Returns, Refunds & Cancellations Policy

Last updated: 15 September 2026

1. Overview

This policy explains how Art Design Gallery handles cancellations, returns, refunds and remedies for products purchased from us. Please contact us before sending anything back or arranging transport. Returns are not accepted without prior written authorisation from Art Design Gallery.

2. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable law. If a product is faulty, unsafe, misdescribed, unfit for a disclosed purpose or otherwise does not meet a consumer guarantee, you may have rights to a repair, replacement, refund or other remedy depending on the circumstances and applicable law.

3. Change of Mind

Art Design Gallery does not accept returns, exchanges, refunds or credit for change of mind. This includes no longer wanting an item, choosing the wrong colour, size, finish or style, finding a cheaper alternative, ordering the wrong item, or deciding that an item does not suit a room or does not fit a space.

It is your responsibility to check dimensions, finishes, access and suitability before ordering. Product dimensions are published on each product page and we are happy to answer questions before you purchase.

This section does not limit rights that cannot be excluded under the Australian Consumer Law.

4. Credit Notes Rather Than Refunds

Where Art Design Gallery approves a cancellation or return that is not required by the Australian Consumer Law, any amount returned to you will be issued as a credit note, not a refund to your original payment method.

Refunds to the original payment method are reserved for circumstances where the Australian Consumer Law or an accepted warranty claim requires one, such as a major failure that cannot be remedied by repair or replacement.

Credit notes are valid for 12 months from the date of issue and may be used against any product we supply.

5. Order Cancellation Before Dispatch

For normal, non-custom stock orders, you may request cancellation before dispatch or collection. Cancellation is not automatic. Where permitted by law, Art Design Gallery may approve or refuse the request at its discretion.

Where a cancellation is approved:

• if no material costs have been incurred, a credit note may be issued for the full amount; and
• if administration, handling, transport, logistics or supplier costs have already been incurred, the reasonable costs actually incurred will be deducted before the credit note is issued.

6. Orders Already Prepared or Dispatched

Once goods have left the warehouse, a driver has departed, freight has been booked, or dispatch preparation has materially commenced, cancellation is no longer available as of right. We may refuse cancellation, or accept it subject to:

• a 20% restocking fee, deducted from any credit note; and
• all reasonable costs actually incurred, including outbound delivery, return transport, driver call-out, loading or unloading, handling, warehouse, administration and other logistics costs.

7. Condition Requirements

Where Art Design Gallery approves any return, the product must:

• be in brand new, re-sellable condition, free from scratches, stains, marks, odours, damage or modification;
• be returned in its original packaging, both internal and external, intact and re-sealable as new;
• include all accessories, fittings, fixings and documentation supplied with it; and
• be accompanied by valid proof of purchase.

Art Design Gallery reserves the right to reject a return entirely, or to reduce the credit amount, where the product does not meet these conditions. This does not limit rights that cannot be excluded under the Australian Consumer Law.

8. Online Backorders

For an online backorder where the website displays an estimated dispatch date, you may request cancellation at least seven days before the current estimated dispatch date. The request remains subject to the order not having entered dispatch preparation, no unrecoverable supplier or logistics costs having been committed, and Art Design Gallery approval.

Requests made within seven days of the estimated dispatch date are at our discretion.

Supplier dates are estimates and are not guaranteed dispatch or delivery dates. If an estimate changes substantially, or a backorder is delayed well beyond the estimate, we will discuss available options with you case by case.

9. Custom, Special and Personalised Orders

Custom, special and personalised orders are non-cancellable and non-refundable once accepted and/or committed to a supplier or manufacturing process, except where Art Design Gallery agrees otherwise or where the Australian Consumer Law requires a remedy.

10. Excluded Items

The following are not eligible for cancellation, return, exchange or credit other than where the Australian Consumer Law requires a remedy:

• clearance, final sale, ex-display and floor stock items;
• custom, special and personalised orders;
• items assembled, installed or modified after delivery; and
• items collected or transported by a customer-arranged carrier, in respect of damage occurring after collection.

11. Deposits

Custom or special orders may require a 50% deposit or full payment. A deposit is not a penalty. If an order is cancelled after supplier commitments, manufacturing, ordering, administration, transport, design or customisation work, or other reasonable costs or losses have been incurred, we may retain the amount reasonably necessary to cover those committed costs or losses where lawful. The same principle applies to any credit or refund of a fully paid order.

12. Faulty, Damaged or Incorrect Goods

If goods are faulty, damaged, unsafe, misdescribed, incorrect or otherwise fail an applicable consumer guarantee, contact us as soon as possible. Depending on the nature of the failure and applicable law, remedies may include repair, replacement, refund or another remedy. We will assess the circumstances and will not use this policy to limit a mandatory Australian Consumer Law remedy.

13. Warranty

Products supplied by Art Design Gallery carry a 12 month warranty from the date you receive the goods, covering faults in materials or workmanship under normal domestic use. Marble and natural stone products, and items subject to commercial use, may carry different terms — these will be confirmed at the time of sale.

This warranty is provided in addition to your rights under the Australian Consumer Law.

14. Damage Reporting

Please report visible delivery or collection damage on the same day where reasonably possible so that we can investigate promptly. Include your order number, photographs of the goods and packaging, and a description of the damage. Retaining the original packaging assists any claim. This does not limit rights that cannot be excluded under the Australian Consumer Law.

15. Inspection and Assessment

Where permitted by law, we may inspect the goods and supporting information before determining the appropriate remedy. Inspection does not override or delay any mandatory right or remedy under the Australian Consumer Law.

16. Remedies and Processing Time

Depending on the circumstances and applicable law, an approved remedy may be a repair, replacement, refund, credit note or another appropriate remedy.

Once a remedy is approved, we will process it within 14 days of approval, or within 14 days of receiving and assessing returned goods where a return is required. Refunds are made using the original payment method where practicable. Any lawful deduction of reasonable costs actually incurred will be explained before the balance is issued.

17. Return Freight and Collection

For approved cancellation-related returns, you are responsible for arranging and covering reasonable transport or collection costs, and we recommend insuring the shipment against transit damage.

For genuinely faulty, damaged or non-conforming goods, Art Design Gallery will arrange or reimburse reasonable transport where required by law.

18. Large and Bulky Furniture

Do not bring or send large furniture back without contacting us first. We will determine whether inspection, collection, an approved return location or another transport method is appropriate.

Delivery is generally to the door or ground-floor entrance. In-home placement, assembly, stair carries and packaging removal are not included unless separately arranged.

19. Customer-Arranged Couriers

Outside our Melbourne delivery area, customers may arrange their own courier. When you or your nominated carrier collects goods from Art Design Gallery or an approved collection point, risk of transit loss or damage after collection passes to you, subject to rights that cannot be excluded under the Australian Consumer Law and subject to any defect or non-conformity that existed before collection.

20. Approved Return Locations

Do not return goods without prior authorisation. Depending on the product and the original collection or dispatch location, Art Design Gallery will confirm the approved return or collection location.

If you collected the goods, the default return point may be the same collection location unless we advise otherwise. Our Clyde North warehouse address is:

2/14 Silvretta Court

Clyde North VIC 3978

For supplier or warehouse-direct goods, Art Design Gallery will advise the approved return or collection location. We do not publish those details.

21. Proof of Purchase

Please provide your order number, receipt or other reasonable proof of purchase when contacting us. We may also ask for photographs, product information and delivery or collection details to investigate a claim.

22. Contact Details

Art Design Gallery

Email: info@artdesigngallery.com.au

Phone: 0468 333 267