Full Terms & Conditions

Payment is due in full at the the time you make your order.

• We are unable to offer credit accounts to anyone except government departments and government educational institutions.
   
• If we do offer you an account, you'll need to complete our account application contract.
   
• We don't offer layby or deposits, but we do offer PayPal which offers a "Pay in 4" option.  We also plan to add more "Buy Now, Pay Later" options to our website in the near future.

It's important to understand that we don't currently display live stock quantities on our website, and we don't keep all items on our website physically in stock - many are shipped direct from our supplier warehouse, or ordered in from our upstream supplier.

Because our premises mostly function as a fine art printing studio space, we only have a small stock room - it would be impossible to keep stock on hand of every item we sell.  Since we don't keep everything in stock, it can take up to 3-4 business days for some orders to ship as we wait for stock to arrive from our upstream suppliers.

If you need your order shipped ASAP, or by a specific date, please call us first to check current stock levels and expected dispatch and delivery times before you make your order.

The website doesn't display live stock, but rather expected availability.  We try to keep the website as up to date as possible based on supplier information, but please note due to occasional communication gaps, a product may be on backorder and we haven't yet been informed.  Though it happens rarely, in these cases, the website may indicate that it's available when it's not. This is why we encourage you to call us before making your order, so we can check actual availability for you.

When this happens, we will send you a backorder notification by email presenting you with your options.

We endeavour to keep a wide range of popular items in stock, so about 80% of orders ship on the day of order, or next business day, if you order on the weekend.

• All items excluding monitors and printers are sent by Australia Post eParcel. During checkout you can choose regular or express services. PO Boxes are fine, excluding monitors and printer orders.
   
• eParcel is not the same as consumer level Australia Post services - we use it because it offers slightly better rates and significantly better tracking.  Whilst it does have an express option, this does not come with the same guarantee of next day delivery.  It usually performs at the same level in practise, but we can't offer a refund in the event the parcel does not arrive next day.  
   
• Most hardware, such as monitors, printers, trimmers, and lamps, are send by road courier who will not deliver to PO Box addresses. You should use an address where you will be present during business hours as you will need to sign for your package. If you are not present, a re-delivery will need to be arranged.  If there is a second failed delivery attempt, the package will be returned to sender and a re-delivery charge will be incurred.
   
• The shipping we quote on the website is an estimate based on best available knowledge at the time.  99.9% of the time it is correct.
  
  Occasionally, our website shipping calculator may get something wrong, or a supplier may change conditions without sufficient notice for us to make appropriate changes at our end.  This happens rarely, and we often try to absorb the extra cost in most circumstances.  Ultimately, we reserve the right to cancel & refund your order should a miscalculation have occurred that will result in Image Science incurring a significant unexpected expense.  And, of course, you may cancel from your end should you not be happy with any extra costs that we might need to charge you.   
  For this we apologise, but shipping such a wide range of sizes, weights, and shapes to any Australian address makes for a very complex shipping calculator!

Damage to deliveries must be noted at the time of delivery.

• If any damage occurs to your order during transit (this is very rare thanks to the strong packaging materials we use), then you must note this and inform us and the courier at time of receipt. Please note we can not help you if you fail to inspect your delivery in a timely manner as damage caused in transit must be notified to the courier, and acted upon, at time of delivery. You don't need to refuse the delivery (although you can), you can just ask them to note the damage.
• We pack items very carefully and have insurance covering all goods in transit. But do please note that as with all mail order purchases, our formal responsibility and ownership of the goods ends once we've sold the goods to you, and we deliver the package on your behalf to Australia Post or the courier. You are always very welcome to pick up your goods if you prefer.
• If a parcel should be lost/damaged severely (a very rare event - we have had only one outright loss since 2001 out of tens of thousands of packages), it is obviously the shipper's mistake and not ours. We will of course do everything in our power to help you with this issue, in terms of tracking and tracing and liaising with the carrier on your behalf, but there is a formal process (which can unfortunately take a significant amount of time) that we must go through before we can make an insurance claim. Unfortunately we can not under any circumstances send out any replacement goods until such an insurance claim is settled.

