Returns
If it turns up wrong, we fix it.
Every print is made when you order it, which changes what a return can reasonably mean. Here is exactly where we stand, including on the awkward one.
The shop is not open yet. Artsby is still finalising its printer, so nothing on the site can be ordered today. This policy is published in advance so it can be read before it matters rather than after.
Your rights come first
Nothing on this page reduces your rights under the Australian Consumer Law. Goods must be of acceptable quality, match their description, and be fit for the purpose they were sold for. If a print fails on any of those counts you are entitled to a remedy, and for a major failure you choose whether that is a refund or a replacement. We don't require you to argue for this.
Damaged in transit, or printed badly
Send a photograph to hello@artsby.com within 30 days of delivery. A creased corner, a banded print, ink marks, the wrong size, the wrong artwork — we reprint and resend it at our cost, and you do not need to post anything back. Photographing damage is easier than repackaging a poster, and the returned print is worthless to us anyway.
Change of mind
Because each print is made to order, we can't return it to stock, so we are not able to offer change-of-mind refunds as a matter of course. If you order the wrong size and tell us before it goes to print — usually within a few hours — we will change or cancel it with no charge. After that, write to us anyway. We would rather sort something out than have you stuck with a print you don't want.
Colour, and the honest version of it
This is the one worth reading before you order.
A screen makes light. Paper reflects it. A monitor emits colour from behind the image, so it can show you a brightness and saturation that ink on matte paper physically cannot reach. Every print in the world arrives looking slightly quieter than it did on the screen you chose it on. Deep blues sit back, bright fluorescents flatten, and dark areas lose a little separation.
That is not a printing fault, and we won't pretend it is one — the print-on-demand industry excludes it from defect cover for exactly that reason. What we do instead is show you the difference in advance: every artwork on this site has an As printed toggle that simulates matte paper, and the recommendation you get from the matcher is built from the actual colours in your photograph rather than from a description of them.
What we will do: if a print arrives and the colour is genuinely, visibly wrong — a cast across the sheet, a colour that isn't in the artwork at all — that is a fault, and it is covered above. If it is simply calmer than the screen suggested, tell us anyway. We keep a record of which artworks generate that reaction, because if one keeps doing it the artwork is the problem and it comes off the site.
Lost or never delivered
If tracking says delivered and it isn't there, give it 48 hours — it is very often with a neighbour or behind a gate — then tell us. If it is genuinely gone we reprint it. If a parcel is returned to the printer because the address was wrong, we will resend it once you confirm the correct address; a second reprint may be chargeable.
Reprints beyond 30 days
If a print develops a fault that was clearly there from the start — ink lifting, delamination, a defect that was under the packaging — write to us up to 12 months after delivery. Fading from direct sunlight is not a manufacturing fault; no unglazed print survives a sunlit wall indefinitely.
How to start
One email to hello@artsby.com with your order number and a photograph. There is no form and no returns portal. You will get a person.
Last updated 3 September 2026. Questions about anything on this page: hello@artsby.com. This page describes how Artsby operates — it is not legal advice, and it cannot reduce any right you have under Australian law.