Refund policy

At Jess Creative Studio, we want you to love your unique items and artwork. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. Returns for Change of Mind

If you change your mind about a purchase (applicable to mugs, totes, and pouches), we accept returns under the following conditions:

  • Condition: The item must be in the exact same condition that you received it—unworn, unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.

  • Return Shipping Costs: The customer is responsible for the full cost of return shipping. Items must be securely sent to our studio address: 3/19 Lewis Road, Payneham SA 5070, Australia.

  • How to Start: You must contact us first at jesscreativestudioau@gmail.com. Items sent back to us without prior authorization will not be accepted.

2. Special Conditions for Original Artwork (Paintings & Canvases)

Due to the high value and delicate nature of original art, returns for interstate purchases are handled under strict financial conditions:

  • Non-Refundable Courier Fees: If an artwork return is approved for change of mind, any separate shipping and transit insurance fees paid by the customer to source the courier are strictly non-refundable. These fees go directly to the transport provider and cannot be recovered.

  • Return Shipping & Insurance: The customer is fully responsible for covering the costs of return transit to our Payneham studio. The return shipment must include Full Extra Cover (insurance) for the total retail value of the artwork and a signature on delivery requirement.

  • Assistance with Returns: To protect the artwork, we can help you calculate and book the return courier service using professional art-safe transport networks, but the full cost of this return shipping label will be deducted from your final refund amount.

  • Inspection & Denial: The artwork must arrive at our studio in pristine, original condition. If the painting is damaged during its return journey due to improper courier handling or poor packaging by the customer, the refund will be denied, and the customer must file a claim directly with the courier's insurance provider.

3. Non-Returnable & Final Sale Items

We cannot accept returns or offer refunds for:

  • Custom or Personalized Orders: Any items featuring custom names, specific dates, or custom illustrations made specifically for you.

  • Sale Items & Gift Cards: All purchases of discounted items or digital gift cards are final sale.

4. Damages, Faulty Items & Issues (Australian Consumer Law)

Please inspect your order immediately upon arrival. Under the Australian Consumer Law, if an item is defective, damaged, or if you receive the wrong product, Jess Creative Studio will fully take care of it.

  • What to do: Email us at jesscreativestudioau@gmail.com within 48 hours of delivery.

  • What to include: Please provide your order number and clear photos of both the damaged product and the exterior packaging.

  • Resolution: If the fault or damage is verified, we will cover all costs to send a replacement or provide a 100% full refund (including all shipping costs).

5. Refunds Process

Once we receive and inspect your returned item, we will send you an email to notify you of the approval or rejection of your refund.

If approved, your refund will be processed automatically back to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund as well.