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Returns Policy

INTRODUCTION

Here at Artist Paints, we believe that online shopping should be an easy, hassle-free and enjoyable experience. While we strive to bring you the best products, we understand that there may occasionally be times where you will need to return an item purchased from us. That is why we offer FREE RETURNS for change of mind or faulty products for items purchased within Australia. For all other countries we will cover the cost of returns for faulty products only.

This Returns Policy (“Policy”) is to be read in conjunction with our Terms and Conditions and applies to all purchases made through our Website.

Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law (“Consumer Guarantees”). You are entitled to a replacement or a refund for a major failure and for 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. This Policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law.


RETURN CONDITIONS

All returns are subject to the following conditions (‘Return Conditions’). Artist Paints retains the right to reject a return on the basis of a failure to adhere to these Return Conditions or a failure to comply with this Policy. Additionally, please note the exclusions outlined in the section below.

In order for Artist Paints to process your return:

  1. The Product(s) must be in saleable condition (except in the case of faulty items);
  2. The Product(s) must be unopened and sealed (except in the case of faulty Products), in their original condition in their original packaging (which must also be undamaged and in its original condition);
  3. All returns must be received by Artist Paints within 30 days of us dispatching them to you;
  4. Return requests must include the Artist Paints Returns Form including Order Number, Description and Reason for Return; and
  5. Proof of purchase in the form of your Artist Paints confirmation email, order invoice or receipt must accompany your return request.

CHANGE OF MIND

For your convenience, Artist Paints generally allows returns for change of mind under the following conditions. However, please note that we reserve the right to refuse an exchange or refund for a change of mind at our discretion.

Full-Priced Products
If you have changed your mind on full-priced Products, Artist Paints may offer you an exchange or a refund, provided that the Return Conditions are satisfied and subject to Artist Paints’ discretion on a case by case basis.

Sale Items
Products that have been discounted from the full retail price are only eligible for exchange or return for Artist Paints credit, provided that the Products meet the Return Conditions.

Please note that for purchases returned for change of mind outside of Australia, you must cover the postage costs for returning the Product back to us.

Replacements and Exchanges
We may not be able to offer a replacement on some Products if there is no longer stock available. If your purchase meets the Return Conditions and no replacement is available, you are able return your item and purchase an alternative item or if the item is not a sale item, and is not faulty, you may elect to receive a refund.

Please note that replacement Products will only be shipped after the item for return item has been received by Artist Paints. If you are returning an item purchased online via Post within Australia, please contact us via sales@artistpaints.com so that we may organise to cover your return postage costs.


FAULTY PRODUCTS

If an item is faulty, wrongly described, or different from the sample shown, then we will meet our legal obligations which may include refunding the purchase price and delivery charges, or providing a replacement item, provided the item is returned within a reasonable time and with proof of purchase as outlined in our Return Conditions.

Artist Paints can assist you with your return of a faulty Product, provided that upon assessment by Artist Paints:

  1. the Product is considered faulty; or
  2. the Product is considered to hold a manufacturing fault; or
  3. the Product varies significantly to the Artist Paints description and/or images; or
  4. the Product delivered is not the item that was ordered.

Artist Paints will not offer a repair, exchange, credit note or refund of any item where fault or damage has been caused by the incorrect handling of, or incorrect caring for, the item.

If an item is found to be faulty, you will be provided with a repair, replacement, refund or online store credit on the faulty item. If you are returning a faulty item purchased online via Post, please contact us via sales@artistpaints.com so that we may organise to cover your return postage costs.


DELIVERY AND SHIPPING

Delivery Charges: Except in the case of Faulty Product returns, original delivery charges are non-refundable and delivery charges for returned items are responsibility of the customer.

Artist Paints takes no responsibility for missing incoming deliveries of a return. We encourage you to return your Product(s) via registered or traceable postal services as return parcels remain the responsibility of the purchaser until received by Artist Paints. Returned items must be sent by a prepaid method of delivery.


PROCESSES FOR RETURNING AN ORDER

  1. Download and complete the returns form here.
  2. Ensure that your Product meets our Return Conditions and complies with this Policy.
  3. Contact us so that we can organise to cover your return postage costs (for items within Australia only, unless there is a fault with the item, in which case we will cover the cost of returns anywhere in the world)
  4. Pack the return Products into an appropriate postage parcel and affix the returns label to the outside of your parcel and send the package back to Artist Paints. Don’t forget to include the return form and proof of purchase (your Artist Paints confirmation email or order invoice or receipt). Do not affix any labels to the actual product packaging as this may void the requirement for the product packaging to be in original and saleable condition.

Please allow up to 14 business days for our online team to receive your return. If it has been more than 14 business days since you sent your return to us, and you still have not received confirmation from us that we have received it, please follow up with your delivery to confirm its status.

Once we receive the package and confirm that it meets the terms and conditions of this Policy, we’ll process your refund and send you an email to let you know, or we will be in touch to arrange an exchange. Returns are processed on a "first come, first served" basis, and your refund should be processed within 7 working days during normal operating periods.

If there are any issues or your return doesn't comply with this Policy, we’ll contact you and send your Products back to you.

Please note that outside of Australia you will have to cover the postage charges for the return of your Products via Post, unless the Products are faulty.

If you send any products to us, we are not responsible if the product is damaged or lost and will not accept any liability for non-delivery. We recommend using a service which will allow for the item to be tracked (such as express or registered post).


REPLACEMENTS AND EXCHANGES

Please note that we may not be able to offer a replacement or exchange on some Products if there is no longer stock available. If your purchase meets the Return Conditions and no replacement is available, you may be able to return your Product and purchase an alternative Product or if the Product is not a sale item, and is not faulty, you may elect to receive a refund.


REFUND TENDER

Refunds
If you are entitled to a refund, your refund will be returned in the same manner as the original payment method. For purchases made by credit or debit card, the cardholder and the same card are required to process the refund as was originally used for the purchase.

Please note that processing of refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.

Store Credit
If you are to receive Artist Paints online store credit, the credits are applied to your Artist Paints Account or through the issue of a coupon code once your return has been processed.

Please allow up to 3 business days for store credit to be applied.

Artist Paints credits are valid for 6 months before expiry.

You can check your Artist Paints Credit Balance by logging on to your account. To use your Artist Paints Credits you will have the option in the checkout on the payment step.


CONSUMER GUARANTEES

This Policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law.

If you believe an item purchased from Artist Paints is faulty, you may have rights under Australian Consumer Law. Where there is a major failure with the item you may choose a refund, exchange or repair and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the item repaired or replaced if the item fails to be of acceptable quality and this failure does not amount to a major failure. Where an item is damaged through misuse, Artist Paints cannot provide a refund, exchange or repair.

Certain legislation including the Australian Consumer Law (ACL) in the Consumer and Competition Act 2010 (Cth), and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the ACL, this policy and any terms and conditions specified on our Website.


AMENDMENTS

This Policy may be amended from time to time by Artist Paints, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check Artist Paint’ current Terms and Conditions, before making any purchase. Our agents, employees and third parties do not have authority to change this Policy or our Terms and Conditions.


CONTACT US

If you have any enquiries regarding your return or our Returns Policy, you may contact us via sales@artistpaints.com or via the information provided on our Contact page.