Returns & refunds
Short version: if it arrives broken, faulty, or is not what the page said it was, we fix it. You do not have to argue with us about it.
Your rights come first
Australian Consumer Law gives you guarantees that nothing on this page can take away, and we would not want to. If a piece is faulty, not as described, or not of acceptable quality, you are entitled to a repair, replacement or refund depending on how serious the problem is. That applies whether or not you still have the box, and it is not limited to 30 days.
Everything below is what we offer on top of that.
Damaged in transit
Photograph it before unpacking any further, the box too, if it took a hit. Then get in touch within 7 days.
We will replace it or refund it, whichever you prefer. You will not be asked to post a broken sculpture back at your own expense.
Changed your mind
In-stock pieces: 14 days from delivery. Return it unused and in its original condition and we will refund the purchase price. Return postage is yours, and the original postage is not refunded.
Made-to-order and custom pieces: no change-of-mind returns, because it was printed and finished specifically for you and cannot go back on a shelf. Your consumer guarantees still apply in full, this only covers changing your mind, not anything being wrong with it.
Check the product page before you buy. It says which one you are getting.
Things that are not faults
These are worth saying plainly, because they can look like defects and are not.
- Hand-painted pieces vary. How far a pearl carries across a scale, exactly where the gold catches, no two come out identical. That is what hand-painted means and it is the reason to want one.
- Layer lines. These are 3D printed, and on some surfaces you can see the build. We do not hide it and we do not photograph around it.
- Colour on a screen. Your monitor is not our workshop light. We photograph honestly and we do not correct colours to flatter.
- Heat damage. PLA softens around 60 °C. A parked car in summer will deform a piece, and that is not a manufacturing fault. Every product page says so.
If you are unsure whether what you are looking at is a fault, send us a photo. We would rather look than have you wondering.
How to start one
Message us with your order number, what is wrong, and a photograph. Refunds go back to the original payment method, usually within 5 business days of the return being agreed.