Returns and Refund Policy

Our Returns and Refunds Policy is part of, and should be read alongside, our Website Terms of Service. Please review your order and items carefully upon receipt and before use. If any issues arise, please report them to us immediately so we can assist you. This policy does not affect your statutory rights.

Returns Will Be Accepted for the Following Reasons

  • Damaged or Faulty Products: We take great care to package your products securely. However, if an item arrives damaged, please contact us right away for assistance.

  • Incorrect Orders or Items Received: If we mistakenly send you the wrong product, we will gladly arrange for a return and replacement.

Exclusions and non-returnable items

We do not accept returns unless the items are damaged or incorrect, as specified above. This includes prints, original artwork or commission pieces, which are non-returnable unless they arrive damaged or incorrect.

Timeframes for Initiating a Return

To ensure prompt processing, please notify us within 14 days of receiving the product if there are any issues with your order.

Once you’ve contacted us, we will arrange for the return of the faulty or incorrect item and you can choose between:

  • A replacement of the same item, or

  • A refund for the product.

How to Return Products

To return an item, please follow these steps:

  1. Contact Us: Email us at hello@illustratedeats.com.au or through our contact page to inform us of the issue with your product and request a return. We will provide you with the return address.

  2. Package the Item: Carefully pack the item(s) in their original shipping packaging to prevent further damage.

  3. Return Shipping: We will cover the return shipping costs if the item is faulty or we sent you the wrong product. We recommend using Registered Post for safe return shipping, as we are not responsible for items lost or damaged in transit if you choose not to use this service.

  4. Processing Refunds or Replacements: Please allow up to 14 business days for us to process a refund. If you have selected a replacement, delivery timeframes will depend on stock availability.

Postage Costs for Returns

If the return is due to our error (e.g., damaged or incorrect items), we will cover the return postage costs. Please retain your receipt for return postage, and we will reimburse you for those costs.

Dispute Resolution

In case of any disputes regarding returns or refunds, we will attempt to resolve the matter through negotiation or mediation in accordance with our website Terms of Service. If a resolution cannot be reached, you may seek further resolution through arbitration or small claims court, as applicable.

Policy Updates

This Returns and Refunds policy may change from time to time. We recommend reviewing the policy periodically to stay informed of any changes.