Terms and Conditions

Return & cancellation policy

Direct Art is committed to making sure our customers are 100% satisfied with their purchase. If you are not completely satisfied (because of quality issues or damage) you may return your purchase within 30 days of receipt and receive a refund of your purchase price minus shipping and handling costs, or choose a free replacement after returning your purchase. Please contact us by email for return instructions and a Return Authorization (R.A.) number.

A Return Authorization (R.A.) number must be obtained from Direct Art before items are returned. Before initiating a return, please prepare your invoice number and product name to reduce processing time; proof of purchase is required. Show the R.A. number prominently on the outside of the package, and return all items to Direct Art within 7 days from the release of the R.A. number.

Return policy

All returned items must be in brand-new condition, unused and with the original packaging. Requests to return items due to quality issues, damage during shipping, or colour/style/size error must be accompanied by photos or other evidence that clearly shows the problem. Paintings with quality issues (e.g. more than a 20% variation — see below) are eligible for a full refund minus shipping costs within 30 days of receiving your order.

Damaged paintings are extremely rare. Please do not accept packages if they are damaged, creased or torn — Direct Art will not refund paintings if the customer accepts a damaged box from the courier or Australia Post. Returns will not be accepted if the painting is custom-made or a personalised portrait, or if there is deliberate damage. We do not offer refunds on items wrongly selected, or for change of mind.

Variation

All artworks from Direct Art are 100% hand-painted, and there may be 5%–20% slight variations. This is accepted by customers when placing an order, and returns will not be accepted due to slight variation. Variation can occur from differences in computer monitor colours and/or the nature of the medium — hand-painted works are painted by real artists and are not exact copies, as a print would be.

Cancellation policy

• Any order cancelled within 24 hours of payment confirmation is eligible for a full refund — a 100% money-back guarantee.
• Orders cancelled more than 24 hours but within 72 hours after payment confirmation are eligible for a partial refund of the full shipping cost and 50% of the product purchase price (if not yet shipped).
• Orders cancelled more than 72 hours after payment confirmation (and before shipping) are eligible for a refund of shipping costs if applicable.
• Once your order has been shipped, it can no longer be cancelled.

Portraits & custom art

Portraits and custom art (plus any modified artwork) require a non-refundable deposit before we start.

Direct Art Pty Ltd — trading as Direct Art Australia. ABN 14 613 229 342.