Returns, Refunds & Order Issues Policy

This Returns, Refunds & Order Issues Policy applies to purchases made through the Enigmatic Drawings website, including Premium Prints, Fine Art Limited Editions, and other artwork-related products.

Enigmatic Drawings is operated by George Allan. For refund, replacement, damage, delivery, production, or order issue enquiries, contact info@enigmaticdrawings.com.

1. Made-to-order products

Many Enigmatic Drawings products are made to order.

Premium Prints may be produced through external print-on-demand, printing, production, fulfilment, or shipping partners. Depending on the product and destination, production may begin shortly after an order is placed.

Fine Art Limited Editions may involve specialist production, edition allocation, signing, numbering, certificate preparation, protective packaging, insurance, handling, freight coordination, or other fulfilment steps.

Because these products are produced, prepared, allocated, or fulfilled specifically for an individual order, they are not treated as ordinary off-the-shelf stock that can easily be returned, exchanged, or resold.

2. No change-of-mind returns, refunds, or exchanges

We do not offer returns, refunds, cancellations, or exchanges for change of mind.

This includes, but is not limited to, situations where a customer:

• changes their mind after placing an order;
• orders the wrong artwork;
• orders the wrong size;
• orders the wrong material, finish, format, variant, or colour version;
• provides an incorrect or incomplete shipping address;
• decides the artwork does not suit their space;
• decides the artwork does not suit their décor, lighting, room, frame, wall, furnishings, or intended location;
• finds another item they prefer;
• finds a cheaper option elsewhere;
• no longer wants the item after production, preparation, or fulfilment has begun;
• fails to read the product description, size information, material information, edition details, shipping information, or policy pages before ordering;
• expected a different appearance because of screen settings, lighting, monitor differences, browser display, scale, material, surface, print process, finish, framing, acrylic, aluminium, canvas, or other presentation factors;
• experiences buyer’s remorse;
• changes their circumstances after ordering.

This does not affect any rights a customer may have under Australian Consumer Law.

3. Order changes and cancellation requests

A request made within 24 hours does not guarantee that the order can be changed or cancelled. Some orders may enter production, printing, packing, fulfilment, preparation, certificate creation, courier booking, or other non-reversible stages very quickly.

If an order has already entered production, printing, packing, fulfilment, shipping, specialist preparation, edition allocation, signing, numbering, certificate preparation, courier booking, or any other non-reversible stage, the order may proceed as originally placed.

If a change is requested after production or fulfilment has started, any additional costs may be the responsibility of the customer. This may include duplicate production, replacement production, additional shipping, returned freight, redirection charges, administrative charges, courier charges, payment processing charges, or other non-recoverable costs already incurred.

If an order can be cancelled before production or preparation has begun, a refund may be issued at the discretion of Enigmatic Drawings, less any non-recoverable fees, charges, production costs, transaction costs, platform fees, currency conversion costs, payment processing fees, or other costs already incurred.

4. Premium Prints

Premium Prints are generally made to order.

They may be produced, packed, and shipped by external print-on-demand, printing, fulfilment, or logistics partners. Enigmatic Drawings may not physically handle the product before it is shipped to the customer.

Once production begins, we may be unable to stop, alter, redirect, cancel, or recover the order.

Refunds, returns, cancellations, and exchanges are not available for Premium Prints simply because the customer selected the wrong artwork, wrong size, wrong material, wrong format, wrong variant, wrong colour version, wrong shipping address, or changed their mind after placing the order.

If a Premium Print arrives damaged, defective, incorrect, or materially different from its description, the issue must be reported as soon as possible and will be assessed in accordance with this policy.

Where relevant, Enigmatic Drawings may need to liaise with the print provider, production partner, fulfilment partner, courier, insurer, payment provider, or website platform before determining the appropriate remedy.

5. Fine Art Limited Editions

Fine Art Limited Editions may involve specialist handling, edition allocation, signing, numbering, certificates of authenticity, protective packaging, freight coordination, insurance, or other preparation steps.

Once a Fine Art Limited Edition order has been accepted and preparation has begun, cancellation may not be available.

Refunds, returns, cancellations, and exchanges are not available for Fine Art Limited Editions due to change of mind, incorrect selection, buyer’s remorse, or later preference for another artwork, size, edition, material, format, or product type.

If a Fine Art Limited Edition arrives damaged, defective, incorrect, or materially different from its description, the issue must be reported as soon as possible and will be assessed in accordance with this policy.

Where relevant, Enigmatic Drawings may need to liaise with the printer, framer, certificate preparer, packaging provider, courier, freight provider, insurer, or other external party before determining the appropriate remedy.

6. Third-party production, fulfilment, and shipping partners

Some Enigmatic Drawings products may be produced, packed, fulfilled, shipped, insured, or delivered by third-party providers.

These may include print-on-demand companies, specialist printers, professional imaging providers, certificate providers, framers, packaging providers, couriers, postal services, freight companies, insurers, payment processors, or website platforms.

Enigmatic Drawings is not physically in control of every stage of production, packing, handling, shipping, courier transport, customs processing, or delivery.

