Returns Policy
Return instructions
We take great care to make sure our prints and products reach you in mint condition. If however you receive goods that are damaged or not the same as the item shown on your order, Johnny Spiller & Co Pty Ltd has a 7 day returns policy.
To request a return you must first contact us by email at info@johnnyspiller.com within 7 days of receiving the items with the order number, reason for your request and reference photos. If your return is accepted, we will reply with instructions on how and where to send your package and options for replacement.
The complete item must be returned in its original packaging and in the same condition you received it. If we are unable to provide a replacement product, we have the option to offer a refund for the amount of the original purchase price (excluding all delivery costs).
Items sent back to us without first requesting a return will not be accepted.
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Checking your order
Please check your order with minimal handling once you receive it and contact us immediately as above if the item is damaged or incorrect. Prints should ideally only be removed from their protective sleeve or tube by a professional framer.
Johnny Spiller & Co Pty Ltd is not responsible for any damage, dents or marks to a product once it has been removed from its protective packaging and no refunds or exchanges will be offered if this is the case.
If goods arrive with noticeable damage to the outer packaging, please take photos as evidence and let the delivery driver or provider know and note it on the proof of delivery.
Customised orders
We do not provide returns or refunds on customised products, including our station signs and personalised prints. If however a customised product arrives damaged, please notify us immediately as per the return instructions above.
Change of heart
As the majority of products sold by Johnny Spiller & Co Pty Ltd are printed or made to order, we are unfortunately not able to offer refunds due to a change of heart.
Exchanges
We do not provide exchanges for products once your order is in production or despatched. If there is a special reason for requesting an exchange for a product of the same or higher value, please contact us within 7 days as above. All goods must be returned in their original condition and packaging. Exchanges will be at the sole discretion of Johnny Spiller & Co Pty Ltd with all return and additional freight costs charged to the customer.
Refunds
Any approved refunds will be made to your original payment method. Please note that banks and credit card providers may take additional time to process and clear the funds to you.
Order delays
Every effort is made to have your order ready by our specified production and delivery times. However, we take no responsibility for delay by couriers, shipping agents or the rare situation where a product is out of stock.
Delivery
Our deliveries are sent with Authority to Leave. We suggest choosing an option where someone is available to receive delivery during business hours or with a safe and secure area for the courier company to leave the item if no one is present for delivery. Any redirection or redelivery fees incurred will be charged to the purchaser.
Johnny Spiller & Co Pty Ltd will provide tracking information for each order. Once goods have been dispatched, it is the purchaser’s responsibility to liaise directly with our nominated courier company on any delivery requirements. Johnny Spiller & Co Pty can't guarantee the accuracy of any delivery information or dates provided directly by our third party courier partners.