be processed using the original payment method wherever possible.
Refunds are generally processed within 10 business days of approval. Please note that your financial institution may require additional time to process and display the refund.
If more than 15 business days have passed since your refund was approved, please contact us at crew@southernbuoy.com.au.
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Contact Us
If you have any questions regarding this Refund & Returns Policy, please contact us:
Southern Buoy
📞 (03) 5932 4054