Where a reported issue appears to involve production, packing, courier handling, freight damage, delivery damage, misdelivery, loss, external fulfilment, or third-party processing, Enigmatic Drawings may need to assess the issue with the relevant third-party provider before determining the appropriate remedy.

Customers must retain the product, packaging, labels, tracking details, and evidence until the assessment is complete.

Nothing in this section limits any non-excludable rights a customer may have under Australian Consumer Law.

7. Screen colour, scale, and appearance

We aim to present artwork images and product information as accurately as reasonably possible.

However, colours, contrast, brightness, saturation, scale, texture, surface appearance, material appearance, and fine detail may vary depending on:

• device screen;
• monitor calibration;
• browser;
• lighting;
• print material;
• production method;
• canvas, paper, aluminium, acrylic, or other substrate;
• finish;
• framing;
• acrylic face-mounting;
• room lighting;
• image compression;
• photography;
• mockups;
• display context;
• size selected.

Minor differences between screen previews and physical products are not considered faults unless the item is materially different from its description or otherwise fails to meet applicable consumer guarantees.

Customers are responsible for checking product details, dimensions, materials, finishes, variants, descriptions, and suitability before ordering.

8. Damaged, defective, incorrect, or materially different orders

If your order arrives damaged, defective, incorrect, or materially different from its description, contact us as soon as possible at info@enigmaticdrawings.com.

Please include:

• your full name;
• order number;
• delivery address;
• contact details;
• a clear description of the issue;
• photographs of the item;
• close-up photographs of the damage, defect, or incorrect item;
• photographs of the packaging;
• photographs of any visible packaging damage;
• photographs of the shipping label;
• photographs of the outer carton, tube, crate, sleeve, or protective packaging;
• delivery or tracking information;
• any courier notes, delivery confirmation, or delivery issue information;
• any other relevant information that may assist assessment.

Please retain the item and all packaging until the issue has been assessed.

Do not dispose of the item, packaging, labels, protective materials, tubes, cartons, crates, sleeves, or shipping documents before contacting us, as they may be required for production, courier, insurance, fulfilment, or supplier review.

9. Timeframe for reporting damage or delivery issues

To help us assess damage, production faults, incorrect items, or delivery issues, please contact us as soon as possible after receiving your order, preferably within 7 days of delivery.

This timeframe assists with courier, fulfilment, insurance, supplier, and production investigations.

Failure to report an issue promptly may make it harder or impossible to verify the condition of the item on arrival, determine where damage occurred, or pursue a claim with a printer, supplier, courier, insurer, or fulfilment partner.

This reporting timeframe does not limit any rights a customer may have under Australian Consumer Law.

10. Assessment process

Once you contact us about a damaged, defective, incorrect, or materially different item, we may review the information provided and may need to contact one or more third parties.

These may include:

• print provider;
• production partner;
• fulfilment partner;
• packaging provider;
• specialist printer;
• framer;
• certificate provider;
• courier;
• postal service;
• freight provider;
• insurer;
• payment processor;
• website platform;
• product supplier;
• other relevant service provider.

We may request further information, photographs, inspection, packaging evidence, or written details before determining the appropriate remedy.

Do not return any item unless and until return arrangements have been approved in writing.

11. Remedies

If a product is confirmed to be damaged, defective, incorrect, materially different from its description, or otherwise covered by applicable consumer guarantees, Enigmatic Drawings will determine the appropriate remedy in accordance with this policy and applicable law.

Depending on the circumstances, the remedy may include:

• replacement;
• repair;
• reprint;
• refund;
• partial refund;
• store credit;
• cancellation;
• return arrangements;
• claim with a courier, insurer, supplier, or fulfilment partner;
• another remedy required under Australian Consumer Law.

For made-to-order products, replacement, repair, or reprint may be the most practical remedy where appropriate.

A refund will not automatically be issued simply because a customer requests one. The appropriate remedy will depend on the nature of the issue, the evidence available, the product type, the stage of production or fulfilment, the requirements of Australian Consumer Law, and any applicable supplier, courier, or insurance assessment.

12. Returns

Returns are accepted for defective products only, including items that are confirmed to be damaged, defective, incorrect, materially different from their description, or otherwise subject to a remedy under Australian Consumer Law.

Returns are not accepted for change of mind, incorrect selection, buyer’s remorse, wrong size choice, wrong material choice, wrong variant choice, wrong colour choice, incorrect shipping information supplied by the customer, or preference-based reasons.

Do not return any item without contacting Enigmatic Drawings first.

Unauthorised returns may not be accepted.

If a return is required because of a confirmed fault, damage, incorrect item, material difference, or Australian Consumer Law issue, return arrangements will be assessed as part of the remedy process.

If a return is approved for another reason at the discretion of Enigmatic Drawings, the customer may be responsible for return shipping, packaging, insurance, tracking, handling, customs charges, duties, taxes, payment fees, and any non-recoverable costs unless otherwise agreed in writing.

