Returns & Exchanges
At Suburban Icons, we love our locals and the community we serve. We want you to be thrilled with your artwork.
However, as a small business, we custom print every single order. Some of our stockists, such as the Melbourne Visitor Hub at Town Hall, hold A4, A3 and A2 stock directly and manage returns and exchanges with their own customers in the first instance. Because of this custom nature and the fragility of large-format paper, we have specific guidelines to ensure we can continue offering high-quality prints at fair prices.
1. Damaged or Faulty Items
Applies to all orders.
Under Australian Consumer Law, if your item arrives damaged, faulty, or is not what you ordered, you are entitled to a repair, replacement, or refund.
If your package arrives damaged by Australia Post:
Timeframe: You must contact us within 48 hours of delivery.
Evidence: Please email us clear photos of the damage to the print AND the damage to the packaging (tube/box). This is required for us to lodge an insurance claim with the carrier.
Resolution: Once verified, we will arrange a replacement sent to you immediately at no cost.
2. Change of Mind Policy
Because every poster is printed to order, our policy differs depending on the size and fragility of the item.
Small Prints (A4 & A3 – Shipped Flat)
We understand that sometimes a print doesn't look quite right in the space you imagined. Because these are shipped flat and are more robust, we are happy to offer an exchange.
Timeframe: You must contact us within 14 days of delivery.
Condition: The print must be returned in perfect, sealed and resaleable condition in its original cello packaging unopened.
Cost: Return shipping is at the customer's expense.
Large Format Prints (A2 & A1 – Rolled)
Due to the fragile nature of large-format paper, these prints are shipped in protective tubes. Once removed from the tube, unrolled, and handled, they are extremely difficult to re-roll without causing "handling dings" or creases.
Policy: We do not accept returns or exchanges for change of mind on A2 or A1 prints.
Please measure your space carefully before ordering.
3. Cancellations
We process orders quickly to get them to you fast. If you need to cancel or change an order, you must contact us via email within 24 hours of placing the order.
If the order has not yet been printed, we will happily process a full refund.
If we have already printed your order, we may not be able to cancel it.
How to Contact Us for a Return
To start a return or report an issue, please contact us via our Contact Page or reply directly to your order confirmation email. Please include your Order Number so we can help you faster.
