Refund policy

Returns and Cancellations Policy


MADE TO ORDER

All Artey prints are made-to-order in our Melbourne facility. Each piece is carefully crafted and inspected before dispatch to ensure it reaches you in perfect condition.

Change of Mind Returns – 7 Days

 

We want you to love your artwork. If you change your mind, you may return your item within 7 days of courier delivery confirmation in exchange for a store credit.


Store Credit Terms:

  • Please contact us at info@artey.com.au within 7 days of delivery to request return authorisation.
  • Returns must be sent to our Melbourne returns facility (address provided upon approval) within 3 days of return authorisation.
  • Store credit will be issued once the returned artwork has been received and inspected.
  • If the item is damaged in transit due to insufficient packaging, the return may be rejected.
  • Store credit is valid for 12 months from the date of issue in the form of a coupon code.
  • It can be used towards any framed and unframed artwork on our website.
  • Store credit cannot be used to purchase custom sizes or framing outside our listed options.
  • Store credit is subject to a 7% administration fee of the original value of the artwork before discounts or promotions are applied, to cover processing fees, inspection and handling.
  • Store credit cannot be used together with other discounts or promotions
  • Store credit is issued as a single-use coupon code and must be redeemed in one transaction only. Any unused balance will not be carried forward or reissued.
  • This policy is in addition to your rights under Australian Consumer Law.

Eligibility:

  • Items must be returned in 'as new' condition, unused, and securely packaged in the original packaging.

  • Return shipping is at the customer’s expense.

  • Only one artwork change-of-mind return is accepted per order. Each customer may request up to one artwork change-of-mind return per 12-month period.

  • Items that do not meet eligibility criteria will be returned to the customer at their expense.

 

Exclusions

  • Items from the Clearance section, on sale or discounted artwork including items purchased using a promotional or discount code are not eligible for a change-of-mind return, exchange or store credit.

  • Custom sizes, custom prints, framing modifications, are not eligible for change-of-mind returns.

These exclusions apply only to change-of-mind returns and do not limit or exclude any rights or remedies you may have under the Australian Consumer Law.

Return Policy Abuse

Artey may decline a change-of-mind return where the return does not meet the eligibility requirements of this policy or where we reasonably believe the change-of-mind policy is being misused.

This includes, but is not limited to:

    • attempts to exceed the stated return limits by using multiple customer accounts;
    • repeated or excessive return activity contrary to this policy; or
    • other attempts to circumvent the eligibility requirements stated above.

All change-of-mind returns are assessed at our discretion to ensure the policy is applied fairly to all customers.

Damaged or Incorrect Items

We offer a 100% replacement guarantee if your artwork arrives damaged or not as ordered.

To process a replacement:

    • Contact us within 5 days of receiving your order.

    • Provide clear photos of the damaged or incorrect item, including the packaging.

    • Items must be returned in the original packaging.

Replacements are processed within 7 business days of claim approval.

Order Cancellations – Within 12 Hours

Orders with standard shipping may be cancelled within 12 hours of placement, provided the item has not entered production.

    • A 7% administration fee applies to all cancellations.

    • Orders with express shipping cannot be cancelled, as they enter production immediately.