Returns & Refunds Policy
Thank you for exploring and purchasing artwork from my collection. This policy outlines how returns, exchanges, and refunds are handled for prints, originals, and framed works.
General Guidelines
All artworks are handled with care during printing, framing, and packaging.
Some artworks are sold unframed, and framing is available for selected works as an optional add-on at checkout. Where an artwork is sold already framed, this will be clearly stated on the product page.
Colours may vary slightly from what is displayed on your screen. Additional images are available on request.
Minor natural fading over time is not considered a valid reason for return.
Returns – Change of Mind
Please contact me within 14 days of delivery if you are genuinely unhappy with your purchase.
Due to their made-to-order nature, prints and artworks custom framed at checkout are not eligible for return or exchange for change of mind.
For eligible returns:
The artwork must be carefully repacked in its original packaging.
Returns must include full tracking.
Refunds will be issued for the artwork price once the item has been received and inspected.
Damage During Shipping
If your artwork arrives damaged:
Retain all original packaging.
Photograph both the packaging and the artwork.
Contact me within 48 hours of delivery at sam@samjacksoncreative.com
Prints damaged during shipping will be replaced with an identical item.
Originals damaged in transit will be replaced with a commissioned artwork of equivalent value where appropriate, or refunded in accordance with applicable consumer law, as original works are one of a kind. A commissioned replacement will be determined by the Artist in consultation with the purchaser.
I will assist with the insurance claim process where applicable.
Refunds & Insurance
Refunds or replacements are handled in accordance with Australian Consumer Law.
All domestic and international shipments are insured where available via Australia Post or courier services.
Signature on delivery is required for insured items valued over $500.
Approved refunds are processed to the original payment method within 10 business days. Bank or credit card processing times may vary.
Exchanges
To obtain a different item, the original item must be returned (where eligible), and a new order placed separately.
Originals damaged during transit will be replaced with a commissioned artwork of equivalent value.
International / EU Customers
This section applies only where European Union consumer law is legally applicable to the transaction.
If you are located in the European Union, you may cancel your order within 14 days of receiving the artwork, without giving any reason. You must notify me within this 14-day period, and return the artwork within 14 days of cancellation.
Return shipping costs are the responsibility of the customer unless the artwork is damaged or defective. You are responsible for any diminished value resulting from handling beyond what is necessary to inspect the artwork.
This cancellation right does not apply to made-to-order prints or artworks custom framed at checkout.
Refunds are processed within 10 business days of receiving and inspecting the return.
Exceptions & Non-Returnable Items
Sale items are not eligible for return.
Made-to-order prints and custom-framed artworks are not eligible for return for change of mind.
Fragile or personalised pieces may not be eligible for return. Please contact me if you are unsure prior to purchasing.
How to Request a Return
Contact sam@samjacksoncreative.com to initiate a return request.
Do not return items without prior approval. Unauthorised returns will not be accepted.
If approved, you will receive return instructions and the appropriate return address.
Once received and inspected, any approved refund or replacement will be processed.
Contact
Please fill in the form below if you have any questions regarding returns or damaged items:
If more than 15 business days have passed since approval of your return, please contact me for assistance.