This Returns & Refunds Policy applies to purchases made from By Jade Art via byjadeart.com.au (“Site”).

Change of mind

Because our prints are made to order, we do not accept returns, exchanges, or cancellations for change of mind, including (but not limited to):

  • deciding you no longer want the item

  • ordering the wrong size

  • personal taste/preferences after delivery

  • minor colour differences due to screen/monitor settings

Please choose carefully and double check your details at checkout (especially your shipping address and the size you’re ordering).

Because prints are made to order and handled during production/packing, very minor marks on packaging can happen. This doesn’t affect the artwork itself.

Refunds aren’t offered due to framing issues or customer handling after delivery.

Australian Consumer Law (ACL)

Nothing in this policy is intended to exclude or limit your rights under the Australian Consumer Law (ACL).

You may be entitled to a repair, replacement or refund if the product:

  • is faulty or not of acceptable quality,

  • is significantly different from its description,

  • is unsafe, or

  • has a major failure.

Damaged items (on arrival)

I pack orders with care, but if your print arrives damaged, please contact me within 48 hours of delivery at jade@byjadeart.com.au with:

  • your order number,

  • clear photos of the damage,

  • clear photos of the packaging it arrived in (including any external damage), and

  • a photo of the shipping label (if possible).

Important: Please keep all packaging materials until we’ve resolved the issue. Carriers often require this for claims.

Once I review your report, I'lll offer the most appropriate resolution as quickly as possible. This may include:

  • a replacement,

  • a refund, or

  • another suitable solution depending on the damage and stock availability.

Please note that colours may vary slightly between screens and the printed artwork due to monitor settings and lighting. This is not considered a fault.

Faulty or incorrect items

If you believe your item is faulty or you received the wrong item, please contact me at byjadeart@gmail.com within 7 days of delivery with:

  • your order number,

  • a description of the issue, and

  • supporting photos.

If the issue is confirmed, we’ll arrange an appropriate remedy in line with the ACL.

Returns process (if approved)

Returns must be approved before sending anything back.

If a return is authorised:

  1. I'll provide return instructions and the return address.

  2. Items must be returned in their original condition (where applicable) and packaging.

  3. Once received and assessed, I’ll process the agreed outcome (replacement/refund).

Do not send items back without contacting me first. Unauthorised returns may be refused or returned to sender.

Return shipping costs

  • If the item is confirmed to be faulty, damaged in transit, or incorrect, I’ll cover reasonable return shipping costs (or otherwise arrange a remedy without requiring return where appropriate).

  • If the return is approved for any other reason (only in rare circumstances and at our discretion), return shipping costs are the customer’s responsibility.

Refund timeframes

If a refund is approved, it will be processed to the original payment method. Refund processing time depends on your bank/payment provider, typically 3–10 business days after I confirm the refund.

Lost or delayed parcels

Once your order has been lodged with the carrier, delivery timeframes are outside my control. If your parcel appears delayed or lost, please contact me and I’ll help you investigate with the carrier.

Incorrect address

Please make sure your shipping address is correct at checkout. If an order is returned to sender due to an incorrect or incomplete address, you may be responsible for any reshipping costs.

Contact

If you need help with an order, email: jade@byjadeart.com.au
Include your order number so I can assist faster.