Refund policy
Return & refund Policy
Two Tides Collective sells custom, made-to-order framed prints via our Australian suppliers. This policy reflects that - but is written to stay compliant with Australian Consumer Law (ACL), which gives customers guaranteed rights that can’t be excluded by store policy.
Change of mind
As every piece is custom framed and made to order specifically for you, we’re unable to offer refunds or exchanges for change of mind. Please double check your image, sizing, and frame selection carefully before completing your order.
Faulty, damaged, or incorrect items
If your order arrives damaged, faulty, or different from what you ordered, you’re entitled to a repair, replacement, or refund under Australian Consumer Law. Please contact us at support@twotidescollective.com immediately after receiving your order with:
- Your order number
- Photos of the damage/fault/issue
- A brief description of the problem
We’ll organise a replacement or resolution at no cost to you. All our shipments are covered by insurance, so we'll assure you receive your product in perfect condition.
Order errors on your end
If you’ve made a mistake with sizing, image selection, or personalisation details, get in touch with us as soon as possible after ordering. There’s a short window before production begins where we can often still make corrections — the sooner you reach out, the better our chances of fixing it before your piece goes into production.
Once your piece goes into production, we are unable to make any changes to your order.
How to start a return or report an issue
Email support@twotidescollective.com with your order number and details. We aim to respond within 48 hours.