At Madeleine Simson Art, we are committed to providing you with high-quality prints and original artworks. Please read our policy carefully.
CUSTOM PRINTS
We take pride in creating your custom prints to your specifications. Please choose carefully as we do not offer refunds or exchanges for change of mind once your custom print has been produced.
However, your rights under the Australian Consumer Law are paramount. If your custom print:
- Has a defect or is of unacceptable quality (e.g., misprint, poor materials).
- Does not match the description provided on our website or agreed upon.
- Is not fit for the purpose you intended (provided you made this purpose known to us),
you are entitled to a remedy under the Australian Consumer Law. This may include a repair, replacement, or refund, depending on the nature of the issue and whether it constitutes a major or minor failure.
Damage in Transit for Custom Prints:
If your custom print or the frame of your print has been damaged during shipping, please contact us via our contacts page as soon as reasonably practicable, and within 14 days of receiving your order, providing clear photographic evidence of the damage to both the print/frame and the packaging. We will assess the damage and, if deemed a result of transit, we will arrange for a replacement to be sent to you. We may request that you return the damaged print in its original packaging for assessment, and we will provide a shipping label for this purpose.
ORIGINAL ARTWORKS
We understand that purchasing original art is a considered decision. We do not offer refunds or exchanges for original artworks if you simply change your mind.
However, your rights under the Australian Consumer Law still apply. If your original artwork:
- Has a defect or is of unacceptable quality.
- Does not match the description provided on our website.
- Is not fit for the purpose you intended (provided you made this purpose known to us),
you are entitled to a remedy under the Australian Consumer Law. This may include a repair, replacement (if a similar artwork is available), or refund, depending on the nature of the issue and whether it constitutes a major or minor failure.
Damage in Transit for Original Artworks:
If your original artwork or its frame has been damaged during shipping, please contact us via our contacts page as soon as reasonably practicable, and within 14 days of receiving your order, providing clear photographic evidence of the damage to both the artwork/frame and the packaging. We will assess the damage and, if deemed a result of transit, we will arrange for a replacement (if possible) or another suitable resolution. We may request that you return the damaged artwork in its original packaging for assessment, and we will provide a shipping label for this purpose.
How to Make a Claim:
To make a claim under this policy, please head to our contacts page and provide the following information:
- Your order number.
- A clear description of the issue.
- Photographic evidence (where applicable, especially for damage).
We will assess your claim and respond to you as soon as possible.
Important Notes:
- The timeframe mentioned for reporting transit damage is a guideline to help us process claims efficiently. Your rights under the Australian Consumer Law regarding a reasonable timeframe still apply.
- We may require reasonable proof of purchase for any return or refund claim.
By using our website and purchasing our products, you agree to this Returns and Refunds Policy.