Refund Policy

Made-to-Order Policy

Because every frame is custom-made to your order specifications, we do not accept returns or refunds for change of mind once your order has shipped. This applies to all frame orders, including personalised frames with the iTAB engraved plaque. (To cancel before production has started, see Order Cancellations below.) The only exceptions are items that arrive damaged or with a manufacturing defect, or as required under Australian Consumer Law — see below.

We encourage you to review your order carefully before placing it, including the frame size, colour, medal opening type, and any personalisation details.

Delivery Estimates

Our quoted delivery time (production plus transit) averages around 16 days, but is an estimate only, not a guaranteed delivery date. Actual times vary with order volume (especially after major races), your location, customs processing, and carrier delays — rural and remote addresses in particular may take longer. Delivery taking longer than our quoted estimate is not, by itself, grounds for a refund or cancellation. If your order hasn't arrived within the timeframes below, contact us and we'll investigate with the carrier.

Damaged or Defective Items

If your frame arrives damaged or has a manufacturing defect, we will replace or refund it at no cost to you. To qualify:

• ·Contact us within 7 days of receiving your order
• ·Email us at orders@marathondisplayframes.com with your order number
• ·Include clear photos showing the damage or defect

We will review your claim and respond within 2 business days. Approved claims will receive either a replacement frame (at our discretion) or a full refund to your original payment method.

Order Cancellations

Orders can be cancelled within 24 hours of placement, provided production has not yet begun. To cancel, email orders@marathondisplayframes.com immediately with your order number. After 24 hours, or once production has started, cancellations are not possible.

Incorrect Orders

If we have made an error in your order (wrong colour, wrong size, wrong event), we will replace it at no cost to you. Please contact us within 7 days of receiving your order.

Lost in Transit

If your order is lost in transit (no delivery after the maximum expected timeframe), we will issue a replacement or refund after investigating with the carrier. Please contact us if your order has not arrived within:

• ·Australia: 10 business days after dispatch
• ·United Kingdom: 20 business days after dispatch
• ·United States: 25 business days after dispatch
• ·Europe: 20 business days after dispatch

Refund Processing

Approved refunds are processed to the original payment method within 5–10 business days, depending on your bank or payment provider. We will confirm by email when the refund has been issued.

Australian Consumer Law

Our refund policy operates alongside your rights under the Australian Consumer Law (ACL). If a product has a major failure, you are entitled to a replacement or refund. If a product has a minor failure, we may choose to repair it. These rights apply regardless of our returns policy.