Refund and Returns Policy

This is a sample page.

If for any reason you are not 100% happy with your purchase please look over the following conditions and contact us at: kathy@mysproutstudio.com.au.

PURCHASE POLICY

I understand that by ordering from ArtHouse Co and The Art and Framing Company, you agree to the following terms:

1. The purchaser is responsible for ensuring that all My Sprout Studio and Kathy Edwards products are suitable for the intended location and wall where they will be installed. Detailed product information is available on the websites www.mysproutstudio.com and www.mysproutstudio.com If you have any questions or queries, you can contact the customer care team before placing your order.
2. While every effort is made to ensure colour accuracy in the printing and quality control process, My Sprout Studio and Kathy Edwards cannot control the settings on the purchaser’s screens, mobile phones, or other devices. Therefore, there may be slight variations in colour between what is displayed on your device and the actual product.
3. If you are uncertain about the product you are ordering or need more detailed information, it is recommended that you contact Customer Care before placing your order.

These terms and conditions are in place to ensure that customers make informed decisions about their purchases and to address any concerns regarding product suitability and color accuracy.

RETURNS POLICY & REFUNDS

Returns or exchanges are only accepted within 24 hours on receipt of delivery in accordance with the Returns Policy. 

If goods received arrive damaged you must get in contact with our team within 24 hours of receiving the items and provide reference photos to be eligible for replacement or a refund.

Many products from My Sprout Studio are ‘made to order’ and therefore cannot be returned or exchanged, unless the Product is deemed damaged, in accordance with the The Art and Framing Company Returns Policy and the Australian Consumer Law guarantees. In order to facilitate a return under these Terms and Conditions, Customers must e-mail kathy@mysproutstudio.com.au.

Returned Goods must be returned in their original packaging with all accessories, and must be in a re-saleable condition. 

Change of Heart

As all products sold by My Sprout Studio and Kathy Edwards are made to order, unfortunately we do not offer refunds or exchange due to change of heart. 

No returns or exchanges will be offered for ‘specialty’ made to order products where artwork has been made to order according to your choice of size and frame. This includes where the customer has provided their own artwork/images (photo acrylic blocks, photo wall acrylics, photo canvas etc) and for commissioned works or specialty items including custom sizing and framing.

Exchanges:

With the exclusion of commercial & trade, special or customised orders, we will exchange any product, once delivered or collected, within a 24 hour period if the product is damaged or faulty. Authorisation to return or to accept a return must be obtained by My Sprout Studio employees and must be returned in its original packaging and has not been partly or fully assembled. Only My Sprout Studio authorised transport companies will be used and this will be at the buyers expense. The Kathy Edwards T/A My Sprout Studio reserves the right to refuse exchanges on a case-by-case basis.

No returns or exchanges will be offered for ‘specialty’ made to order products where the customer has provided their own artwork/images (photo acrylic blocks, photo wall acrylics, photo canvas etc) and for commissioned works or specialty items including custom sizing and framing.

Faulty or Damaged Goods:

Where an item is found to be faulty within the first 24 hours after delivery or is already damaged on delivery, and the customer notifies Kathy Edwards T/A My Sprout Studio of that fault, then Kathy Edwards or My Sprout Studio will either:
Replace or Repair the faulty Good at our discretion; or
If we are unable to provide a new replacement, My Sprout Studio or Kathy Edwards has the option to offer a full or partial refund dependant on the amount of damage to the product.
Where a new replacement is available, and the customer elects to receive a refund instead of a replacement, the refund will be for the amount of the purchase price excluding the initial & return delivery cost.
If your item arrives with clear and noticeable damage to its packaging please take photographic evidence and bring to attention of delivery driver/provider. Where Goods are already damaged on delivery, My Sprout Studio and Kathy Edwards requires photographic evidence of the damage to be e-mailed to kathy@mysproutstudio.com.au before authorising return of the Goods. Where Goods are already damaged on delivery, the customer should indicate this to the delivery driver when signing the proof of delivery and ensure it is noted on the proof of delivery.

Posters, photographs and art prints are carefully rolled with protective paper to protect against dust before being packaged in a  heavy duty postal tube. Prints should only be removed by a professional framer.

My Sprout Studio or Kathy Edwards is not responsible for any scratches or damage to a print once it has been removed from its packaging and therefore no refunds or exchanges will be offered.

Kathy Edwards T/A My Sprout Studio reserves sole discretion to determine whether the Goods are faulty or damaged in accordance with this policy.
Kathy Edwards T/A My Sprout Studio may seek reimbursement of any costs incurred by us if the Product is found to be in good working order.
Authorised Returns: All shipping will be through My Sprout Studio or Kathy Edwards authorised transport companies and at the buyer’s expense. Apply for authorisation of your return through by contacting our team at kathy@mysproutstudio.com.au. This ensures your matter is standardly processed and resolved.

Contact the Customer Service team on +61411 079 154 if you require further assistance. Unauthorised returns may incur extra fees.

Order Delays:

Every effort will be made to have your order ready by any specified production and delivery time-frames. However, we take no responsibility for delay by Couriers, shipping agents or ‘out of stock’ situations.

Warranty Claims:

Unless specified otherwise, a 12-month manufacturer’s warranty applies to all furniture sales. If you need to make a warranty claim please submit concerns or evidence of damage/s through our warranty online claims form. This ensures your matter is standardly processed and resolved.