If it's not right, we'll make it right

Every Pat Kay print is made to order — printed, matted, and hand-framed individually for you. Because each piece is produced specifically for your order, here's how cancellations, returns, and refunds work.

Changing or cancelling an order

If you need to change or cancel your order, email us at orders@patkay.studio as soon as possible. We can usually make changes while your order is still queued, but once it enters production it's being made to order and can no longer be cancelled or altered.

Change of mind

Because every print is made to order, we're unable to accept returns or exchanges simply for change of mind. Please double-check your size, frame colour, and finish before ordering — and if you'd like help choosing, just ask. We're always happy to help you get it right.

Damaged, faulty, or incorrect orders

We stand behind every print we make. If your order arrives damaged, has a fault, or isn't what you ordered, we'll put it right with a free replacement or a full refund — your choice.

Please email orders@patkay.studio within 30 days of delivery with your order number, a photo of the issue, and a photo of the packaging if the damage happened in transit. We'll arrange a replacement or refund straight away.

Lost in transit

If your order is lost in the post, we'll replace it. Carriers consider a parcel lost 30 days after dispatch, so replacements for lost parcels are arranged after that point. This doesn't apply where an incorrect or incomplete address was provided (see below).

Incorrect address

Please make sure your shipping address is correct and complete at checkout. If a parcel is returned or can't be delivered because of an incorrect or incomplete address, we'll happily re-ship it once the correct details are confirmed, though a re-shipping charge may apply.

Refunds

Approved refunds are issued to your original payment method. Please allow a few business days for your bank or card provider to process it.

Contact

Questions about a return or refund? Email orders@patkay.studio.

Pat Kay
Suite 1078, 659 Darling Street
Rozelle NSW 2039
Australia