• All product specifications quoted are correct simply to the best of our knowledge but are subject to change without notice and we're human so we may make a mistake. 
  If a particular specification is crucial for your needs, it is your responsibility to contact the manufacturer directly to confirm. 
   
• We offer only generalised advice on our website and make no specific guarantees about suitability for any specific purposes.  If you have particular requirements, specifications, or specific purposes you intend for your goods purchased from Image Science, please ask for personalised advice before making your purchase.
• Please inspect your goods carefully when they arrive.  If there is any issue with your order (e.g. something is damaged, faulty, or has been incorrectly supplied to you) - you must let us know within one month of receiving your goods.
   
• Once a product has been purchased and paid for, the ownership changes to you the client. This is the case even if the item(s) remain on our premises. We are happy to store items on a short term basis if you happen to be unable to accept delivery at a particular time, but please be aware we are a small business and do not have limitless storage space, so plan to be able to accept your products within a short time scale please.
   
• Abandoned Goods (Products) - If you fail to pick up your goods within one month, without prior arrangement, we charge 9.09% of the value of the goods per month (or any part thereof) for further storage. This means that if the goods have not been collected within one full year, the storage fee will be equal to the cost of the goods, they will be considered abandoned, you will no longer own them, and they will be re-sold or used as demo models here at our discretion.  No refunds will be offered.

Fine art inkjet papers are manufactured using natural fibre-based processes and precision coatings, and minor variations in surface texture, tone, fibre content, and appearance are inherent to the material and do not constitute defects. A defect is defined strictly as any imperfection that is visible in the final printed image under normal viewing conditions and that materially affects the appearance or performance of the print. This includes, where present in the image area, coating failures, missing or contaminated coating, ink-repelling or ink-absorbing spots, coating lines or streaks, cracks or surface disruptions, embedded contamination affecting output, or physical damage such as scratches, dents, creases, or fingerprints that impact print quality. Variations only visible under magnification, extreme lighting angles, raking light, or close inspection, as well as natural fibre inclusions, minor specks, texture variation, tonal variation, edge characteristics, and optical brightener fluorescence, are not considered defects. Customers acknowledge that minor sheet-to-sheet variability and a small proportion of unusable sheets per box are normal for this category of product, and that appropriate handling, storage, and environmental control are required to avoid post-delivery damage. Assessment of quality is based on the appearance of the finished print under standard viewing conditions, not on inspection of unprinted sheets. For non-duo papers, the uncoated side has no expectation of being free from defects unless it shows through to the primary coated side, or otherwise materially affects front side performance.

• Estimated turnarounds for normal sized jobs are always listed and keep up to date here.
• Your order will be delayed if you fail to follow our advice about supply of film for scanning or set up files for printing.
• We will try to contact you with questions about your order if we have any, but if we can't reach you we have default policies in place to keep orders moving through the system (e.g. all untagged images are assigned sRGB as their profile, all images larger than the printable area on the page will be rescaled to fit the printable area, orders where files are not supplied in a timely manner will be cancelled and refunded etc).
• We provide excellent, accurate tools (i.e. our print service profiles) to help you get great results from our services.
• Prints made on hand made fine art materials may not be 100% perfect at all times, or may not match 100% in colour from job to job due to conditions beyond our control. We do everything we can to ensure the best possible result at all times but if absolute clinical perfection or identical colorimetric accuracy is what you need, then these sorts of materials and processes may not be suitable for your job.
• Scans of your film are made to the best ability of our equipment and using our many years of professional experience at the highest level. We deliberately produce a flexible scan suitable for fine art image production purposes. Occasionally our scans may not match your expectations if you're not expecting this, and we will be happy to discuss with you how you can improve your results with this sort of workflow.
• Please inspect your prints carefully when they arrive/you pick them up.  If there is any issue with your order (e.g. something is damaged or incorrect ) - you must let us know within two weeks of receiving your prints. After this period our ability to look into technical issues is drastically harder or even impossible, hence no reprints will be done or offered after this period.
• If you have any questions about our services please ask before you submit your order!
• We like to share our (and your!) work on social media - of course we will contact you for permission first. 
• We have a 12 months submission cut off (from date of order) - for ICC profile target prints - this is because it costs us significantly to maintain the complex path to ICC profiles (machinery, process development, training, the elaborate and precise but ever-changing process instructions required due to the never-ending operating system and driver changes). 
• Abandoned Goods (Services) - We're in a small, inner city place and room is always at a premium.  Prompt pickups are very much appreciated.  If you DO fail to pick up your orders (without prior arrangement) - within 3 months of notification that your service work is complete (or 4 months of the original order date - as we can't guarantee you read the notifications we sent, but all our turnarounds are always less than a month!) - we reserve the right to dispose of uncollected materials - and FAIR WARNING: this includes any original film/artworks we're holding for you - and any resulting service work (e.g. prints/scans) we may have produced for you.  And, as the work has been performed, no refunds will be offered.   We will attempt to contact you several times before proceeding but we simply can't store things for you indefinitely.,

