Terms of sale and refunds

Photo Q (ABN 67 518 130 687), 605-607 High Street, Kew East VIC 3102. Ring (03) 9855 0006 or email [email protected].

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing on this page takes those away. Last updated 13 October 2026.

Prices are in Australian dollars and include GST. You pay at checkout through PayPal, with a card or a PayPal account; your tax invoice is emailed to you. Online orders have a $12.95 minimum.

We do not charge extra for a rush. If you need something quickly, ring us and we will tell you what is possible.

Order prints by 11am on a business day and they are ready to collect the same day, or go out by Express Post the same day. Same-day turnaround is subject to our workload, to machine breakdowns and to our business hours, which can change, for example over public holidays. Everything else shows its usual turnaround at checkout. Framing, canvas and transfers take longer because they are made by hand; we tell you when they are ready.

We email you when your order is ready. We hold finished work, and anything you have brought in, for three months. After that we may dispose of it, so please collect within the three months or ring us to arrange something.

We post with Australia Post and offer Express Post. Postage is shown before you pay.

Once Australia Post has your parcel, delivery times are theirs, and the parcel travels at your risk. At checkout you can add Australia Post Extra Cover for a small fee, which insures the parcel against loss or damage in transit. If a parcel does go missing or arrives damaged, tell us straight away: with Extra Cover we claim and reprint at no cost to you; without it we help you with the Australia Post claim and reprint at our standard price.

If a print or a transfer is not what you ordered, or has a fault that is ours, we reprint or redo it. Ring, email or bring it in as soon as you notice, and bring or photograph the print so we can see the fault. Where a reprint cannot put it right, we refund it. That is on top of your rights under the Australian Consumer Law.

We print what you send. The site warns you when a photo is too small for the size you have chosen, both while you are editing and again at checkout, and it shows you the crop. A print that matches your file, including one that is soft because the photo was small, or cropped the way you set it, is not a fault. Paper also looks a little different from a bright screen, especially in dark areas; that is normal.

Tapes, film, slides and prints are priced per item, and we agree the price before we start. If a tape, film or negative is damaged or broken and cannot be transferred, there is no charge for it. If it can be transferred, even in very poor condition, it is charged as usual: worn and faded originals are an everyday part of our work, so we do not ring you about an item's condition before we transfer it.

While your originals are in the shop they are our responsibility. If you post them to us, they travel at your risk, so use a tracked service and consider Australia Post Extra Cover. Posted originals come back by the service you have paid for, at your risk once they are with Australia Post.

We print to the specification you give us for the country or document, and we check it at the counter. If a photo is rejected, bring the rejection notice in and we will look at what went wrong and sort it out case by case.

Everything we make is made to your order. If you need to change or cancel something, ring or email as soon as you can; if we have not started on it, we will. Once printing, framing, stretching or a transfer has begun, the order cannot be cancelled, and finished custom work cannot be returned unless it is faulty.

PhotoQ digital gift cards are good for three years from the day they are bought, can be spent on anything we make, and cannot be exchanged for cash. Gift cards bought from our old Order Photos Online frame shop are still honoured: ring or email us with the last four characters of the code and we will swap it for a PhotoQ gift card of the same value.

You must own the photos, film and recordings you send us, or have permission from whoever does. We cannot copy commercial films, broadcasts or professional photographs without written permission from the copyright holder, and we may decline work that we believe breaches copyright or the law.