Refund policy
.ul-policy {
max-width: 680px;
margin: 0 auto;
padding: 40px 20px;
font-family: inherit;
line-height: 1.75;
color: inherit;
}
.ul-policy-eyebrow {
font-size: 11px;
letter-spacing: 0.15em;
text-transform: uppercase;
color: #888;
margin: 0 0 10px;
}
.ul-policy h1 {
font-size: 28px;
font-weight: 500;
margin: 0 0 8px;
}
.ul-policy-updated {
font-size: 13px;
color: #999;
margin: 0 0 40px;
}
.ul-policy-intro {
background: #f7f7f5;
border-radius: 10px;
padding: 18px 22px;
font-size: 15px;
color: #444;
margin-bottom: 36px;
line-height: 1.7;
}
.ul-policy h2 {
font-size: 17px;
font-weight: 500;
margin: 36px 0 10px;
padding-bottom: 8px;
border-bottom: 1px solid rgba(0,0,0,0.07);
}
.ul-policy p {
font-size: 15px;
color: #444;
margin: 0 0 14px;
}
.ul-policy ul {
margin: 0 0 16px;
padding-left: 20px;
}
.ul-policy ol {
margin: 0 0 16px;
padding-left: 20px;
}
.ul-policy ul li,
.ul-policy ol li {
font-size: 15px;
color: #444;
margin-bottom: 8px;
}
.ul-policy strong {
font-weight: 500;
color: #222;
}
.ul-policy a {
color: inherit;
text-decoration: underline;
}
.ul-policy-eligible {
border: 1px solid #c8e6c9;
background: #f1f8f1;
border-radius: 10px;
padding: 18px 22px;
margin: 16px 0 24px;
}
.ul-policy-eligible .ul-box-label {
color: #2e7d32;
font-weight: 500;
margin: 0 0 8px;
font-size: 13px;
text-transform: uppercase;
letter-spacing: 0.08em;
}
.ul-policy-eligible ul li {
color: #2e7d32;
}
.ul-policy-not-eligible {
border: 1px solid #ffcdd2;
background: #fff5f5;
border-radius: 10px;
padding: 18px 22px;
margin: 16px 0 24px;
}
.ul-policy-not-eligible .ul-box-label {
color: #c62828;
font-weight: 500;
margin: 0 0 8px;
font-size: 13px;
text-transform: uppercase;
letter-spacing: 0.08em;
}
.ul-policy-not-eligible ul li {
color: #c62828;
}
.ul-policy-note {
background: #f7f7f5;
border-radius: 10px;
padding: 16px 20px;
margin: 16px 0 24px;
}
.ul-policy-note p {
margin: 0;
font-size: 14px;
color: #666;
}
.ul-policy-contact {
margin-top: 40px;
border-top: 1px solid rgba(0,0,0,0.07);
padding-top: 28px;
}
.ul-policy-contact h2 {
border-bottom: none;
margin-top: 0;
padding-bottom: 0;
}
.ul-policy-email {
font-weight: 500;
color: #222;
}
.ul-policy-acl {
border-left: 3px solid rgba(0,0,0,0.1);
padding-left: 16px;
margin: 16px 0;
}
.ul-policy-acl p {
font-size: 14px;
color: #666;
}
@media (max-width: 600px) {
.ul-policy h1 { font-size: 24px; }
.ul-policy h2 { font-size: 16px; }
}
Underwater Lens
Returns & Refunds Policy
Last updated: August 2026
We want you to be happy with your purchase. All Underwater Lens fine art prints are custom-made to order using museum-grade materials by Left Bank Art Group, Gold Coast. Because each piece is produced specifically for you, please read this policy carefully before placing your order.
Fine art prints & framed artwork
Because all prints and framed artworks are custom produced to order, we do not offer returns, refunds, or exchanges for the following reasons:
✗ Not eligible for return
- Change of mind after purchase
- Incorrect size or frame selection at checkout
- Colour variation between your screen and the printed piece (screen calibration differences are normal and not considered faults)
- The print does not match your wall colour, furniture, or décor
- Delays caused by shipping carriers
- Ordering mistakes made by the customer
Once production has commenced, orders cannot be cancelled or modified. This applies to print-only artworks, framed artworks, limited edition artworks, custom-sized artworks, and special orders.
Please choose carefully before placing your order. If you have any questions about sizing or framing options, contact us before purchasing — we're happy to help.
Damaged or faulty items
Please inspect your order immediately upon delivery. If your artwork arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery.
✓ Eligible for return or replacement
- Print or frame arrives visibly damaged (cracked frame, torn paper, broken glass)
- Production fault present (misprinting, incorrect colours, smudging)
- Wrong item received (different print, size, or frame to what was ordered)
To submit a claim, contact us at sinajoelle@underwaterlens.com and include:
- Your order number
- Clear photographs of the artwork and the damage or fault
- Photographs of all packaging and shipping materials
⚠️ Failure to provide packaging photographs may result in the claim being declined. We recommend photographing your package before opening it.
If your claim is approved, we may at our discretion offer a replacement item, store credit, or a partial or full refund. We reserve the right to refuse claims where damage appears to have occurred after delivery or through improper handling.
Apparel & lifestyle products
For apparel, accessories, and other non-custom merchandise, we accept returns within 30 days of delivery, provided:
- Items are unused and in original condition
- Items are returned in original packaging where possible
- Proof of purchase is included
Returns will not be accepted for worn or washed apparel, personalised or custom items, sale items, or gift cards.
Customers are responsible for return shipping costs unless the item is faulty or incorrect. To request a return, contact sinajoelle@underwaterlens.com before sending anything back. Items sent without prior approval will not be accepted.
Exchanges
We do not offer direct exchanges. If you would like a different item, size, or variation:
- Request a return (if eligible), and
- Place a new order separately
Shipping damage & lost parcels
We take great care packaging all orders securely. If your parcel arrives visibly damaged, we recommend photographing the package before opening it and retaining all packaging materials, then contacting us immediately.
If a parcel is confirmed lost in transit by the courier, we will work with the shipping provider to organise a replacement or resolution where appropriate.
We are not responsible for delays caused by couriers, customs, weather events, supply chain disruptions, or other circumstances outside our control.
Incorrect shipping information
Customers are responsible for ensuring all shipping information is correct at checkout. If an order is returned due to an incorrect address, additional shipping charges may apply and original shipping costs are non-refundable.
Colour & material variations
The following are not considered faults:
- Slight colour variations between screen displays and physical prints
- Unique grain variations in natural timber frames
- Minor variations in handmade framing consistent with artisan production
- Slight colour or texture variations in garments between production runs
European Union 14-day cooling-off period
If your order is shipped to the European Union, you may have the right to cancel or return eligible non-custom items within 14 days of delivery. This does not apply to custom-made fine art prints, framed artworks, personalised products, or limited edition artworks. Returned items must be unused, in original condition, and include proof of purchase.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved. If approved, refunds will be processed to your original payment method within approximately 10 business days.
Please note that banks and payment providers may require additional processing time. Original shipping costs are non-refundable unless required under Australian Consumer Law.
If more than 15 business days have passed since your refund was approved, please contact us at sinajoelle@underwaterlens.com.
Australian Consumer Law
Nothing in this policy excludes or limits your rights under Australian Consumer Law. Customers are entitled to a replacement or refund for products with a major fault or defect as required by applicable law.
Questions?
If you have a question about your order or need to submit a return request, get in touch via our contact page or email us directly at sinajoelle@underwaterlens.com.
Underwater Lens — Aitkenvale, Townsville, QLD, Australia. All prints produced locally by Left Bank Art Group, Gold Coast, Queensland.