Technical support is provided exclusively via email and is not available by telephone. Access to support is conditional upon the customer submitting a request via email that includes sufficient detail to enable assessment of the issue, including a clear description of the problem, relevant background information, and, where applicable, photographs or screenshots. Our support services are limited strictly to products purchased directly from us and do not extend to general computer issues, third-party hardware or software, or the configuration and operation of external systems connected to our products. Due to the technical nature of the products we supply, customers are expected to possess a reasonable level of technical and technological proficiency, including moderate computer skills, the ability to follow written instructions, comprehend technical documentation, and undertake basic troubleshooting. Effective support may also require customers to engage in self-directed learning and independent research where appropriate.

We are a business that offers specialised items, often brought in to order for clients and as such we can not be as flexible with returns as more generalised retail businesses.

• Please consider your purchases carefully as we are generally unable to allow returns or cancellations of items if you have simply changed your mind.
• Because we often order stock in specifically for particular orders, at significant expense, we do not accept change of mind cancellations of orders. Of course if we're unable to deliver within our typical time-scales (products sent from us to you, sent from our offices or directly from our upstream suppliers within 5 working days) - then we will accept cancellation/change requests.
• Goods reported as faulty will be assessed to see if they are actually faulty or performing to within their normal specifications and tolerances (often this can be done via discussion and photographs, but may at times require return of the goods to us or the manufacturer for hands on assessment).  Goods determined to be faulty will of course be repaired or replaced under the manufacturer's warranty terms. As with all mail orders, the customer is in general responsible for return shipping to us in both financial and responsibility terms - we strongly suggest you use a track-able and insured return courier.  We will cover outgoing shipping on replacement or repaired items.
• We may allow you to return some items we regularly stock but this is entirely at our discretion, and please be aware that the only legal right of return you have under Victorian law is if goods are faulty or not fit for purpose - and we're very happy to offer extensive advice to make sure you're getting the right products for your needs.
• If you have a specific intended purpose for goods, or a particular aspect of performance that is critical to you,  you must disclose this prior to purchase and we're happy to offer advice to help you
• Please inspect your goods carefully when they arrive. If there is any issue with your order (e.g. something is damaged, faulty, or has been incorrectly supplied to you) - you must let us know within one month of receiving your goods.
• We repeat that it is your personal responsibility to check the exact specifications of products before purchase if this is of critical importance to you as we provide our information as a guide only and exact specifications are subject to change by manufacturers without notice to us (and therefore to you).
• Wherever possible we will try to help you - but we will not incur significant expense on your behalf, and in this scenario we may not allow the return at all or charge a re-stocking fee of up to 50% of the value of the goods to cover our costs.
• If we do agree to accept a return, the goods must be returned to us in unopened condition exactly as sold.
• Even if we have made a mistake in supply, this must be reported to us within one month of receiving the goods or we will not be able to accept a return.
• Specifically to Epson inks, please carefully double check that your cartridges are the correct ones for your printer before you open them as we are unable to accept any returns of inks that have been opened. We also cannot accept return of inks after more than three months from the original order date has passed - this is because inks have a limited shelf life/expiry date, and must be correctly stored for that shelf life.

