Effective Date: 11 December 2024

 Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise, then these need to be reported to us immediately so that we can investigate. Our Returns and Refunds Policy does not affect your statutory rights.

 RETURNS WILL BE ACCEPTED FOR THE FOLLOWING REASONS

·       Damaged or faulty products: We take care to pack your products carefully so that they won't get damaged in transit. If, for whatever reason, they arrive damaged or faulty, please notify us as soon as possible and we will gladly provide you with a replacement or refund.

·       Incorrect orders or items received.

EXCLUSIONS AND NON-RETURNABLE ITEMS

The following items are non-returnable:

·       All sales items or discounted items are final unless an item is proven to be damaged or faulty.

·       Personalised or custom-made items (including commissioned artworks*)

·       Change of mind.

TIMEFRAMES FOR INITIATING A RETURN

If you have received a damaged, faulty or incorrect order or product, we ask that you let us know within 24 hours of delivery. We may arrange for the damaged or faulty product to be returned to us and you can let us know whether you would like us to either:

-        send a replacement to you; or

-        provide you with a refund.

Please see details below on how to organise a return.

HOW TO RETURN PRODUCTS

To return an incorrect, faulty or damaged product, please follow the simple steps below:

1.       Let us know as soon as possible of the issue (including photographs of the fault or damage, if applicable) and that you would like to arrange a refund or replacement. We may lodge an insurance claim with the shipping provider. We may ask that you send the item back to us. You can contact us via email at rachel@rachelharrisart.com.au or using our contact page.

2.       If applicable: Pack and seal the item/s in their original shipping package and post them back to us. We will advise the best address for you to send the products to, and reimburse you for the cost of return shipping.

3.       We will organise a refund or replacement depending on the option you have selected. Please allow up to 14 business days to process a refund. Note that replacement delivery timeframes are subject to stock availability.

We recommend that you return the product via Registered post. Rachel Harris Art will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

DAMAGED ORIGINAL ARTWORK

In the event an original artwork is delivered to you with damage, please follow the simple steps below:

1.       Let us know as soon as possible of the issue, including photographs of the damage. We require photographic evidence to lodge an insurance claim with the shipping provider. We may ask that you return the item to us. You can contact us via email at rachel@rachelharrisart.com.au or using our contact page.

2.       If applicable: Pack and seal the item/s in their original shipping package and post them back to us. We will advise the best address for you to send the products to, and reimburse you for the cost of return shipping.

3.       In the event an original artwork goes missing or arrives damaged, we can either issue a refund, offer a replacement with a limited edition print (for original, non-commissioned work) or work to prepare a replacement (commissioned artwork). Please allow up to 14 business days to process a refund. Note that replacement delivery timeframes are subject to stock availability. 

We recommend that you return the product via Registered post. Rachel Harris Art will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?

We are more than happy to refund postage costs to return an item where the return is required due to our error, for example:

-        If the item is faulty; or

-        If we sent you the wrong item.

DISPUTE RESOLUTION

 Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

*PERSONALISED OR CUSTOM-MADE ITEMS

Personalised items, including commissioned artworks, are non-refundable, because it has been personalised to you and there is no reselling opportunity. However, if your commissioned artwork has been received damaged, or incorrect to what was agreed in writing, then we will review the order and resolve the issue.

Details of our commission process are outlined in the Commissions Terms and Conditions and Commissions FAQs.

POLICY UPDATES

 We reserve the right to update or modify this Returns and Refund Policy at any time.  Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.