Returns & Refunds Policy
Last updated: 4th August 2026
At Wall Art Collective & Co, all artworks are made to order and carefully handled and packed prior to shipping.
Under Australian Consumer Law, you have rights in relation to products and services purchased from us. These rights include that goods must be of acceptable quality, match their description, and be fit for purpose.
Replacement, Store Credit and Refund Eligibility
As our products are custom made to order, we do not offer returns or exchanges for change of mind, ordering the wrong size, or selecting the wrong design, frame, or other product options.
However, you may be eligible for a replacement, store credit or refund where there is a confirmed issue with your order, including where:
- the item arrives damaged in transit
- the item has a manufacturing defect or quality issue
- the item is not as described or is not representative of the item selected on our website
- the item is lost in transit
- there has been an internal order processing error on our side
Replacements for Damage, Defects and Transit Issues
Where an item arrives damaged, is defective, has a confirmed quality issue, or is lost in transit, we will generally offer a replacement at no extra cost once the issue has been assessed and approved.
Our products are carefully packaged for shipping, but if your order arrives in poor condition, please email us with clear photos and a brief description of the issue so our team can review it.
Store Credit for Internal Order Errors
Where there has been a confirmed internal order processing error, administrative error, or similar issue on our side, we may offer store credit or another appropriate remedy depending on the circumstances.
Monetary Refunds
Under Australian Consumer Law, you may be entitled to a repair, replacement, refund, or other remedy depending on the nature of the issue.
Where a product has a major problem, you may be entitled to choose a refund or replacement.
A major problem may include where the item:
- has a problem that would have stopped someone from buying it if they had known about it
- is significantly different from the description or sample
- is unsafe
- does not do what we said it would do, or what you asked for, and cannot be easily fixed within a reasonable time
Timeframe for Requests
If there is an issue with your order, please contact us as soon as possible after delivery.
For faster assessment, we ask that requests for damaged, defective, incorrect, or transit-related issues be submitted within 30 days of delivery where possible.
How to Lodge a Request
To lodge a request, please email support@wallartcollective.com.au and include:
- Customer name
- Order number
- Order date
- Clear photos of the item and the issue
- Photos of the packaging, where relevant
Please keep all original packaging until we advise otherwise.
Returns
If a return is required as part of an approved claim, we will provide instructions once the request has been assessed.
Where the return relates to a confirmed fault, defect, damage, or other issue for which we are responsible, return shipping will be arranged at our cost.
Change of Mind, Wrong Size or Incorrect Selections
Because all artworks are custom made to order according to the selections made at checkout, we do not accept returns or exchanges for:
- change of mind
- ordering the wrong size
- selecting the wrong options
- selecting the wrong artwork, frame, or finish
Please check all measurements, product details, and selections carefully before placing your order.
Missing After Delivery
If your order is marked as delivered but you cannot locate it, please contact us as soon as possible.
We may not be able to accept responsibility for items that go missing after delivery has been completed in accordance with the delivery details provided, particularly where no signature was requested or a safe drop location was used. However, we will review the circumstances and assist where reasonably possible.
Compensation for Loss or Damage
Under Australian Consumer Law, you may also have rights to compensation for reasonably foreseeable loss or damage resulting from a problem with a product. These rights are in addition to any repair, replacement, store credit, or refund that may apply.
Australian Consumer Law
This policy operates alongside your rights under Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the law.
Need Help?
If you have any questions or need to report an issue, please contact us at support@wallartcollective.com.au.