Refund Policy

Returns & Refund Policy

We want you to be happy with your purchase. Please read our returns and refunds policy carefully before placing your order.

14-Day Change-of-Mind Returns

If you change your mind about your purchase, you may request a return within 14 days of receiving your order.

To be eligible for a change-of-mind return:

The item must be unused, unopened and in its original condition and packaging.
You must contact us within 14 days of receiving your order.
You must provide your order number or proof of purchase.

Customers are responsible for the cost of returning change-of-mind purchases. Original shipping charges are non-refundable.

Once the returned item has been received and inspected, any approved refund will be issued to the original payment method.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or you receive an incorrect item, please contact us as soon as possible with your order number and photographs showing the issue.

We will assess the issue and provide an appropriate remedy in accordance with your rights under the Australian Consumer Law.

Incorrect Addresses, Unclaimed & Returned Parcels

Customers are responsible for ensuring that the information provided when placing an order is complete and accurate.

Subject to your rights under the Australian Consumer Law, we do not provide refunds where an order cannot be successfully delivered or completed because:

An incomplete or incorrect delivery address was provided.
The recipient refuses or fails to accept delivery.
A parcel is not collected from a post office, parcel shop, collection point or other nominated location within the required timeframe.
An order is returned to sender due to circumstances attributable to the customer.
An incorrect email address was provided and we are unable to contact you regarding an issue with your order.
You fail to respond to reasonable requests for information required to complete a personalised product, including where a photograph has not been uploaded or the photograph supplied is unsuitable or of insufficient quality.

If an order is returned to us because of an incorrect address, failure to collect or another customer-related delivery issue, additional shipping charges may apply if you would like the order resent.

Delivery Delays

Estimated delivery timeframes are provided in good faith but are estimates only.

We are not responsible for delays caused by postal services, courier networks, customs, border processing or other circumstances outside our reasonable control.

A delivery delay alone does not automatically entitle a customer to a refund. However, nothing in this policy limits any rights or remedies available to you under applicable consumer law.

Personalised Products

Personalised or custom-made products cannot be returned for change of mind once production has commenced.

If we require additional information from you to produce your personalised order — including a photograph, replacement photograph or clarification regarding image quality — you are responsible for responding to our requests within a reasonable timeframe.

Australian Consumer Law

Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law.

Where goods are faulty, damaged, not as described or otherwise fail to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy as provided by law.

Customer Reviews

Overall rating: 4.9 / 5 from 1711 reviews.

Customer photo review of Kookaburras on a Branch

I liked to paint it. Was very calming. Thanks!

Anja G. 5/5 Verified September 9, 2026

Kookaburras on a Branch

Customer photo review of Custom Paint By Numbers

Once again really loved completing the painting. My 12 year old daughter did this one and she is already asking for another one.

Ms S. 5/5 Verified September 9, 2026

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