Refund and Exchange

RETURNS
Our policy lasts 14 days from date of purchase.
If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange except in special circumstances.

If it is over 14 days, please contact us anyway at graphic.art (at) artbyjenny(dot)com.au, in case there is something we can do to help.

To be eligible for a return, your item must be in perfect (brand new) condition, unopened and unused - in the same condition that you received it. It must also be in the original packaging.

Returns for downloadable and digital files are not available because there is no guarantee that it has been deleted from your possession. This is why we have no refunds for downloadable products unless there is a fault with the file (in which case, you would get a replacement file).

Additional non-returnable items:
Gift cards
Downloadable files and/or fonts
Digital files of any type

To complete your return or exchange, we require a receipt or proof of purchase, contact details and a genuine reason for the return request.

There are certain situations where only partial refunds are granted (if applicable)
Any item that is damaged or missing parts for reasons not due to our error.

Refunds (if applicable)
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.
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 applicable)
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 graphic.art (at) artbyjenny(dot)com.au.

Sale items (if applicable)
Unless otherwise notified, sale items cannot be refunded or returned.

EXCHANGES (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at graphic.art (at) artbyjenny(dot)com.au with a photo of the item, the required information as stated above for returns plus your contact details and we will get in contact with you.

Shipping for Returns or Exchanges
Downloadable products do not have shipping for obvious reasons.
For all other products that require shipping, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, Australia Post recommends using a tracking service and or purchasing postal insurance. Contact your local postie for details.
As always, if you need help or have questions, sing out anytime :) Thank you!