Returns and refunds

We want you to love what arrives. If something isn’t right, here’s how we’ll put it right.

Faulty, damaged or not as described

If your print arrives damaged, has a fault, or isn’t what you ordered or what we described, we’ll fix it. Depending on the problem, that means a replacement or a refund. If the problem is a major one, you choose which.

Please contact us as soon as you can, ideally with a photo of the print and its packaging. Photos help us sort things out quickly and, where needed, make a claim with Australia Post. Sending one isn’t a condition of your rights.

Every screen shows colour a little differently, so your print may look slightly different from what you saw online. That is normal, but if the difference seems significant, please get in touch and we’ll talk it through.

Changed your mind

If you change your mind, you can return a print within 14 days of delivery for a refund of the print price, as long as it is undamaged and in its original packaging. Please contact us first. Return postage is yours to pay, and the original postage isn’t refunded.

How to ask for a return or refund

Email sanctuary.gallery@outlook.com or call 0423 811 326. Please include your name, your order number if you have it, and a short description of the problem. We’ll reply within three business days.

Return postage

If your print is faulty, damaged or not as described, we’ll cover reasonable return postage. Often we won’t need it back at all, and we’ll tell you if we do.

For change-of-mind returns, return postage is yours to pay. We recommend a tracked service, as we can’t refund a return that doesn’t reach us.

Returns address: Sanctuary Gallery, Shop 2/56 Mount Barker Road, Hahndorf SA 5245.

How refunds are paid

Refunds go back to the card or payment method you used, through Square. We aim to process them within five business days of agreeing to the refund or receiving your return. Your bank may take a few more days to show it.

If your order was faulty, damaged or not as described, we refund the postage you paid as well.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. You can read more on the ACCC website at accc.gov.au.