Last updated: 26 August 2026
I want purchases from the studio to arrive as expected. This policy explains how returns, refunds and problems with orders are handled. Nothing in this policy excludes or limits rights and remedies that cannot be excluded under the Australian Consumer Law.
Australian Consumer Law
Products and services sold to Australian consumers come with consumer guarantees. If an item has a major problem, is unsafe, is significantly different from its description or otherwise fails a consumer guarantee, you may be entitled to a refund, replacement or another remedy depending on the circumstances. A blanket “no refunds” rule does not apply where the law gives you a remedy.
Damaged, faulty or incorrect orders
If your order arrives damaged, faulty or incorrect, please contact me as soon as reasonably possible through the Contact page. Photographs of the item, packaging and shipping label can help me investigate quickly with the carrier or production partner. If possible, keep the original packaging while the issue is being reviewed.
Any request to report damage promptly is intended to make shipping claims easier and does not remove rights you may have under consumer law.
Original paintings and handmade items
Original artworks and handmade products naturally contain texture, brush marks and small variations that are part of the work rather than defects. If an original or handmade item is genuinely faulty, damaged in transit or materially different from what was ordered, please contact me so an appropriate remedy can be arranged.
Change of mind
Australian Consumer Law does not generally require a business to provide a refund simply because a customer changes their mind. Any change-of-mind return for a ready-to-ship item is therefore discretionary and must be approved before the item is sent back. The item must be unused, undamaged and returned in its original condition and packaging. Unless required by law, return shipping for an approved change-of-mind return is the customer’s responsibility.
Commissions and personalised work
Commissioned, personalised or specially created work is made for a particular customer and is generally not eligible for change-of-mind cancellation or return once work has commenced. Any deposit, approval, cancellation or refund terms agreed for a commission will be set out in the commission correspondence or project agreement. This does not remove consumer-law rights where they apply.
Made-to-order prints and art accessories
Some fine art prints and art accessories are produced only after an order is placed. Because they are made to order, change-of-mind returns are generally not offered. If a made-to-order item arrives damaged, faulty, misprinted or incorrect, contact me so I can work with the production partner to provide the appropriate remedy.
Digital wallpapers and other digital freebies
Digital downloads cannot be physically returned after delivery. If a download link or file is faulty or inaccessible, contact me and I will help provide access or a working copy. Your statutory rights are not excluded.
Sale items and promotional/free items
Sale pricing does not remove consumer guarantees. Free promotional items may be limited by availability; however, if a paid order is affected by a faulty or incorrect component, please contact me.
Refund processing
Where a refund is approved or required, it will normally be returned to the original payment method. Bank or payment-provider processing times are outside my control.
Before sending a return
Please contact me before posting anything back. Original artworks and made-to-order products may have different return instructions or locations, and an unauthorised return can delay resolution.