Refund policy

All purchases are final. Due to the original, handmade and often one-of-a-kind nature of our artworks, we do not accept returns, exchanges, cancellations or refunds for change of mind. This includes changes relating to personal preference, colour, size or suitability for a particular space.

Please review all photographs, dimensions, materials and product information carefully before purchasing. If you require additional information or photographs, please contact us through the website contact form before placing your order.

Original and handmade characteristics

Each original artwork and ceramic piece is individually created. Variations in form, surface, texture, glaze, colour, markings and dimensions are inherent characteristics of handmade work and form part of the artwork’s unique nature. These characteristics are not considered faults where they are visible in the product photographs or described on the product page.

While every effort is made to represent artworks accurately, colours and details may appear differently depending on lighting, photography and individual screen settings. A reasonable variation in colour or appearance is not considered a fault.

Damaged, faulty or incorrect orders

Please inspect your order promptly upon delivery. If an artwork arrives damaged, is faulty or you receive an incorrect item, please contact us as soon as possible through the website contact form.

Please include your order number and clear photographs of:

• The artwork and the relevant damage or issue
• The external packaging
• The internal packaging and protective materials
• The shipping label

Please retain the artwork and all packaging while the matter is assessed, as these may be required for a shipping or insurance claim. Do not return an artwork without receiving return instructions from us.

Each claim will be assessed individually. Where applicable, we will provide a remedy in accordance with Australian Consumer Law.

Commissions and custom artworks

Deposits and payments for commissioned, personalised or custom-made artworks are non-refundable once work has commenced, except where required by law. Commissions and custom artworks cannot be returned, exchanged or cancelled due to change of mind.

Any commission-specific terms, including payment stages, revisions and completion timeframes, will be agreed upon before work begins.

Sale items and gift cards

Sale items are not eligible for change-of-mind returns or exchanges. Gift cards are non-refundable and cannot be redeemed for cash, except where required by law.

Consumer guarantees

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under applicable consumer law.

This is about as protective as the return policy itself should be. Importantly, “all purchases are final” is immediately qualified as applying to change of mind—a blanket “no refunds” statement could be misleading because statutory rights for faulty goods cannot be removed. ACCC guidance

I would leave the European Union section out unless you actively offer shipping to EU countries. If Shopify currently allows EU checkout, it should remain because eligible EU online purchases may have a statutory 14-day withdrawal right.