At HotPress we take great care to ensure that you receive the item that you ordered, and that it arrives in excellent condition. We do not replace or exchange items just because you have changed your mind, so please choose carefully. All sales are final. Our prints are produced based upon your specific order. However, you are entitled to compensation if the products you have bought are either:
- Faulty, or
- Damaged, or
- Different from what was represented on our HotPress website.
If an item is faulty. We do not knowingly ship faulty goods. We inspect each item before it is packed to ensure that it meets our high production standards. Even though we spend many hours retouching our digital images, there may still be areas that exhibit damage sustained by the original. Sometimes we cannot remove some of the worst damage without dramatically changing the overall tone of the image. So we decide what can be achieved to offer the best result. Prints that still exhibit damage that is on the original image are not considered to be faulty.
If an item is damaged. We do not knowingly ship damaged goods. All of our prints are shipped inside a hermetically sealed bag to protect against humidity and water damage. The print, inside its sealed bag, is then put into an Australia Post Postal Tube and the ends are sealed with extremely strong packaging tape. Unfortunately, during handling by Australia Post, some tubes do get damaged and occasionally the print can be creased. If the tube is damaged upon delivery to you, we recommend that you still open the tube and check whether the print has been damaged. If that is the case and the print has been damaged, you must reseal the tube and then post the tube and its contents back to us. Upon receipt, we will also check the contents, we will refund you your postal charges for the return post, and we will send you a replacement print. We do not refund, exchange or credit for damaged goods. We only offer replacement for damaged goods.
If your item is different from what was represented on our HotPress website. At HotPress we provide reasonably large images on our website of the retouched images for you to help you make your choice. Unfortunately we cannot show images with too much detail at highly enlarged magnification without offering ourselves as a target to counterfeitters. You must acknowledge that the majority of historic photographs and images have significant damage from years of handling and storage. Whilst we spend lots of time trying to bring these images back to near-original condition, it is impossible to make them perfect. If you order a large print you will see things that are not possible to show on a computer screen, and whilst that may be a little surprising to you and maybe even upsetting, it does not mean that we have sent you something different from what was represented on our HotPress website.
If we ship you an item that does not match what is on the accompanying invoice, then the fault is ours. Please reseal and return the tube and its contents to us and we will refund your return postal costs and send you the item that you ordered.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Currently we only ship within Australia and we use Australia Post, therefore we can deliver to PO Boxes and similar addresses. Depending on the value of the goods we may require signature on delivery.
Because our prints are manufactured right here in Australia, it may take a few days for the print to be manufactured before we can ship it. When we ship your item we will send you an email indicating that it has been shipped, along with its Australia Post Tracking number, so that you can see when it is due to be delivered.