Refund policy
We want you to feel confident when purchasing from The Space Cowboy Gallery. This policy applies alongside your rights under the Australian Consumer Law and any other consumer laws that apply to your purchase.
PRINTS PRODUCED TO ORDER
Our limited-edition paper prints and framed canvas prints are produced specifically after an order is placed.
Except where applicable consumer law requires otherwise, we do not accept returns, refunds or exchanges because a customer changes their mind, decides they do not like the artwork, or selects the wrong size. Please check the artwork, format and measurements carefully before ordering.
This does not affect your rights if a print is faulty, damaged, incorrect or materially different from its description.
ORDER CANCELLATIONS
Please contact supernaturalfeats@gmail.com immediately if you need to cancel an order.
If production has not begun, we may be able to approve the cancellation. Once production has started, print-to-order purchases cannot be cancelled for change-of-mind reasons, except where applicable law requires otherwise.
ORIGINAL ARTWORKS, COMMISSIONS AND CUSTOM PIECES
Except where applicable consumer law requires otherwise, we do not accept change-of-mind returns or cancellations for one-of-one original artworks, commissioned artworks, personalised or customised pieces, or works created to a customer’s specifications.
LARGE CANVASES
For the larger canvases, safe transport requires the canvas to be removed from its stretcher frame, the frame to be disassembled, and the artwork to be shipped rolled. If the disassembled frame will not be included, this will be clearly advised before purchase. When the frame is included, a local framer can reassemble it and re-stretch the canvas, or I can provide a video guide if you would prefer to do it yourself. Once this preparation has begun, the artwork cannot be returned for change of mind. This does not affect your rights if the artwork is faulty, damaged, incorrect or materially different from its description.
DAMAGED, FAULTY OR INCORRECT ORDERS
Please inspect your order when it arrives. If it is damaged, faulty or incorrect, contact us as soon as reasonably possible at supernaturalfeats@gmail.com.
Please include your order number, a description of the issue and, where possible, photographs of the artwork and packaging. Please keep the packaging while the issue is being assessed.
We will assess the situation and provide the appropriate repair, replacement, refund or other remedy. If an item needs to be returned because it is faulty, damaged in transit or incorrect, we will cover reasonable return-shipping costs.
AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy limits your right to a remedy for an item that is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.
Consumer-guarantee claims are not restricted by a particular return period or by an original-packaging requirement.
EUROPEAN UNION AND UNITED KINGDOM CUSTOMERS
Where applicable EU or UK consumer law provides a mandatory cooling-off right for a standard, non-personalised order, that right will be honoured.
Please contact supernaturalfeats@gmail.com within the applicable cancellation period before returning anything. Commissioned, personalised or genuinely custom-made pieces may be excluded from cooling-off rights.
For an eligible change-of-mind return under EU or UK law, the customer is responsible for safe return packaging and return postage unless applicable law requires otherwise. Required standard delivery charges will be refunded in accordance with applicable law.
SALE ITEMS AND GIFT CARDS
We do not accept change-of-mind returns for sale items or gift cards, except where applicable law requires otherwise. This does not affect rights relating to faulty, damaged or incorrectly supplied goods.
REFUNDS
We will notify you after receiving and assessing an approved return.
If a refund is approved, it will be issued to the original payment method, normally within 10 business days. Any mandatory overseas refund timeframe will be followed where it applies.
Your bank or card provider may require additional processing time. If more than 15 business days have passed since we confirmed your refund, please contact supernaturalfeats@gmail.com.