Refund Policy

Last updated: 22 August 2025

This policy applies in addition to your rights under the Australian Consumer Law (ACL).

Made-to-order prints

Most items are made to order and fulfilled via our production partners through Printify. Because each piece is produced specifically for you, we do not accept change-of-mind returns.

If there’s a problem (faulty, damaged, not as described)

If your item arrives damaged, defective, or not as described, we’ll make it right with a free replacement or a refund—your choice where there’s a major failure under the ACL.

Please contact us within 14 days of delivery (or of the expected delivery date if the parcel appears lost) at [info@caseyart.com.au] with:

Your order number
Photos of the item and packaging (for damage/print defects)
A brief description of the issue

We may not require a physical return for damaged prints; if a return is needed, we’ll provide instructions.

Lost parcels

If tracking shows no movement beyond the carrier’s delivery window, we’ll investigate and replace or refund once declared lost.

Cancellations & order changes

You may cancel or edit your order until production starts. Because production can begin soon after purchase, please email [info@caseyart.com.au] as quickly as possible. Once production has started, the order cannot be cancelled.

Address accuracy & failed delivery

Please check your shipping address carefully at checkout.

If an order is returned due to an incorrect or incomplete address, or not collected, we can reship once it arrives back at the facility; reshipment costs are the buyer’s responsibility.
If the address error is ours, we’ll reship at our cost.

Colour, crop & material tolerances

Every effort is made to represent colours accurately. Minor colour shifts, crop/bleed variations, or material texture differences can occur between screens and printed canvases and are considered normal. Significant print defects (banding, misalignment, severe colour cast, wrong size/image) are covered—please send photos and we’ll replace or refund.

Refund method & timing

Approved refunds are processed to your original payment method. Processing times depend on your bank or payment provider.

International orders (if applicable)

Import duties, taxes and fees may apply in the destination country and are the buyer’s responsibility. These charges are non-refundable. If a parcel is refused due to duties/taxes, we can refund the product price less any return and handling fees once/if the item is received back in saleable condition (note: many made-to-order items are not returned to us; where a return isn’t possible, we cannot refund unless there is a defect under the ACL).

Change-of-mind

Because our prints are made to order, we don’t accept returns for change-of-mind, wrong size selection, or buyer’s remorse. Please check sizes and product details before purchase. If you’re unsure, email us—happy to help.

Questions

We’re here to help. Contact [@caseyart.com.au] with any questions.