Refund & Returns Policy

Last updated 29 May 2026

At Colton Creative, we take great care in preparing and packing every order. Please read this policy carefully before making a purchase.

1. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), you are entitled to a remedy if a product:

  • Is faulty or defective.

  • Is not of acceptable quality.

  • Does not match its description or the sample shown.

  • Is unfit for a disclosed purpose.

These rights cannot be excluded. Nothing in this policy limits or overrides your statutory rights under the ACL.

2. Original Artworks

All original artworks are one-of-a-kind pieces. We do not offer refunds or exchanges for change of mind on original artworks.

If your original artwork arrives damaged, please contact us within 7 days of delivery with:

  • Your order number.

  • Clear photographs of the damage and the packaging.

We will assess the damage and, at our discretion, offer a repair, replacement (where possible), or refund.

3. Prints

3.1 Change of Mind: We do not offer returns or refunds for change of mind on print purchases. Please review the product description, dimensions, and any previews carefully before ordering.

3.2 Damaged or Incorrect Items: If you receive a print that is damaged, defective, or different from what you ordered, contact us within 7 days of delivery with your order details and photos. We will arrange a replacement or refund at no cost to you.

4. Commissioned Work

4.1 Deposits paid for commissioned work are non-refundable once work has commenced.

4.2 If we are unable to complete a commission, we will provide a full refund of any amounts paid.

4.3 Once a commission is approved and delivered, refunds are not available unless the work is materially different from the agreed brief.

5. How to Request a Return or Refund

To request a return or refund, please contact us via the contact form on our website within 7 days of receiving your order. Please include:

  • Your full name and order number.

  • A description of the issue.

  • Photographs of the item and packaging (where relevant).

We will respond within 5 business days with instructions. Do not return items without first contacting us.

6. Return Shipping

6.1 If a return is required due to our error (wrong item, faulty product), we will cover return shipping costs.

6.2 In all other cases, return shipping costs are the responsibility of the buyer.

6.3 We recommend using a trackable shipping method for returns. We are not responsible for items lost in return transit.

7. Refund Processing

Approved refunds will be processed to your original payment method within 10 business days of us receiving and inspecting the returned item (where applicable).

8. Enquire to Purchase Artworks

Some original artworks are listed as 'Enquire to Purchase'. For these works, no payment is taken at the time of enquiry. We will respond with a full quote including the artwork price and shipping cost. You are free to proceed or decline — there is no obligation to purchase until you have confirmed your order in writing and payment has been made.

9. International Orders

For international orders, all of the above applies. Please be aware that return shipping costs and any customs/import fees for returned items are the buyer's responsibility.

10. Contact

For any questions about this policy, please contact us via the contact form on our website.