Refund and Returns Policy

Refunds and Returns Policy for Roma Photoceramics

Effective Date: 01 July 2024

At Roma Photoceramics, customer satisfaction is our priority. We strive to ensure that all our products meet the highest quality standards. However, if you are not completely satisfied with your purchase, our Refunds and Returns Policy outlines your rights and our obligations in compliance with Australian Consumer Law.

1. Change of Mind

As our products are custom-made and personalized, we are unable to offer refunds or exchanges for a change of mind. Please carefully review your order details, including design specifications, before finalizing your purchase.

2. Faulty or Damaged Items

If your product is faulty, damaged, or does not meet the specifications agreed upon at the time of purchase, you may be eligible for a replacement or refund.

How to Report an Issue:

1. Contact us at info@romaphotoceramics.com.au within 7 days of receiving your order.
2. Provide your order number, a detailed description of the issue, and clear photographs showing the fault or damage.

Resolution Process:

• If the issue is confirmed, we will offer one of the following options based on your preference:
  • A replacement of the product.
  • A full or partial refund to the original payment method.
• We may request the faulty product to be returned to us for inspection.

3. Incorrect Orders

If you receive an incorrect product due to an error on our part, we will:

• Arrange for the correct product to be sent to you.
• Cover any shipping costs associated with the return of the incorrect item.

Please notify us within 7 days of receiving the incorrect order.

4. Return Conditions

To ensure a smooth return process, the following conditions apply:

• The product must be returned in its original packaging (if applicable).
• Personalized products with incorrect information provided by the customer (e.g., misspelled names or incorrect dates) are not eligible for refund or replacement.

5. Non-Refundable Items

The following items are not eligible for refunds or returns unless faulty or damaged:

• Gift cards.
• Custom-made or personalized products with correct specifications.

6. Refund Processing

• Approved refunds will be processed within 10 business days of receiving the returned item (if applicable).
• Refunds will be issued to the original payment method. Please note that banks and payment processors may take additional time to reflect the refund in your account.

7. Contact Us

If you have any questions or wish to initiate a return, please contact us:
Email: info@romaphotoceramics.com.au
Mailing Address: PO Box 594, Lane Cove, NSW, 1595

Thank you for choosing Roma Photoceramics. We appreciate your trust in our products and will do our best to resolve any issues promptly and professionally.