The fine print
Return, Refund and Cancellation Policy
We want you to be completely happy with your purchase. Here is exactly what happens if you change your mind, if something arrives damaged, or if you need to cancel.
Within 24 hours of ordering: full refund. After that your piece may be in production and a 50% fee applies.
Contact us within 30 days of receiving your order. Original condition and packaging, with a Return Authorisation number.
Send us photos straight away. We arrange a replacement or refund and cover the return postage.
Approved refunds go back to your original payment method within 7 to 10 business days of inspection.
1.Cancellations
Orders can be cancelled within 24 hours of being placed for a full refund. After 24 hours your painting or print may already be in production, and a cancellation fee of 50% of the painting or print price applies.
2.Returns
We offer a 30-day money-back guarantee. If you are not satisfied with your painting, please contact us within 30 days of receiving your order to arrange a return. The painting must be returned in its original condition and packaging.
3.How to return
- Email us at info@directartaustralia.com.au within 30 days of receiving your order, with your order number and the reason for the return.
- Receive a Return Authorisation (R.A.) number. Returns sent without an R.A. number cannot be accepted.
- Pack the artwork in its original packaging and send it to the address we give you, quoting the R.A. number.
- We inspect it on arrival and confirm the outcome by email.
4.Who pays return postage
For change-of-mind returns, return postage is at your own cost. If your order arrives damaged or faulty, we cover the cost of return postage. See Damaged items below.
5.Refunds
Once your returned painting is received and inspected, we will notify you of the outcome. Approved refunds are processed to your original payment method within 7 to 10 business days.
6.Custom portraits and commissions
Custom portraits painted from your photo and other commissioned pieces are covered by the same 30-day money-back guarantee. You approve a photo of the finished painting before it ships, and changes before approval are free. If you are still not happy within 30 days of receiving it, contact us to arrange a return and refund as described above.
7.Damaged items
If your order arrives damaged, please contact us immediately with photographs of the artwork and the packaging so we can arrange a replacement or refund. We cover return postage for damaged or faulty items.
8.Delivery area
We deliver within Australia only. We do not ship internationally.
9.Your rights
Nothing in this policy limits your rights under the Australian Consumer Law. If you have a question about a return, we are happy to help.
Related pages: Terms and Conditions, Privacy Policy, Dispatch and Delivery.