Refund policy
At Illustrated Tracks, we want you to be thrilled with your purchase! If your product arrives damaged or wrong/different from what you ordered , we’re here to help with a return or exchange within 30 days of your purchase - 100% free!
To ensure a smooth return process:
- Returns/refunds are accepted for products that are damaged, wrongful packages or significantly different from what was described/ordered
- Returns are 100% free at no extra cost to you. However, in some cases where you have made a mistake with your order and wish to change it, partial refunds may be considered.
- Given each poster artwork is custom printed, we can not exchange an item for a different size/color if that was not your initial selection. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let me know.
- To initiate a return, please email contact@illustratedtracks.com within 1 week of delivery with your order number and, if applicable, photos of any damage.
- Once approved, we will provide instructions for the next steps.
Our team is dedicated to quality and your satisfaction, and we appreciate your understanding of this policy to help us serve you better.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@tracknationau.com