Refund policy

Refund Policy

We want you to absolutely love your Annalise Paints order. If something isn’t quite right, please get in touch and we’ll do our best to help.

Change of Mind Returns

For non-custom products, we accept change-of-mind returns within 14 days of your order being delivered.

To be eligible for a return, your item must be unused, in its original packaging where applicable, and in a condition suitable for resale.

For change-of-mind returns, return postage is the responsibility of the customer and original shipping charges are non-refundable.

Please contact hello.annalisepaints@gmail.com before returning an item so we can provide you with the correct return instructions.

Custom Pet Portraits and Personalised Products

Because custom pet portraits and personalised products are created especially for you, we do not accept change-of-mind returns once work has commenced.

A $50 deposit is required to reserve each custom pet portrait commission. This deposit is credited towards the final price of your portrait.

The deposit is non-refundable if you change your mind or cancel your booking. However, it can be transferred to a future portrait collection if your plans change.

If Annalise Paints is unable to fulfil your commission, or if your artwork or personalised product does not meet applicable consumer guarantees, this does not affect any rights you may have under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at hello.annalisepaints@gmail.com with your order number and photographs of the issue where possible.

We may ask you to return the item so we can assess the issue.

Where required under Australian Consumer Law, we will provide an appropriate remedy, which may include a repair, replacement or refund depending on the circumstances.

Sale Items

Sale or promotional items are eligible for the same rights and remedies as full-price products where Australian Consumer Law applies.

Change-of-mind returns on sale items will otherwise be assessed under our standard change-of-mind policy unless the product listing states otherwise.

Shipping Protection

Optional Shipping Protection may provide additional cover or benefits for eligible orders. Purchasing or declining Shipping Protection does not affect any rights you may have under Australian Consumer Law.

Refunds

Approved refunds will be returned to the original payment method. Processing times may vary depending on your bank or payment provider.

For any return or refund questions, please contact:

hello.annalisepaints@gmail.com

This protects you while still recognising that change-of-mind returns are something you can set your own policy for. ACCC guidance confirms businesses are generally not required to refund simply because someone changed their mind, but if you offer a change-of-mind policy, you need to follow it.