This Returns Policy applies to purchases made from vanvakarnee.com.
Van Vakarnee sells wall art prints, canvas products, and other products from time to time. Many of our wall art prints and canvas products are made to order, which means they are produced to the size, format, and finish you select at checkout.
Because made-to-order items are produced specifically for your order, we do not accept returns, exchanges, or refunds for change of mind unless we choose to offer one at our discretion.
Nothing in this Returns Policy excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law.
We do not offer refunds, returns, or exchanges for change of mind purchases.
Change of mind includes situations where:
However you are still entitled to a remedy under Australian Consumer Law if a product has a problem.
Please contact us if your order:
If the product fails to meet a consumer guarantee under Australian Consumer Law, you may be entitled to a remedy. Depending on the issue, this may include a repair, replacement, refund, or another remedy required by law.
For a major failure, you may be entitled to choose a refund or replacement. For a minor failure, we may be entitled to provide a repair or replacement within a reasonable time.
To request a remedy for a faulty, damaged, or incorrect item, please contact us through the Contact Us form on our website.
Please include:
We may ask for additional photos, video, or information where reasonably needed to assess the issue.
To help us assess claims fairly and prevent misuse of this policy, we may review submitted photos or videos for authenticity. If the evidence is unclear, incomplete, inconsistent, or appears to have been altered, we may ask for further evidence or request that the item be returned for inspection.
Please contact us as soon as you notice a problem.
If your item arrives damaged, we ask that you contact us within 7 days of delivery where possible, so we can assess the issue while the packaging and carrier information are still available.
This 7-day request does not limit your rights under Australian Consumer Law.
To help us assess a damaged, faulty, or incorrect item, we may ask you to provide clear photos or video showing the issue, the full item, the packaging, and the shipping label where relevant.
We may also request additional photos, video, or other information where reasonably necessary to assess the claim, confirm the condition of the item, or determine whether the item needs to be returned for inspection.
To protect genuine customers and prevent misuse of this policy, submitted photos or videos may be reviewed for authenticity. If the evidence is unclear, incomplete, inconsistent, or appears to have been altered or artificially generated, we may request further evidence or require the item to be returned for inspection before approving a remedy.
After you submit your request:
Depending on the circumstances, the next step may include:
Please do not send anything back until we have provided return instructions.
If we ask you to return an item, we will provide return instructions.
The item must be packaged securely to reduce the risk of damage in transit. Where possible, please use the original packaging.
For items that can be posted or easily returned, you may be asked to pay the return shipping cost initially. If we confirm that the item has a problem that entitles you to a remedy under Australian Consumer Law, we will reimburse your reasonable return shipping costs.
Please keep your postage receipt so we can reimburse approved return shipping costs.
If we arrange collection or return shipping, you must make the item reasonably available for collection or return.
For any return accepted by us as a goodwill gesture and not required under Australian Consumer Law, we may choose whether to reimburse return shipping. If we agree to reimburse return shipping for a goodwill return, reimbursement will be capped at $50 unless we agree otherwise in writing.
If we inspect the item and determine that it does not have a problem covered by Australian Consumer Law, we may decline the remedy request. Where the law allows, we may also ask you to pay reasonable inspection, collection, or return costs, but we will tell you about any likely costs before they are incurred.
If a refund is approved:
We do not issue refunds as store credit unless you agree to that option or the law allows it.
If a replacement is approved:
Product images are shown as accurately as possible, but colours and brightness can appear differently depending on your screen, display settings, browser, and lighting.
Slight colour differences between what you see online and the printed product are normal and are not usually considered a defect.
For canvas products, minor variations may also occur during printing, stretching, or finishing. These minor variations are not usually considered defects if they do not affect the intended appearance or use of the product.
This does not limit your rights if the item is materially different from the product description or otherwise fails to meet a consumer guarantee.
A return, refund, replacement, or repair may be declined where the issue was caused by:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
To request help with a faulty, damaged, or incorrect item, please contact us through the Contact Us form on our website and include the details listed in this policy.
