Refund policy

Returns & Refund Policy

Because each portrait we create is individually hand-painted and made-to-order, we do not accept returns or offer refunds for change of mind. This includes all custom artworks, whether framed, unframed, or digital.

We take great pride in the quality of our work, and every order goes through a thorough proofing and approval process to ensure your complete satisfaction before final delivery.

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Damages and Issues

We carefully package all orders, but if your item arrives damaged or if you receive the wrong product, please contact us within 7 days of delivery at info@thewatercolourstudio.com.au. Be sure to include photos of the damage and your order number so we can resolve the issue quickly.

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Exceptions / Non-Returnable Items

Due to the personalised and artistic nature of our products, all sales are final. We cannot accept returns or exchanges for any custom-made or personalised artwork.

Additionally, we do not accept returns on gift cards, sale items, or digital files once they’ve been delivered.

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European Union 14-Day Cooling-Off Period

Please note: The EU 14-day cooling-off period does not apply to custom or made-to-order items. As our products are created uniquely for each customer, this exemption is in line with EU consumer law.