Returns and Exchanges

We do not offer refunds or returns for change of mind.
If your product is damaged upon arrival, you may request a refund or exchange within 30 days of purchase by emailing lucyluartworks@gmail.com.
To complete your return, we require a receipt or proof of purchase.
The item needs to be returned in the condition it was received, please email us before returning the item.
The customer must cover the return shipping costs.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
 

Shipping Insurance & Responsibility

All original artworks are shipped with insurance through Australia Post or a courier service. In the rare event that an artwork is damaged during transit, I will assist in filing an insurance claim with the shipping provider..

Customer Actions & Reporting Damage

Customers must report any damage within 5 of receiving the artwork, providing clear photos of the damage and packaging.
 

Refund or Replacement Policy

If the insurance claim is approved and I receive reimbursement from the shipping provider, I will issue a full refund or offer a replacement of similar value. For commissioned artworks, I may offer to repaint the artwork. However, due to the nature of original art, the new piece may differ slightly from the original. If the claim is denied or significantly delayed, I will work with the customer to find a reasonable solution, but I cannot guarantee an automatic refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
lucyluartworks@gmail.com.