Returns & Refunds

Last updated: April 2026

We want you to love your poster. Because every print is custom made for you, the rules below apply in place of a general change-of-mind return. Nothing here limits the consumer guarantees that apply to you by law — including the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), or the New Zealand Consumer Guarantees Act 1993 if you’re in New Zealand.

1. Damaged, defective, or wrong

If your poster arrives damaged, with a printing defect, or different from what you ordered, email support@hillsprints.app within 14 days of delivery with your order number and a photo of the issue. We’ll arrange a free reprint or a full refund — your choice. No need to return the damaged print.

2. Change of mind

Because each poster is made from your data to your design, we don’t accept returns for change of mind once an order is in production. If you spot a typo or want a different size, get in touch within 2 hours of ordering and we will usually be able to help.

3. Not delivered

If tracking shows your order has been in transit longer than 14 business days past the expected delivery date (and customs isn’t holding it), contact us and we’ll investigate. In most cases we will reprint and reship at no cost.

4. Digital downloads

Digital poster files are non-refundable once the file has been delivered. If there’s a technical problem with the file (corrupt, wrong size, won’t open), email us and we’ll re-send it.

5. Cancellations

Orders can be cancelled before they enter production — typically a 2-hour window after payment. Once we send the PDF to Gelato for printing, cancellation is no longer possible. Cancelled orders are refunded in full within 5–10 business days.

6. How refunds work

Approved refunds go back to the original card or payment method via Stripe, typically within 5–10 business days. You will receive an email confirmation as soon as the refund is issued.

7. Contact

Any return or refund question: email support@hillsprints.app with your order number (starts with HP-) and we will respond within 1 business day.