This Refund Policy ("Policy") applies to all purchases available through Steph Brooke Studio
We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy"). Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order. We believe in being fair and if something is not right, we are here to help at firstname.lastname@example.org.
Change of Mind
We ask that you choose carefully before purchasing artworks from Steph Brooke Studio as returning goods can be both time consuming and costly due to the sizing and nature of the artwork. Original artworks are one of a kind and prints on canvas and cotton rag are all made to order. We send these off to the printer after your order has been placed - so they really are made just for you!
We understand that buying art online can be tricky, and ultimately our aim is for you to be in love with your purchase. For this reason we have a 7-day change of mind return policy on rolled canvas and rolled cotton rag prints. Please remember to wear gloves while handling a cotton rag print, as marks can be permanent. You will need to contact us at email@example.com within 7 days of receiving your item in the post.
All other items which are stretched and framed are considered to be custom orders and cannot be returned if you change your mind. These items have been custom made by our framer specifically for you and the artwork you have chosen.
If you are not sure about an item, we would recommend getting in touch with us at firstname.lastname@example.org prior to purchase so that we can help find the right product for you and answer any questions or concerns. Alternatively, you can purchase a rolled canvas or rolled cotton rag print where we have the capacity to offer you an exchange or studio credit to the same value.
If you change your mind on your eligible purchase and decide to return your goods, you will be given the option of either an exchange or store credit. Unfortunately we cannot offer a refund for a change of mind return.
Any shipping costs incurred will not be applied to the credit/exchange and the cost of returning the goods will be paid the customer. We recommend using a trackable or signed-for delivery service such as registered post, as we cannot provide a credit or exchange until the item has been received. We cannot offer refunds for items which have incurred a shipping delay. Shipping and courier delays have been extensive over the COVID, flooding and Australia Wide Staff shortages and as this does not affect the quality of the handmade product.
Step number one is to get in touch and let us know about the issue with the product, by emailing email@example.com. Please include the below details when contacting us:
- Your full name, email address, contact phone number and shipping address
- Your order number, the date of your order, the date you received your order and your receipt
- A description of the problem with your product and a photo of the problem
- Let us know how you would like your issue to be resolved; requesting a repair or replacement
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags. You do not need to have the original packaging, but we'd suggest hanging on to it so that you don't need to purchase another suitable shipping package for the return. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any returns related questions at firstname.lastname@example.org. We are here to help!
Australian Consumer Law
Under the Australian Consumer Law:
(i) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value.
(ii) You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission http://www.accc.gov.au.
If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law ) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law ) then you may still be entitled to have the goods repaired or replaced.
Cancellation and Change of Mind
We provide a 7-day change of mind policy for selected products, but we are not required to provide a refund or replacement if you change your mind.
Products Damaged During Delivery
In the event that the product you ordered has been damaged during delivery please contact us as soon as possible via email at email@example.com. Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product. We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of receiving the product.
Shipping Costs for Returns
In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law , we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.
If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law ) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law ), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
We aim to process any requests for repairs, replacements or refunds within 3 business days of receipt.
How to Return Products
You can contact us at firstname.lastname@example.org to discuss a return using the information. Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase. To be eligible for a refund, repair or replacement, you must provide proof of purchase. You may be required to provide a government issued identification to qualify for a refund, repair or replacement.
If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at email@example.com.