Refund policy
Returns & Refund Policy
The Sydney Art Store is committed to ensuring you are satisfied with your purchase. If something is not right, we are here to help. This policy outlines how returns, exchanges, and refunds are handled for all orders placed through our website (thesydneyartstore.com.au) and in-store purchases [1].
Return Eligibility
You may return most items purchased from The Sydney Art Store within 30 days of receiving your order, provided the following conditions are met:
•The item is unused, unopened, and in its original, undamaged packaging.
•The item is in the same saleable condition as when you received it.
•You have your proof of purchase (order confirmation email, tax invoice, or receipt).
Items That Cannot Be Returned
The following items are excluded from our standard return policy and cannot be returned for change-of-mind:
•Specific Final Sale Items: Any product designated as "Final Sale" at the time of purchase (including the 4 designated final sale products in our inventory system).
•Opened or Used Materials: Opened paint tubes, bottles, jars, or medium containers.
•Opened Paper & Canvas: Used or opened paper pads, sketchbooks, and canvas products.
•Aerosols: Aerosol cans (spray paints, fixatives, varnishes) once the protective seal has been broken.
•Hazardous Materials: Solvents, mediums, and other hazardous or flammable liquids.
•Custom Orders: Custom-cut canvas rolls, custom-stretched canvases, or custom-made stretcher bars.
•Vouchers: Gift cards and store credit vouchers.
Restocking Fee
A 10% restocking fee applies to all eligible returns where the customer has simply changed their mind or made an incorrect selection. This fee is calculated based on the purchase price of the returned item(s) and will be deducted from your final refund amount.
No restocking fee applies to returns involving faulty, damaged, or incorrectly shipped items.
Return Shipping
•Change-of-Mind Returns: The cost of return shipping is the sole responsibility of the customer. We strongly recommend using a trackable shipping service with transit insurance, as we cannot guarantee or take responsibility for items lost or damaged in transit back to us.
•Faulty or Incorrect Items: For faulty, damaged, or incorrectly shipped items, The Sydney Art Store will provide a prepaid return shipping label or arrange a courier pickup at no cost to you.
How to Initiate a Return
Please do not send items back to us without first obtaining a Return Authorisation. Unauthorised returns cannot be accepted. To begin a return, please follow these steps:
1.Contact Us: Email us at [email protected] or call us on +61 2 9699 2162 within 30 days of receiving your order [1].
2.Provide Details: Provide your order number, the specific item(s) you wish to return, and the reason for the return.
3.Receive Authorisation: Our team will respond within 1–2 business days with a Return Authorisation and instructions on how and where to send the items.
4.Pack and Ship: Pack the items securely in their original packaging to prevent damage during transit and ship them to the address provided in your authorization.
Refund Process
Once we receive and inspect your returned items, we will notify you via email within 2 business days regarding the status of your refund.
•Approved Returns: If approved, your refund (minus the 10% restocking fee for change-of-mind returns) will be processed back to your original payment method.
•Processing Time: Please allow 5–10 business days for the refund to appear on your statement, depending on your financial institution's processing times.
•Shipping Charges: Original shipping charges are strictly non-refundable, unless the return is due to an error on our part or a faulty product.
Damaged or Faulty Items
If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery with:
1.Your order number.
2.A clear photograph of the damage, defect, or incorrect item.
3.A brief description of the issue.
We will arrange a replacement, exchange, or full refund (including all shipping costs) at no additional cost to you. You will not be required to return items that are damaged in transit if we determine the item cannot be safely reshipped.
Late or Missing Refunds
If you have not received your refund within 10 business days of receiving our approval confirmation:
1.Check your bank or credit card statement again.
2.Contact your financial institution or credit card provider, as processing times can vary.
3.If you have completed these steps and still have not received your refund, please contact us at [email protected] [1].
In-Store Returns
Items purchased online or in-store may be returned in person during our business hours at our Botany warehouse showroom. Please ensure you bring your proof of purchase or invoice. The same eligibility conditions, 30-day timeframe, and restocking fees apply to in-store change-of-mind returns.
Australian Consumer Law
Our returns policy does not limit, exclude, or modify your consumer guarantees under the Australian Consumer Law (ACL) [2]. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. For more details, please visit the Australian Competition and Consumer Commission (ACCC) website [2].
Contact Us
If you have any questions or require assistance with our Returns & Refund Policy, please get in touch with our customer service team:
•Email: [email protected] [1]
•Phone: +61 2 9699 2162 [1]
•Mobile: +61 440 130 190 [1]