Shipping — Framed Prints
Framed prints are made to order through our Australian print partner network (Gelato) rather than shipped from a warehouse shelf. This means:
- Processing time: 2-5 business days to produce your print and frame
- Shipping time: typically an additional 3-7 business days within Australia
- Total estimated time: around 5-10 business days from order to delivery for most Australian addresses
You'll receive a shipping confirmation once your order is on its way. Delivery times may vary slightly for regional or remote addresses.
Shipping — Digital Downloads
Digital products are delivered instantly. There's no shipping involved — once your payment is confirmed, your file is available to download from your order confirmation email and your account order history straight away.
Returns & Refunds — Framed Prints
We want you to love what you receive. If your framed print arrives damaged, faulty, or significantly different from what was ordered, contact us within 14 days of delivery at hello@proteusai.com.au with your order number and a photo of the issue, and we'll arrange a replacement or refund.
Because each framed print is made to order specifically for you, we're unable to offer refunds or exchanges for change of mind. Please check your size and design selection carefully before completing your purchase.
This is in addition to, and does not limit, any rights you have under the Australian Consumer Law, including guarantees that goods are of acceptable quality and fit for purpose.
Returns & Refunds — Digital Downloads
Digital products are non-refundable once downloaded, as the file cannot be "returned." If you experience a genuine technical issue — for example, a corrupted file, missing pages, or a broken download link — contact us at hello@proteusai.com.au and we'll fix it or issue a refund.
How to Start a Return or Report an Issue
Email hello@proteusai.com.au with your order number and a description (and photo, if relevant) of the issue. We'll respond within 1-2 business days with next steps.