Refund Policy
Last updated: 25 October 2026
This page explains when you can ask for a refund, how long you have, and how long we take. It forms part of our Terms of Service. To send a request, use the form at the bottom of this page.
1. You can ask for a refund if
- Your brick is not displayed as you ordered, because of our error: for example the wrong size or image, or the brick is missing from the Wall.
- You were charged more than once for the same order, or a payment was made that you did not authorise.
- The Wall is closed or changed before your Minimum Display Period ends, in a way that materially reduces how your brick is displayed. See section 6 of the Terms of Service.
- We removed your content by mistake and cannot restore it.
- There is a major failure in the service we supplied, or any other problem for which Australian Consumer Law gives you a remedy.
Automatic refunds. If your payment arrives after your 30-minute reservation has expired, or the area is no longer available, the brick is not assigned and we refund the payment automatically. You do not need to send a request.
2. When we cannot refund
- Change of mind. Your brick is published as soon as your payment is confirmed, so we do not refund a change of mind after payment. You can change or abandon your order at no cost before you pay.
- Content we removed because it broke our Terms of Service or the law.
- A mistake in the details you typed (for example your company name or website). Tell us and we will correct it free of charge instead.
- A temporary interruption of the website, or the Wall not bringing you the visitors or customers you hoped for.
Nothing on this page limits your rights under the Australian Consumer Law or other laws that cannot be excluded.
3. How long you have to ask
| Display problem, double charge or unauthorised payment | Within 30 days of the payment date. |
|---|---|
| Wall closed or changed | Within 60 days of our email notice, and before your Minimum Display Period ends. |
| Content removed by mistake | Within 30 days of the removal. |
| Major failure or other legal remedy | As soon as you notice the problem. We always consider a request where the law requires us to, even if it arrives later. |
4. How long we take
- We confirm that we received your request by email within 2 business days.
- We tell you our decision within 5 business days of having all the information we need. We may ask you for more details, for example a screenshot.
- If we approve the refund, it is sent to the original payment method. Your bank usually shows it within 5 to 10 business days.
5. How much we refund
- For a problem with your order, a double charge or an unauthorised payment: the amount affected, up to the full price.
- If the Wall closes early: the price multiplied by the days left in your Minimum Display Period and divided by the total days of that period.
- Refunds are made in Australian dollars (AUD) and include the GST that was charged on the refunded amount.
- Paying from another country or currency? All prices and charges are in AUD. If your card is in another currency, your bank converted the charge when you paid, and it will convert the refund back into your local currency. The amount you receive can be a little different from what you paid because of your bank's exchange rate on the day. We refund the exact AUD amount and cannot refund any currency conversion fee charged by your bank.
- If we refund the full price of a brick, the brick is removed from the Wall and its area becomes available again.
6. Request a refund
Fill in the form below. We review every request by hand and reply to the email address you give us. Sending the form does not refund anything by itself. You can find your order number in the confirmation shown after payment and in your Stripe receipt. You must attach your receipt or invoice and the logo you uploaded, so we can check the order.
Prefer email? Write to support@pixelbrickwall.com and include your order number.