Refund policy

Our displays are made-to-order, meaning each frame and modular insert is prepared specifically for your order.

To ensure transparency, the key points of our policy are outlined below.

• Production Time – Frames and inserts are prepared to order. Current production lead time is up to 10 business days prior to dispatch. Black core and custom colour matboards may require approximately 5 additional business days due to specialty ordering.

• Priority Build Upgrade – An optional Priority Build upgrade may be selected on eligible products to reduce production time to approximately 3–5 business days prior to dispatch.

• Order Cancellations – Orders may be cancelled within 12 hours of purchase. Once production has begun, orders cannot be cancelled or modified.

• Shipping Damage – Damage in transit must be reported within 48 hours of the recorded delivery time with supporting photographs.

• Manufacturing Defects – Any manufacturing fault must be reported within 14 days of delivery.

• Change of Mind / Returns – Items must be unused, in original condition, and with protective films intact. Return shipping costs are the responsibility of the customer unless the item arrives damaged or incorrect. Supporting photographs of the product, protective films, and packaging are required for all return requests. Retaining the original packaging is recommended to ensure safe return transit.

• Shipping – Frames are packaged individually for protection. Shipping is calculated per item due to packaging size and protection requirements. Combined shipping is not available.

• Delivery Confirmation – Orders marked as delivered by the courier are considered fulfilled.

• Modular System – Layout changes can be made at any time using modular display inserts, allowing you to update your frame without replacing the entire display.

Full details of our policy are provided below.

For return requests, the applicable timeframe is up to 61 days for US orders and up to 31 days for all other countries from the date of delivery.

Items must be unused, in original condition, with protective films intact. Return shipping costs are the responsibility of the customer unless the item arrives damaged or incorrect.

If your order arrives damaged in transit, you must notify us within 48 hours of the recorded delivery time so the issue can be properly documented with the shipping carrier.

Shipping damage claims reported after 48 hours of the recorded delivery time cannot be accepted, as courier claims require immediate documentation of the parcel condition.

If you believe your item has a manufacturing defect, you must notify us within 14 days of delivery.

To request assistance, please email:

support@thecardcollective.au

Please include:

• Your order number
• Clear photographs of the issue, protective films, and packaging

Damage claims must include photographs of the product, internal packaging, and external shipping box so the issue can be properly assessed and documented for courier claims.

The original packaging must be retained until the claim has been reviewed and resolved.

Claims submitted outside the stated timeframes may not be eligible for replacement or refund.

Submitting a claim without the required supporting photographs may result in the claim being declined.

Customers agree to follow this process before initiating any payment disputes or chargebacks so that issues can be resolved quickly and fairly.

If your item arrives damaged during transit or is deemed to have a manufacturing fault, we will resolve the issue in one of the following ways:

• A replacement product
or
• A refund, where appropriate

Where a return is required, return shipping for approved damaged items will be covered by us.

We may request that the item be returned before a replacement or refund is issued.

Due to the custom, made-to-order nature of our frames and inserts, returns for change of mind are only accepted if items are unused, in original condition, and with protective films intact within the specified return window.

Each display insert is precision cut and prepared specifically for your selected configuration, meaning it cannot be resold once produced.

Please carefully review your selected:

• Frame size
• Layout configuration
• Matboard colour
• Mount type (sleeve or perfect-fit sleeve)

before completing your purchase.

We do not offer direct exchanges.

If you wish to change the layout or configuration of your display after receiving your frame, modular layout inserts are available separately, allowing you to update your display without replacing the entire frame.

Orders may be cancelled within 12 hours of purchase.

After this period, orders may have already entered material preparation or production and cannot be cancelled.

Once production has begun, orders cannot be cancelled, modified, or refunded.

All frames and inserts are prepared to order.

Current production lead time is:

Up to 10 business days prior to dispatch

Black core and custom colour matboards may require approximately 5 additional business days due to specialty ordering.

Production time does not include courier delivery time.

Certain products may offer an optional Priority Build upgrade at checkout.

This upgrade prioritises your order within our production queue and reduces the production timeframe to approximately 3–5 business days prior to dispatch.

The Priority Build fee is 15% of the product price and applies only to the production stage of your order.

Courier delivery times remain separate from production time, and standard shipping estimates still apply once the order has been dispatched.

If the Priority Build production timeframe is not met, the Priority Build fee will be fully refunded.

This refund applies only to the Priority Build upgrade fee, not the product itself.

Priority Build may not be available for certain specialty material configurations, including black core and custom colour matboards.

Where applicable, these restrictions will be clearly displayed on the product page and the Priority Build option will not be selectable when those variants are chosen.

The Priority Build upgrade must be selected individually for each item before the product is added to cart.

If an order contains multiple items and only some items include the Priority Build upgrade, those items may be produced and dispatched separately according to their respective production timelines.

Items without Priority Build will follow the standard production timeframe.

Customers selecting Priority Build on only part of an order may therefore receive separate shipments.

Due to the size and protective packaging requirements of our display frames, each frame is packaged individually in its own shipping box to ensure safe transit.

For this reason:

• Combined shipping is not available
• Each frame is packaged separately
• Shipping costs are calculated per item

If multiple frames are ordered, the calculated shipping cost for each item will apply.

While frames may occasionally travel within the same courier shipment, they are packed and processed individually, and shipping costs reflect the packaging and handling required for each item.

Once an order has been dispatched, delivery times are determined by the courier service.

While we work with reliable shipping partners, delivery timeframes are estimates only.

Shipping delays caused by couriers do not qualify for refunds or order cancellations.

Once an order has been marked as delivered by the shipping carrier, the parcel is considered successfully fulfilled.

The Card Collective is not responsible for parcels lost or stolen after confirmed delivery.

Customers may choose to arrange delivery to a secure location if theft risk is a concern.

Customers are responsible for ensuring their shipping address is correct at checkout.

If a parcel is returned due to incorrect address information, additional shipping charges may apply to resend the order.

Orders lost due to incorrect address information provided at checkout may not be eligible for replacement or refund.

Frames and inserts are designed for display purposes and should be handled and installed with care.

Damage resulting from:

• improper installation
• physical modification of the frame
• electrical modification of LED components
• incorrect power sources
• mishandling after delivery

is not covered under this policy.

Minor variations in frame finish, matboard edges, or natural material appearance may occur during production.

These variations are considered normal characteristics of the materials and manufacturing process and do not constitute manufacturing defects.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Minor defects or issues arising from normal use may be addressed with repair, replacement, or partial refund at our discretion. For further information regarding your consumer rights, please visit the Australian Competition & Consumer Commission website: https://www.accc.gov.au/consumers/consumer-rights-guarantees

If you have any questions regarding our policies or your order, please contact us at:

Email: contact@thecardcollective.au
Phone: +61 493 227 778 (AU support line)
Address: 2/290 Boundary Street, Spring Hill, QLD, 4000, Australia