Refunds, Returns and Exchanges Policy

At Patti Emmilia Art, every artwork is created, selected and packaged with care. We want you to feel confident when purchasing from us and will always aim to resolve genuine problems fairly and promptly.

This policy explains when a refund, replacement, repair or exchange may be available and what information you need to provide when making a request.

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law. Consumer guarantees continue to apply even where an item is on sale, custom-made or outside a store’s voluntary return period.

Change-of-mind purchases

Please choose your artwork carefully, as Patti Emmilia Art does not generally provide refunds or exchanges where you:

• simply change your mind

• decide the artwork no longer suits your space

• select the wrong size, colour or orientation

• find a similar item at a lower price elsewhere

• no longer want or need the item

• delays caused by postal or courier services once the order has shipped

We encourage you to carefully review all product descriptions, measurements, photographs, framing details and estimated delivery timeframes before placing your order.

Colours may appear slightly different between screens and in different lighting conditions. Minor variations in colour, texture, brushwork and finish are part of the individual character of original and handmade artwork and are not usually considered faults.

Faulty, damaged or incorrectly supplied items

Please contact us immediately if an item:

• arrives damaged

• is faulty

• is significantly different from its description or photographs

• is not the artwork or product you ordered

• is unsafe

• does not perform the purpose that was expressly agreed upon.

Because original artworks are unique, an identical replacement may not be possible. Where this occurs, we will discuss an appropriate alternative with you, such as another artwork, a repair, store credit where agreed, or a refund.

Damage during delivery

Please inspect your order as soon as possible after delivery.

Where artwork or another product appears to have been damaged in transit, contact us promptly at pattiemmiliaart@gmail.com and provide:

• your full name

• your order number

• the delivery date

• a description of the damage

• clear photographs of the entire item

• close-up photographs of the damaged area

• photographs of the external packaging

• photographs of any damage to the box, wrapping or protective materials

• a photograph of the shipping label, where possible.

We recommend contacting us within 48 hours of delivery so that we can investigate the matter promptly with the courier. However, this timeframe does not remove any rights you may have under the Australian Consumer Law.

Please retain the artwork, packaging and shipping materials until we confirm whether they are required for assessment or a courier claim.

Do not attempt to repair, clean, varnish, reframe or alter a damaged item before contacting us, as this may make it more difficult to assess what occurred.

Original artworks

Due to their handmade and one-of-a-kind nature, original artworks may include natural variations in:

• texture

• surface finish

• colour

• brush or palette-knife marks

• canvas edges

• small irregularities associated with handmade production.

These characteristics form part of the artwork and are not necessarily faults.

Refunds will not ordinarily be provided for an original artwork because of minor variations that were visible in product photographs, described before purchase or are reasonably expected in an original handmade piece.

This does not affect your rights where an artwork has a genuine fault, is damaged, is materially misrepresented or does not meet a consumer guarantee.

Commissioned and custom-made artworks

Commissioned and personalised artworks are created specifically for the customer and generally cannot be returned for change of mind.

The 50% commission deposit is non-refundable once Patti Emmilia Art has begun planning, sourcing materials or creating the commissioned artwork, except where required by law or where otherwise agreed in writing.

Before work begins, the customer is responsible for confirming relevant details, including:

• canvas dimensions

• orientation

• colour preferences

• subject matter

• medium and texture

• framing selection

• delivery requirements

• any other agreed design instructions.

Progress images or a final preview may be supplied where agreed. Reasonable minor adjustments may be requested before final approval, subject to the commission agreement.

Once the customer has approved the completed artwork, refunds will not be provided because the customer later changes their mind or decides the artwork no longer suits their space.

However, commissioned and custom-made goods remain covered by applicable consumer guarantees. A statement such as “no refunds on custom items” cannot remove a customer’s legal rights where the item is genuinely faulty, materially different from what was agreed or otherwise fails to meet the Australian Consumer Law.

Further changes requested after approval may incur an additional fee.

Art prints and other products

Prints, stationery, calendars, homewares and other non-original products are not eligible for a change-of-mind refund unless Patti Emmilia Art expressly agrees otherwise.

Where an item is faulty, damaged, incorrectly supplied or materially different from its description, please contact us and follow the refund-request process set out below.

Any product packaging, certificates, authenticity documents or accessories supplied with the item should be retained and returned where reasonably required.

Sale and discounted items

Sale, promotional and discounted items are not refundable solely because you change your mind.

However, sale items remain covered by Australian Consumer Law consumer guarantees. A discounted price does not remove your right to an appropriate remedy where the product has a fault that was not disclosed before purchase.

A remedy may not be available for a particular defect where:

• the defect was clearly disclosed before purchase

• the item was discounted specifically because of that defect; and

• you accepted the item with knowledge of the defect.