We will always contact you for permission before sharing your images on social media, and endeavour to tag you appropriately where required.

Your privacy is important to us and in general we will keep all your information, such as your contact/transaction details or correspondence with us, private - and we will never share such information with third parties for purposes such as marketing lists.  
 

We take website privacy and security very seriously - indeed, our site is only served over private and secure HTTPS, using the best available encryption standards.  
 

We collect the minimum amount of information necessary to enable online transactions that are safe for both parties.  We are obliged to store this information (i.e. records of transactions) by Australian Law, for tax purposes.  However no payment information (i.e. credit card numbers/details) is stored, or even processed by us, at any time.  For credit card transactions we use the highly secure and PCI compliant eWay third party payment provider (and their Beagle anti fraud tools).
 

If you would like us to remove your account/data we are happy to so in as much as we can whilst still remaining compliant with our tax/fiduciary obligations.  Simply contact us if you would like to request removal of your data.
 

We use Google Analytics to monitor server traffic etc. The data is only reviewed in aggregate at the statistical level for website development and performance reasons.
 

We may at times share your contact information and the contents of your emails to us, with our upstream suppliers solely for the purposes of facilitation of support & warranty requests.  For example, if you make a warranty claim on a product, and as the warranty is offered by the manufacturer, we may share your emails with your contact details and/or description of the issues with the manufacturer.  You may choose to have us liaise with them about these matters on your behalf, or you can deal with them directly. We generally recommend the direct approach as it is faster, but we're happy to help at any point of the process, if you would like us to.

You will never be signed up for anything without your express consent - we do send one 'Welcome To Our Website' email after your first purchase  with us, but this is independent of your newsletter subscription with us if you choose to have one.  Your newsletter subscription is based on  you providing express consent to join the newsletter (usually during the checkout process, or by using the subscription forms on our website).  If ever you want to cancel your subscription, there is a link at the  bottom of every email we send to do this, or simply email us and we'll take you off the list.

We only keep files supplied to us for a short amount of time (usually a few months) just in case of issues or reprints etc, before they are permanently deleted off our system.

File that we produce (eg. as part of Art Reproduction or Film Scanning) are also only kept for a limited amount of time (1-2 months from completion of job) before they are permanently deleted off our system. We will provide you a download link to access your files - please note this download link is temporary. Once downloaded, please immediately make your own backup of these files - they are your responsibility to keep safe. We can only make your original files available for a limited time, before they will be deleted.

Our file uploader is hosted on a standalone secure server just for this purpose, it comes straight through to us, so there's no third parties or service sharing involved there. All files are transferred with strong 256 bit FIPS encryption and a SHA-256 checksum/hash for integrity checking. 

For safety and to protect Copyrights, we do not store or backup any client files on the cloud at all - they are all stored locally only.

All files are treated as confidential and will not be shared or used for anything other than your job.

Absolutely no promises are made or implied by us offering this (free) service.  

Never ever rely on us having the only copy of your files.
 

This is purely a 'best effort' convenience for both of you and for us, so you don't have to keep re-uploading the same files over and over.

To be clear:

• This is NOT a backup service (although it has acted as such on several occasions but please please backup your files properly!).
• You should NEVER RELY on these files being available.
• Our copy of these files should NEVER be your only copy of these files.
• For a variety of reasons, we may lose, misplace or delete your files at any time. 
• Such storage is provided only to facilitate regular, ongoing print orders.  
   

In a nutshell, if you don't order from us for a substantial amount of time (~12 months) - then to reduce our risk & expense, you should assume we will remove your files from our system, without notice.

Our Client Library storage area is large and contains many very valuable files - thus for safety and to protect Copyrights, we do not store this on the cloud. Thus, you will not have direct access to our local copies of your files. If you need changes (e.g. old files removed, new files added, files renamed, a list of files we have with thumbnails etc.) - please just get in touch and we can help you with this manually. If you need to do more extensive work on your library, you can visit our office and work on your library here (by prior arrangement with us) - but a better option would be to re-prepare the library in full at your end, and then ask us to replace your entire library with a new one.