Refund policy

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major failure. Nothing in this policy limits those rights.

Damaged, faulty or not as described

If a print arrives damaged, has a printing fault, or isn't what was described, email yiepeng@gmail.com within 30 days of delivery with your order number and a photo. We'll send a replacement or give you a full refund, including shipping, whichever you prefer. You won't need to pay to return a faulty item; we may ask you to send it back at our cost, or simply to dispose of it.

Change of mind

Every print is made to order for you, so we don't offer refunds or exchanges for change of mind, for example if you chose the wrong size or no longer want the piece. This doesn't affect your rights if an item is faulty or not as described.

Archival (limited) editions

Archival editions are numbered. If one arrives damaged or faulty, we'll replace it with a print carrying the same edition number and retire the damaged one, or refund you in full.

Digital downloads

Because a download can't be returned, we don't offer change-of-mind refunds once a file has been delivered. If a file is faulty, won't open, or isn't what was described, email us and we'll send a working file or refund you.

Soulglyph commissions

Your finished portrait is delivered by email within 7 days of your completed intake. If something in it doesn't sit right, tell us within 14 days of delivery: every commission includes one refinement pass. If a commission is faulty, materially not as described, or never delivered, you're entitled to a replacement render or a full refund.

How refunds are paid

Approved refunds go back to your original payment method within 5 business days. Your bank may take a few more days to show it.

Contact

All delivery and refund questions: yiepeng@gmail.com. Please include your order number. We reply within 3 business days.