We appreciate your business, and we want you to be truly delighted with your purchase! If you're unhappy for any reason, please contact us so we can work to make things right.
Please keep in mind that colours shown for our prints and product images can vary slightly from each monitor, screen or device.
Damaged or Faulty Products Policy
We're proud of our products and guarantee their quality, and we do our best to ensure they are delivered to you in perfect condition. Mistakes and accidents can happen from time to time. Please rest assured that we will replace any item if it is incorrect, faulty, damaged in transit or vastly different from the product description provided on our website.
If you happen to receive an incorrect or faulty/defective product, please contact us within 1-2 days of the delivery of the goods, along with a brief description and some helpful photos of the item and the packaging. This will help us assess the situation and we can discuss this with you. We ask that you please do not dispose of any packaging, as we may require this to have the goods sent back to us via our transport carrier at our cost.
Once a claim is approved, we will choose to either refund or replace these items at our cost, based on our normal production and shipping options.
Damaged Products Policy
If a product is received damaged from shipping when first removed from its packaging, we ask that you please contact us no later than 2-3 days from receiving delivery of your order.
We will repair or replace any item that has been received damaged.
We may require you to return any damaged goods back to us. If so, we ask that you securely pack the faulty or damaged product in its original packaging, so that it is able to be returned to us via our transport carrier, at our expense.
Our insurance policies require photos to enable us to make a claim for damage caused to a package in transit. If you receive a product that is damaged and wish to receive a replacement, it will be necessary to provide us with photos of both the damaged product and the packaging, together with your claim so we may process it promptly.
Picture frames can be fragile and need to be handled carefully. If a product is damaged subsequent to delivery, as a result of being accidentally mishandled or dropped, then we may refuse to provide any replacement or refund for this.
Once we've received sufficient information pertaining to a claim, we will be able to determine whether the product is classified as damaged and will arrange a suitable replacement based on our normal production and shipping options. When a claim is approved, we will provide you with return shipping approval and provided with shipping carrier details and labels.
When a damaged product is replaced or refunded, the damaged product then becomes our property and is subject to being returned. Return shipping will be arranged at the expense of Profile.
The method of return freight will in most cases be, the via the same carrier that made the initial delivery, however we reserve the right to nominate an alternate carrier where we determine this to be appropriate.
If returning the product please ensure you clearly label the box with our address details, which can be found at the Contact Us section of this website.
If we do not require the products to be returned to us, we may ask you to dispose of the goods and we will still arrange replacement products for you at our expense.
Replacement products are provided with the same quality guarantee as the returned product.
Please note, any products returned to us without our return approval may be returned to you and you will be liable for the cost of postage return.
Replacements or refunds do not apply if the product has not been handled, installed, used or maintained in accordance with any instructions provided with the product or as noted on the product listing.
If the product has been used in a manner other than for which it was designed, to the extent permitted by relevant legislation, Profile expressly excludes any liability for any indirect or consequential loss (including for loss of revenue or loss of use) arising from or in any way relating to the purchase or use of the product.
To the extent permitted by law, our guarantee will only apply to products used for personal/private use. Using products purchased from us for commercial purposes will result in our guarantee being voided.