Refund policy

Refunds, Returns & Workshop Cancellations Policy

I want you to feel happy and confident with your purchase - whether it’s an original painting, a print, a piece of merchandise, or a spot in a workshop. While I do need to follow Australian Consumer Law (ACL), my priority is to treat you fairly and make sure the process feels simple and respectful.

Your rights under Australian Consumer Law

If something you buy from us isn’t of acceptable quality, doesn’t match the description, or isn’t supplied with due care and skill, you have the right to a remedy under the ACL. Depending on the situation, this could be a repair, replacement, re-supply, or refund. Nothing in this policy takes away those rights.

Change-of-mind returns

  • Original artworks & prints: Because these are unique or made-to-order, we can’t accept returns if you simply change your mind.
  • Apparel & merchandise: Many items are printed just for you. For this reason, we don’t usually offer returns or exchanges for change of mind. If we happen to have a stocked item in perfect condition, we may be able to exchange or provide a store credit - just reach out and we’ll chat about options.

Faulty, damaged or incorrect items

If your order isn’t quite right:
1. Email us at support@jenrodgercreative.com.au within 7 days with your order number and a few clear photos.
2. We’ll assess the situation and, if the ACL applies, arrange a repair, replacement, re-print/re-supply, or refund.
3. If the item needs to come back to us, we’ll cover the cost of return postage or provide a prepaid label.

(Asking for photos helps us claim with couriers, but this doesn’t limit your rights in any way.)

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.Refund timing

What you need to know

  • Original Artworks: Colours can look a little different on screens versus real life. We pack them carefully, but if damage happens in transit, please let us know straight away. Taking a photo of the packaging before and after opening is always a good idea.
  • Art Prints: Each print is created just for you. Tiny variations in colour or paper texture are normal and part of the process.
  • Apparel & Merchandise: Please double-check size guides before ordering. If something arrives faulty or misprinted, we’ll replace or refund.

Workshops

  • If we cancel or reschedule: You can choose a full refund or move to another date.
  • If you can’t make it:
    • 4+ days’ notice = full refund or transfer.
    • 7–13 days’ notice = 50% refund or transfer.
    • Less than 7 days/no-show = non-refundable, but you can transfer your ticket to a friend.

These workshop terms sit alongside your rights under Australian Consumer Law.

Commissions & custom orders

Deposits are non-refundable once I’ve started work. I’ll check in with you at key stages, so there are no surprises. If the finished work doesn’t meet consumer guarantees, ACL remedies still apply.

Refund timing

Approved refunds are returned to your original payment method. It usually takes 5–10 business days to appear in your account.

Contact

If you have any questions, please reach out to:

Jen Rodger Creative (Melbourne, VIC, Australia)
📧 support@jenrodgercreative.com.au

September 23, 2025