Refund policy

At Red Mile Studio, each physical product is made to order. Personalised products are created specifically from the details you provide, and digital products are supplied electronically.

AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law. If a product is faulty, damaged, materially different from its description, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy.

CHANGE-OF-MIND RETURNS

We do not accept change-of-mind returns or exchanges for made-to-order prints, personalised or customised products, or digital files after delivery or download. This does not affect your rights under the Australian Consumer Law.

DAMAGED, FAULTY OR INCORRECT PRODUCTS

Please contact us as soon as reasonably possible after delivery at hello@redmilestudio.com. Include your order number, a description of the issue, and clear photographs of the product and packaging where relevant.

We will assess the issue and provide an appropriate remedy. Depending on the circumstances and your rights under the Australian Consumer Law, this may include a replacement, repair, refund or another solution. Please contact us before returning any item; we will provide return instructions if required.

PERSONALISED ORDERS AND PROOFS

For personalised products, we may send you a digital proof before production. You are responsible for checking the spelling, coordinates, dates and other personalised details shown in the proof.

Once you approve the proof and production begins, the order cannot usually be changed or cancelled. If we make a production error, or the finished product is faulty or does not match the approved proof, please contact us so we can provide an appropriate remedy.

CANCELLATIONS

If you need to cancel or change an order, contact us immediately. We will try to help if production has not started. Once a non-personalised product has entered production, or a personalised proof has been approved and production has begun, cancellation may not be possible.

DIGITAL PRODUCTS

Digital products are not eligible for change-of-mind refunds after delivery or download. If a digital file is materially defective, cannot be accessed, or is not as described, contact us so we can investigate and provide an appropriate remedy.

REFUND TIMING

Approved refunds will be issued to the original payment method. Processing times vary between payment providers and financial institutions.

CONTACT

For refund or order enquiries, email hello@redmilestudio.com.