Returns, Refunds & Cancellations Policy

Last updated: 11 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.

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 store credit for change of mind. This includes no longer wanting an item, choosing the wrong colour, size or style, finding a cheaper alternative, ordering the wrong item, or deciding that an item does not suit a room. This section does not limit rights that cannot be excluded under the Australian Consumer Law.

4. 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.

If cancellation is approved before material costs have been incurred, we may provide a refund. If we have already incurred reasonable administration, handling, transport or logistics costs, we may deduct the reasonable costs actually incurred before refunding the remaining balance.

5. 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 automatic. We may refuse cancellation or accept it subject to reasonable costs actually incurred, including delivery, return transport, driver call-out, loading or unloading, handling, warehouse, administration or other logistics costs.

6. 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 may discuss available options with you case by case.

7. Custom, Special and Personalised Orders

Custom, special and personalised orders are generally 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.

8. Deposits

Custom or special orders may require a 50% deposit or full payment. A deposit is not an automatic 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 refund of a fully paid order.

9. 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.

10. 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 where relevant, and a description of the damage. This does not limit rights that cannot be excluded under the Australian Consumer Law.

11. 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.

12. Remedies

Depending on the circumstances and applicable law, an approved remedy may be a repair, replacement, refund or another appropriate remedy. Once a refund is approved, we will process it within a reasonable period using the original payment method where practicable.

13. Return Freight and Collection

For voluntary or cancellation-related returns that we approve, you may be responsible for reasonable transport or collection costs. For genuinely faulty, damaged or non-conforming large or heavy goods, Art Design Gallery will arrange or reimburse reasonable transport where required by law.

14. Large/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.

15. Customer-Arranged Couriers

Outside our automatic 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.

16. 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. Supplier warehouse details are not published.

17. Clearance, Floor Stock and Display Items

Clearance, floor-stock and display items may have different condition, packaging or availability details. Any agreed treatment will be confirmed at the time of sale. This section does not limit rights that cannot be excluded under the Australian Consumer Law.

18. Refund Processing

Once a refund is approved, Art Design Gallery will process it within a reasonable period using the original payment method where practicable. Any lawful deduction of reasonable costs actually incurred will be explained before the balance is refunded.

19. 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.

20. Contact Details

Art Design Gallery
Email: info@artdesigngallery.com.au
Phone: 0468 333 267