Return & Refund Policy

At VeeArt, we are passionate about delivering high-quality wall art that transforms your space. We want you to shop with confidence, knowing exactly what to expect.

Please read our return policy below.

1. Damaged or Defective Items (VeeArt Guarantee)

We package our art with extreme care to withstand transit. However, if your order arrives damaged or has a manufacturing defect, we will make it right immediately.

  • Reporting Period: Please inspect your order upon arrival. You must report any damage or quality issues within 7 days of receipt.

  • How to Report: Email us at [email protected] with clear photos of the damaged product and the packaging.

  • Resolution: We will arrange a free replacement or a full refund at our discretion. You will not be charged any additional fees for resolving quality issues.

2. Change of Mind Returns

We understand that sometimes art looks different in your home than it does on a screen. For standard (non-custom) products, we accept returns for a refund under the following terms:

  • Timeframe: You must initiate the return within 14 days of receiving your order.

  • Condition: The item must be returned in its original condition and packaging. It must be unused and re-sellable.

  • Return Shipping: The customer is responsible for the cost of shipping the item back to us. We strongly recommend using a trackable service and purchasing shipping insurance, as we cannot process refunds for items lost or damaged during the return journey.

  • Refund Calculation (Important): Since we offer Free Shipping on our products, the cost of shipping the item to you is embedded in the product price. Therefore, if you return an item due to a change of mind, the following deductions will apply to your refund:

    1. Restocking Fee (15%): To cover handling, inspection, and re-warehousing costs.

    2. Original Shipping Recovery (10%): To cover the initial shipping cost we incurred to send the large/bulky item to you.

    • Example: If you bought an artwork for $100, your refund will be $75 ($100 – $15 – $10).

3. Custom & Personalised Products

Products that are made-to-order with your specific requirements (e.g., uploaded personal photos, custom dimensions, or custom framing options) cannot be returned or exchanged for a change of mind. These items are unique to you and cannot be resold.

  • Note: The VeeArt Guarantee (Section 1) fully applies if there is a quality issue or damage.

4. Cancellation Policy

Our production team works quickly to ensure fast delivery.

  • Before Production: You may cancel your order for a full refund if production has not yet started.

  • After Production Begins: Once your order has entered the production phase (printing/framing), cancellations are not accepted.

  • After Shipping: Orders that have already been dispatched cannot be cancelled and must be processed as a “Change of Mind” return (see Section 2).

5. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

6. Quality Promise

We believe in the longevity of our products. We use premium, gallery-grade materials designed to stand the test of time. While we do not offer exaggerated “lifetime” warranties, we fully stand by our craftsmanship.

  • Australian Consumer Law: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If your artwork develops a major fault (such as significant fading or structural failure) within a reasonable period of time under normal indoor use, you are entitled to a replacement or refund.

  • Care Instructions: To ensure your art lasts for years, please avoid displaying it outdoors or in high-humidity areas (like bathrooms without ventilation), as damages caused by these environments are not covered as manufacturing defects.

Frequently Asked Questions:

How do I start a return?

simply email our team at [email protected] with your Order Number and the reason for the return. If the item is damaged, please attach photos. We will respond within 24 hours with the return address and instructions.

Why is the full amount not refunded for 'Change of Mind' returns?

We pride ourselves on offering Free Shipping to our customers. However, shipping large and fragile art pieces is expensive. When an item is returned simply because of a preference change, we must deduct a percentage to recover the initial shipping costs (10%) and the labor costs associated with inspecting and repackaging the artwork (15%). This allows us to keep our upfront prices low for everyone.

What if I threw away the box?

To be eligible for a change-of-mind return, the item must be in its original packaging to ensure it arrives back to us safely. If you do not have the original packaging, we may not be able to accept the return, or a higher restocking fee may apply if the item arrives damaged.

How long does the refund take?

Once we receive your return and inspect it, we will process your refund within 3-5 business days. The funds will be returned to your original payment method.