Returns & Refunds Policy

Last Updated: 13 October 2025.

We want you to love your purchase from Fiona Read's art business. Please read our policy carefully before placing an order. This policy is designed to comply with your rights under the Australian Consumer Law (ACL), as well as to outline our store’s approach to change-of-mind returns and exchanges.

1. Exchanges

We are happy to accept exchanges on eligible items within 7 days of delivery, provided the item is returned in its original, unused condition and in the original packaging. Any additional postage costs for exchanges are at the buyer’s expense.

If you wish to arrange an exchange, please email us first at hello@fionareadart.com to receive return instructions. Items returned without prior contact will not be accepted.

2. Change of Mind Returns

Unfortunately, we do not offer refunds for change of mind on any products. Please choose carefully before purchasing.

Colours may vary slightly from what you see on your screen (e.g. PC, Mac, phone). We do our best to ensure the artworks displayed online accurately represent the real colours, but small variations are not considered faults under the ACL.

Please ensure your delivery address is entered correctly at checkout. We cannot cover the cost of redelivery if an order is returned to us due to an incorrect address.

3. Returns Process & Eligibility

We have a 7-day return window for eligible returns. To be eligible:

• Your item must be in the same condition that you received it — unused and in the original packaging.
• You must have the receipt or proof of purchase.
• You must contact us first at hello@fionareadart.com to initiate the return.

Returns should be sent to our studio in Croydon, Australia. The return address will be provided once your return request is approved. You will be responsible for return postage and ensuring the item arrives in original condition.

4. Damages, Defects & Incorrect Items

Please inspect your order as soon as it arrives and contact us immediately at hello@fionareadart.com if the item is defective, damaged or if you receive the wrong item. We will assess the issue and, where appropriate under the ACL, repair, replace or refund the item at no cost to you.

For framed prints fulfilled by Frames Now, we will liaise with Frames Now on your behalf to resolve any damage or defect claims.

5. Exceptions & Non-Returnable Items

• Commissioned Artworks — Due to their custom nature, commissioned works cannot be returned or refunded once completed, except where required by the ACL (e.g. major failure). We work closely with clients during the creative process to ensure satisfaction before shipping.
• Sale Items — Unfortunately, we cannot accept returns or exchanges on sale items.
• Gift Cards — Non-refundable.
• Digital Products — Items delivered electronically are non-returnable and non-refundable once delivered.

6. Exchanges (Process)

The fastest way to ensure you receive your preferred item is to return the original item (once accepted) and then make a new purchase separately. We will process the returned item in line with this policy once received.

7. European Union 14-Day Cooling Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be in its original condition, unused, with tags and packaging. Proof of purchase is required.

8. Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, the refund will be processed to your original payment method within 15 business days. Please note that banks or credit card providers may take additional time to process and post the refund.

If more than 20 business days have passed since your refund was approved, please contact us at hello@fionareadart.com.

9. Australian Consumer Law (ACL)

This policy operates in addition to your rights under the Australian Consumer Law. If your product has a major failure, you are entitled to a refund or replacement. If the failure is minor, we may repair or replace the item. Nothing in this policy excludes or restricts your statutory rights.

For more information on your rights, visit the ACCC: https://www.accc.gov.au/consumers.

10. Contact Us

If you have any questions about returns or refunds, please contact us at:

📧 hello@fionareadart.com
📍 Croydon, Victoria, Australia