13. Exchanges

We do not accept exchanges for change of mind, incorrect product selection, preference changes, incorrect sizing choices, incorrect material choices, incorrect colour choices, or buyer’s remorse.

If a product is confirmed to be damaged, defective, incorrect, materially different from its description, or otherwise subject to a remedy under Australian Consumer Law, a replacement, repair, reprint, refund, partial refund, store credit, or other remedy may be considered.

A replacement or reprint provided as a remedy is not treated as a general exchange.

14. Refund method

If a refund is approved, it will usually be processed to the original payment method where possible.

Processing times may depend on the payment provider, card issuer, bank, website platform, payment processor, currency conversion provider, or other third-party systems.

Shipping costs, production costs, transaction fees, payment processing fees, platform fees, currency conversion costs, customs charges, duties, taxes, insurance costs, packaging costs, or other non-recoverable costs may not be refundable unless required by Australian Consumer Law or otherwise agreed in writing.

15. Shipping, delivery, customs, and delays

Shipping and delivery times are estimates only unless expressly stated otherwise.

Enigmatic Drawings is not responsible for delays caused by couriers, postal services, freight providers, customs, border authorities, weather, public holidays, incorrect delivery information supplied by the customer, missed delivery attempts, force majeure events, strikes, transport disruptions, customs inspections, or external events outside our control.

Delivery delays do not automatically create a right to refund, cancellation, return, or exchange unless required by Australian Consumer Law.

Customers are responsible for providing accurate shipping information at the time of order.

If an order is delayed, lost, returned to sender, misdelivered, or otherwise affected by courier, postal, customs, or freight issues, Enigmatic Drawings may need to assess the matter with the relevant third-party provider before determining any available remedy.

16. Customer responsibilities

Customers are responsible for:

• reading the product description before ordering;
• checking artwork title, size, material, finish, format, colour version, edition type, and product details before ordering;
• checking the order confirmation promptly;
• providing accurate name, email, phone, delivery address, postcode, country, and contact information;
• ensuring someone can receive the delivery where required;
• checking the item promptly after delivery;
• retaining packaging if there is any issue;
• contacting Enigmatic Drawings promptly with clear evidence of any damage, defect, incorrect item, or delivery issue;
• not returning any item without written approval.

Failure to follow these steps may delay or limit the assessment of any issue.

17. What is not covered

Unless required by Australian Consumer Law, refunds, replacements, returns, cancellations, or exchanges are not available for:

• change of mind;
• buyer’s remorse;
• incorrect product selection by the customer;
• incorrect artwork selected by the customer;
• incorrect size selected by the customer;
• incorrect material, finish, colour version, format, or variant selected by the customer;
• incorrect or incomplete shipping address supplied by the customer;
• customer failure to read product descriptions, dimensions, materials, finishes, variants, edition details, shipping details, or policy information;
• minor colour, contrast, brightness, scale, texture, or display differences between screen previews and physical products;
• variations caused by monitor, device, browser, lighting, production method, material, substrate, finish, framing, acrylic, aluminium, canvas, paper, or display conditions;
• delays caused by couriers, customs, postal services, freight providers, weather, public holidays, peak periods, customs inspections, border delays, missed deliveries, or external events outside our control;
• damage caused after delivery by customer handling, storage, framing, mounting, hanging, cleaning, transport, removal, misuse, humidity, heat, sunlight, moisture, accidents, pets, children, tradespeople, third-party framers, installers, or other external factors;
• items altered, framed, mounted, damaged, discarded, cleaned, modified, installed, or disposed of after delivery without prior assessment;
• damage caused by failure to retain packaging for assessment;
• customer refusal or failure to provide evidence reasonably required for assessment;
• dissatisfaction based on subjective preference, room suitability, décor, lighting, scale, or later changes in circumstances.

18. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer rights, guarantees, remedies, or protections that cannot be excluded under Australian Consumer Law.

If a product has a major problem, is unsafe, is significantly different from its description, is not of acceptable quality, or otherwise fails to meet a consumer guarantee, a customer may be entitled to a remedy under Australian Consumer Law.

Depending on the nature of the issue, this may include repair, replacement, refund, cancellation, compensation, or another appropriate remedy required by law.

This policy should be read subject to any rights that cannot lawfully be excluded.

19. Fraud, abuse, or misuse

We reserve the right to refuse, investigate, delay, or decline refund, replacement, cancellation, return, or exchange requests that appear fraudulent, abusive, misleading, excessive, inconsistent with the evidence, inconsistent with delivery records, inconsistent with production records, inconsistent with courier records, inconsistent with this policy, or otherwise improper, subject to applicable law.

We may also decline requests where the customer has failed to provide requested evidence, disposed of required packaging, altered the item, returned an item without approval, or failed to cooperate with reasonable assessment steps.

20. Contact

For refund requests, damaged order reports, cancellation requests, incorrect order issues, delivery concerns, or product concerns, contact:

Enigmatic Drawings / George Allan
Email: info@enigmaticdrawings.com

Please include your order number, full name, contact details, delivery address, photographs, and a clear description of the issue.