Refund policy

----- RETURNS -----
Our policy lasts 21 days from when a parcel is dispatched.
If 21 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Contact us anyway, in case we can help.

To be eligible for a return, your item must be unopened and unused - in the same condition that you received it and still 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:
Free products.
Products marked down from their original price (clearance, sale, discounts).
Gift cards and or vouchers.
Downloadable files of any type.
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 straight away.

Sale items (if applicable)... Unfortunately sale items cannot be refunded.
Special Orders... Products altered by request including our stamp trimming service, are not able to be returned and cannot be refunded or exchanged.

Exchanges (if applicable)
We replace items if they are defective or damaged. If you need to exchange it for the same item, contact us with the required information as stated above for returns plus your contact details and we will get in contact with you.

Downloadable products do not have shipping and are non-refundable.

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 are returning an item, please use a trackable delivery service or purchase insurance. We cannot guarantee that we will receive your returned item. We are not liable financially or otherwise for any lost, missing or damaged goods under any circumstance.

For further delivery information, pricing and other useful info, visit our FAQ page at https://www.shop.artbyjenny.com.au/pages/faqs.

For all our latest news - updated as life happens - visit our blog at https://www.shop.artbyjenny.com.au/blogs/art-and-craft-news.