What is not considered a fault

A refund, repair or replacement may not be available where:

• you simply changed your mind

• the product was damaged through misuse, neglect or improper handling

• you failed to follow care, hanging, cleaning or storage instructions

• the artwork was exposed to moisture, excessive heat, direct sunlight or unsuitable environmental conditions

• the item was altered, repaired, reframed or modified without our approval

• you knew about the relevant fault before purchasing

• the issue relates to a disclosed handmade characteristic or natural variation

• damage occurred after delivery due to the acts or omissions of the customer or another person.

Consumer guarantees generally do not apply where the customer caused the problem through misuse or knew about the fault before buying.

How to request a refund, return, repair or replacement

To make a request, email pattiemmiliaart@gmail.com with the subject line:

Refund or Return Request — Order [order number]

Please include:

1. your full name

2. your order number or proof of purchase

3. the item purchased

4. the date it was received

5. a clear explanation of the problem

6. the outcome you are requesting

7. clear photographs or video showing the issue

8. photographs of the packaging where delivery damage is involved

9. your preferred contact details.

Proof of purchase may include an order confirmation, receipt, invoice, payment record or bank statement. A business may reasonably request proof that the item was purchased from it when assessing a consumer-guarantee claim.

We may ask for further information or request an opportunity to inspect the item before determining the appropriate remedy.

Do not return an item without approval

Please do not post or deliver an item back to Patti Emmilia Art until you have received return instructions.

Unauthorised returns may be delayed, refused where no return right exists or returned to the sender.

Once a return has been approved, we will provide:

• the return address

• packaging instructions

• the required delivery method

• information about who is responsible for return costs

• any applicable return deadline.

Original artworks must be securely packaged using appropriate protective materials. Where possible, use the original packaging.

Return shipping costs

Where an item is confirmed to have a fault, has been incorrectly supplied or fails to meet a consumer guarantee, Patti Emmilia Art will cover reasonable return-delivery costs where legally required.

We may provide a prepaid shipping label, organise collection or reimburse reasonable postage costs upon receipt of supporting documentation.

Where a voluntary return is accepted for reasons unrelated to a fault, the customer may be responsible for:

• return shipping

• tracking

• insurance

• appropriate packaging

• the risk of loss or damage during return transit.

We recommend using a tracked and insured service for original artworks.

Condition of returned items

Unless the return concerns a fault that prevents this, returned items should include:

• the original artwork or product

• certificates of authenticity

• accompanying documents

• accessories

• protective packaging

• any promotional item that formed part of the purchase.

Customers should take reasonable care of goods while a return request is being assessed.

An item should not be deliberately damaged, altered or disposed of before the claim is resolved.

Refund processing

Once an approved returned item has been received and assessed, we will notify you of the outcome.

Approved refunds will generally:

• cover the amount legally refundable

• be issued through the original payment method, unless another method is agreed

• be submitted within 5–10 business days after approval.

Australian Consumer Law guidance provides that a refund for a major product problem should generally be for the full amount paid and provided through the original payment method unless the customer and business agree otherwise.

Your bank or payment provider may take additional time to display the refund in your account.

Patti Emmilia Art is not responsible for delays caused by a bank, card issuer or payment platform after the refund has been successfully submitted.

Original delivery charges

Where a refund is required because the item has a major problem, was incorrectly supplied or otherwise failed to meet a consumer guarantee, applicable delivery charges will be addressed in accordance with the Australian Consumer Law.

For an approved voluntary return that is unrelated to a fault, original shipping charges are generally non-refundable unless Patti Emmilia Art agrees otherwise.

Exchanges and store credit

Where appropriate and agreed, Patti Emmilia Art may offer:

• an exchange

• replacement artwork

• store credit

• repair or restoration

• another mutually agreed solution.

Store credit will not be imposed instead of a refund where the Australian Consumer Law gives the customer the right to choose a refund.

Because original artworks are unique, the availability and value of an exchange will depend on the artworks currently available.

Order cancellations

Contact us immediately if you wish to cancel an order.

An order may be cancelled before it has been packed, dispatched, printed, framed or otherwise prepared, at Patti Emmilia Art’s discretion.

Once an order has entered production, framing, printing, packaging or delivery, cancellation may not be possible.

Commission orders are also subject to the commissioned-artwork terms and the non-refundable deposit provisions outlined above.

This does not affect any rights that apply where Patti Emmilia Art cannot supply the order or where the order fails to meet a consumer guarantee.

Refused, unclaimed or incorrectly addressed deliveries

Customers are responsible for providing a complete and accurate delivery address.

Where an order is returned because:

• an incorrect or incomplete address was supplied

• delivery was refused

• the parcel was not collected

• the courier could not complete delivery for reasons outside our control,

additional shipping and handling charges may apply before the order can be resent.

A refund may be reduced by reasonable, non-recoverable delivery costs where legally permitted and where the issue was not caused by Patti Emmilia Art.

Contact us

For all refund, return, repair, replacement or exchange enquiries, contact:

Patti Emmilia Art
Email: pattiemmiliaart@gmail.com
Website: www.pattiemmiliaart.com.au
Location: Perth, Western Australia

Please include your order number and supporting photographs so we can assess your request efficiently.