Legal

Returns & Refunds

Last updated: March 2026  ·  Snap and Print by Bella

Your rights under Australian Consumer Law. Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1. Our Commitment

At Snap and Print by Bella, every frame is handmade with care. We want you to absolutely love your order. If something isn't right, we will do our best to make it right.

2. Faulty or Damaged Items

If your item arrives damaged, defective, or not as described, you are entitled to a remedy under Australian Consumer Law. Please contact us within 7 days of receiving your order with:

  • Your order number
  • A clear description of the issue
  • Photos of the item and packaging

Depending on the nature of the fault, we will offer you a choice of:

  • Replacement — we remake and reship your order at no cost to you
  • Full refund — returned to your original payment method within 5–7 business days

We will cover any return shipping costs for faulty or incorrectly sent items.

3. Incorrect Item Received

If you receive a different product or colour than what you ordered, please contact us within 7 days with your order number and a photo. We will send the correct item and arrange collection of the incorrect one at our expense.

4. Change of Mind

Because each frame is made to order and personalised with your photo, we are generally unable to accept change-of-mind returns. This is standard for custom-made products and is consistent with Australian Consumer Law.

However, we understand circumstances change. If you contact us before your order is dispatched, we may be able to modify or cancel your order. Please reach out as soon as possible.

If you have a concern about a non-personalised standard product, please contact us and we will assess your situation on a case-by-case basis.

5. Custom & Bespoke Orders

Custom orders (including hand-decorated acrylic frames, bespoke 3D printed designs, and personalised wedding or event pieces) are made specifically to your requirements. As such, these orders are non-refundable unless the item is faulty or not as described.

We strongly encourage you to review all order details carefully before confirming a custom order. If you have any questions or wish to make adjustments, please contact us before finalising.

6. How to Request a Return or Refund

To initiate a return or request a refund:

  • Email us at hello@snapandprintbybella.com.au with your order number and details of your issue
  • Attach photos where relevant (required for damaged/faulty claims)
  • We aim to respond within 2 business days

Please do not return items without contacting us first, as we need to provide a return authorisation and address.

7. Refund Processing Times

Approved refunds are processed within 2 business days of us receiving and assessing your return. The time for the refund to appear in your account depends on your bank or payment provider — typically:

  • Credit/debit cards: 3–5 business days
  • PayPal: 1–3 business days

Refunds are returned to the original payment method used at checkout.

8. Items Not Eligible for Return

The following items are generally not eligible for a return or refund unless faulty:

  • Personalised or custom-made products (unless faulty or not as described)
  • Items damaged through misuse, normal wear and tear, or accidental damage after delivery
  • Gift cards

9. Contact Us

For all returns and refund enquiries:

Snap and Print by Bella

NSW, Australia

Email: hello@snapandprintbybella.com.au

For consumer rights information, visit the Australian Competition and Consumer Commission (ACCC) or NSW Fair Trading.