Refund policy
Effective date: 8 September 2025
Returns & Refunds
Every print is made to order especially for you. Because of this, we don’t accept change-of-mind returns. If there’s an issue with quality or the item arrives damaged, we’ll make it right.
We’ll replace or refund if:
- Damaged in transit – packaging or product arrives damaged.
- Manufacturing or print defects – colour banding, scratches, misalignment, etc.
- Wrong item/size/finish – you received something different to what you ordered.
- Lost package – the carrier confirms a loss after investigation.
How to report a problem
- Email lakeandiceprints@gmail.com within 14 days of delivery.
- Include your order number and photos of:
- the full product front,
- close-up of the issue, and
- the shipping label + packaging (if damaged in transit).
Non-returnable items
- Change-of-mind returns are not accepted.
- Custom sizes or personalised prints.
Exchanges
If you ordered the wrong size or finish, contact us. We can often offer a discounted re-order.
Refunds
Approved refunds are issued to your original payment method. Bank processing times may vary.
Incorrect address
Please double-check your shipping address at checkout. If a parcel is returned to sender due to an incorrect address or uncollected delivery, re-delivery fees may apply.
Contact
Lake & Ice Prints
Email: lakeandiceprints@gmail.com
ABN: 50359734695