Refund Policy

This Refund 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, or order issue enquiries, contact info@enigmaticdrawings.com.

1. Made-to-order products

Many Premium Prints are produced through external print-on-demand or fulfilment partners, including Gelato or similar production services. These products may be printed, packed, and submitted for shipping shortly after an order is placed.

Fine Art Limited Editions may also involve specialist production, handling, signing, numbering, certificate preparation, packaging, or fulfilment steps. These processes may begin soon after an order is placed.

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

2. No general change-of-mind refunds

We do not offer refunds, returns, or exchanges for change of mind. This includes situations where a customer:

• changes their mind after placing an order;
• orders the wrong artwork;
• orders the wrong size, material, finish, variant, or colour version;
• provides an incorrect shipping address;
• decides the artwork does not suit their space;
• finds another item they prefer;
• finds a cheaper option elsewhere;
• no longer wants the item after production has started;
• does not read the product description before ordering; or
• expected a different appearance due to screen, lighting, monitor, or display differences.

This does not affect any rights you 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. If the order has already entered production, printing, packing, fulfilment, shipping, or any non-reversible stage, the order may proceed as originally placed.

If a change is requested after production has started, any additional costs may be the responsibility of the customer. This may include the cost of duplicate production, replacement production, additional shipping, or other non-recoverable costs already incurred.

If an order can be cancelled before production has begun, a refund may be issued at our discretion, less any non-recoverable costs, fees, or charges already incurred. If an external fulfilment provider has already accepted or processed the order, cancellation may no longer be possible.

4. Premium Prints

Premium Prints are generally made to order. Production may begin quickly after checkout. Once production begins, we may be unable to stop, alter, redirect, or cancel the order.

Refunds or 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, or changed their mind after placing the order.

5. Fine Art Limited Editions

Fine Art Limited Editions may involve specialist handling, edition allocation, signing, numbering, certificates, packaging, or other preparation steps. Once a limited edition order has been accepted and preparation has begun, cancellation may not be available.

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

6. Screen colour, scale, and appearance

We aim to present artwork images and product information accurately. However, colours, contrast, brightness, scale, texture, and detail may appear differently depending on your device, screen settings, browser, lighting, print material, production method, framing, acrylic, aluminium, canvas, or other finish.

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.

7. Damaged, defective, or incorrect 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;
• a clear description of the problem;
• photographs of the item;
• photographs of the packaging, including any visible damage;
• photographs of the shipping label if relevant; and
• any other relevant delivery or tracking information.

Please retain the item and all packaging until the issue has been assessed. Do not dispose of damaged packaging before contacting us, as it may be required for production, courier, insurance, or fulfilment review.

8. Timeframe for reporting damage

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

This reporting timeframe helps with courier, fulfilment, and production investigations. It does not limit any rights you may have under Australian Consumer Law.

9. 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 the print provider, production partner, courier, payment processor, or website platform.

We may request further information, photographs, or evidence before determining the appropriate remedy.

Depending on the circumstances, the outcome may include a replacement, repair, refund, reprint, store credit, partial refund, or another remedy required by Australian Consumer Law.

10. Australian Consumer Law

Nothing in this Refund 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, you 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.

11. What is not covered

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

• change of mind;
• incorrect product selection by the customer;
• incorrect size, material, finish, or variant selected by the customer;
• incorrect shipping address supplied by the customer;
• minor colour or display differences between screen and physical product;
• delays caused by couriers, customs, weather, public holidays, or external events outside our control;
• damage caused by customer handling, framing, storage, hanging, cleaning, or misuse;
• items altered, framed, mounted, damaged, or disposed of after delivery without prior assessment;
• failure to read the product description before ordering; or
• buyer’s remorse after production has started.

12. Return shipping

Do not return any item without contacting us first. Unauthorised returns may not be accepted.

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

If a return is approved for another reason at our discretion, the customer may be responsible for return shipping, packaging, insurance, and any non-recoverable costs unless otherwise agreed in writing.

13. 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, or other third-party systems.

Shipping costs, production costs, transaction fees, or other non-recoverable costs may not be refundable unless required by Australian Consumer Law or otherwise agreed in writing.

14. Fraud, abuse, or misuse

We reserve the right to refuse, investigate, or decline refund, replacement, or cancellation requests that appear fraudulent, abusive, misleading, excessive, inconsistent with the evidence, or inconsistent with this policy, subject to applicable law.

15. Contact

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

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

This Refund Policy is intended as a practical website policy template for Enigmatic Drawings and should be reviewed by a qualified Australian legal professional if formal legal advice is required.