Dans Custom Portraits | Refund Policy

Refund Policy

Refund Policy

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.


Change of Mind

If for some reason you are unable to progress you must notify us within 24 hours of paying to receive a full refund. Please note that purchases are final and we do not offer complete refunds on Custom Artwork once drawing process has started.

Please remember we want you to be 100% satisfied with your purchase so we offer 2 stage proofing with our detailed portrait drawings, first is a digital mock-up of the brief to approve placement and overall design. Second is of the completed handmade artwork prior to shipping. We will work together for however long it takes to ensure the customer is satisfied.

Change of mind orders may be subject to a small transaction fee depending on the payment provider used.

Existing account balances cannot be redeemed for a cash or credit refund.

Additional non-returnable items:
Gift cards
Downloadable products

To complete your return, we may require a receipt or proof of purchase.

Refunds on shipping damaged products (if applicable)

If you paid the extra cover for shipping your portraits we will require a photo of both packaging & damaged product, this will be used to claim insurance with the shipping agency. We will send you an email to notify you that we have received photos of a damaged package & product. You will be given an option for a refund or product redone and shipped.

If you are approved for a refund, then your refund less any transaction fees (varies depending on payment method) will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.

The additional cover also applies for lost items during the shipping process.

All requests for compensation and Extra Cover claims must be lodged within:

  • 6 months of the item being posted, or 
  • 30 days of delivery, or the intended date of delivery, for International Courier or International Express items.

For more information regarding extra cover please visit Auspost

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company's turnaround for refunds, it may take some time before your refund is officially posted.

There is often some processing time before a refund is posted. If no refund has been processed after 5 business days please contact your bank. 

If you’ve done all of this and you still have not received your refund yet, please contact us

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, contact us.