Refund policy

Last updated: August 2026

Each Artexture Studio portrait is individually created from photographs supplied by the customer. Because the Artwork Reference and finished charcoal portrait are personalised for a particular customer, different cancellation and return conditions apply once personalised work has begun.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

CANCELLATIONS BEFORE PERSONALISED WORK BEGINS

You may cancel your order for a full refund at any time before Artexture Studio begins preparing your personalised Artwork Reference.

To request a cancellation, please contact Artexture Studio as soon as possible and include your name and order number.

A preliminary review of your submitted photographs to determine whether they are suitable does not, by itself, mean that personalised work has begun.

CANCELLATIONS AFTER PERSONALISED WORK BEGINS

Personalised work begins when Artexture Studio starts selecting, combining, editing, composing or otherwise developing your photographs into your individual Artwork Reference.

Because this work is created specifically for you, cancellations and refunds for change of mind are not available after personalised work has begun.

This includes circumstances where you:

• Change your mind about proceeding
• No longer require the portrait
• Choose a different photograph, subject, size or composition after work has begun
• Do not respond to requests for approval or further information

Artexture Studio may consider exceptional circumstances at its discretion. This does not affect any rights you may have under the Australian Consumer Law.

PHOTOGRAPH SUITABILITY

You do not need one perfect photograph. Several natural phone photographs can often be combined to show the subject’s face, expression, markings, coat texture, body shape or other important details.

Artexture Studio will review the photographs supplied and advise you if alternative images or additional details are required.

If the submitted photographs are unsuitable and you cannot provide usable alternatives, your order may be cancelled for a full refund, provided preparation of the personalised Artwork Reference has not begun.

If significant limitations in the photographs are identified but you choose to proceed after those limitations have been explained, those known limitations will not by themselves entitle you to a refund.

ARTWORK REFERENCE AND CUSTOMER APPROVAL

Before the physical charcoal portrait begins, your photographs will be developed into a personalised digital Artwork Reference showing the proposed composition and artistic direction.

One complimentary revision to the Artwork Reference is included with each portrait.

The complimentary revision may include reasonable adjustments to details such as composition, scale, tonal balance or the selection of photographic elements. It does not include a completely new concept, a change of subject or an extensive redesign outside the original order.

Additional revisions or substantial changes may require a separate quotation and payment before further work proceeds.

You are responsible for carefully reviewing the Artwork Reference before approving it. Your approval confirms that you accept the proposed:

• Subject or subjects
• Composition and positioning
• Expression and selected photographic details
• General tonal treatment and artistic direction

Once the Artwork Reference is approved, the physical charcoal portrait will begin. Changes to the approved composition are not included and may not be possible. If a change can be accommodated, additional charges and a revised completion timeframe may apply.

HAND-DRAWN ARTISTIC VARIATION

Each portrait is an original hand-drawn charcoal artwork. Natural variations in charcoal texture, tonal transitions, line, blending and expressive detail are part of the character of an original artwork.

The Artwork Reference communicates the approved composition and artistic direction but is not an exact photographic reproduction of the finished hand-drawn portrait.

A natural artistic variation is not, by itself, considered a fault where the finished portrait is consistent with the agreed description and approved direction. This does not limit your rights if the artwork has a genuine fault, major problem or is materially different from what was agreed.

CHANGE OF MIND AFTER COMPLETION

Artexture Studio does not offer returns, exchanges or refunds for change of mind on completed or approved personalised portraits.

This includes dissatisfaction based only on personal preference where the finished artwork is consistent with the approved Artwork Reference, agreed description and disclosed nature of a hand-drawn charcoal portrait.

This exclusion does not apply where the artwork fails to meet a consumer guarantee under the Australian Consumer Law.

DAMAGE DURING DELIVERY

Every finished portrait is carefully fixed and protectively packaged before dispatch.

Please inspect your package and artwork promptly after delivery. If the artwork arrives damaged, contact Artexture Studio as soon as possible and provide:

• Your name and order number
• Clear photographs of the artwork
• Photographs of the internal and external packaging
• A description of the damage

Please retain the artwork and all packaging while the matter is assessed. Do not return the artwork unless Artexture Studio provides return instructions.

Artexture Studio may need to assess the damage before confirming the appropriate remedy. Depending on the circumstances and your rights under the Australian Consumer Law, this may include correction, repair, replacement or refund.

A request that damage be reported promptly helps us make a delivery claim, but it does not remove any rights you may have under the Australian Consumer Law.

FAULTY OR INCORRECT ARTWORK

If you believe your portrait is faulty, materially different from its description or approved direction, or you received the wrong artwork, please contact Artexture Studio as soon as possible with your order details and clear photographs showing the issue.

Artexture Studio is entitled to assess the artwork before providing a remedy.

If the problem is minor, Artexture Studio will provide an appropriate remedy within a reasonable time, which may include correction or repair at no cost to you.

If the artwork has a major problem under the Australian Consumer Law, you may be entitled to choose between a refund and replacement. Other remedies or compensation may also apply where required by law.

Reasonable return or delivery costs associated with a valid consumer-law remedy will be handled in accordance with the Australian Consumer Law.

DELIVERY DELAYS

Production and delivery estimates are provided in good faith but may be affected by artwork complexity, customer approval times, peak demand, carrier delays or events outside Artexture Studio’s reasonable control.

If you require your portrait by a particular date, you must contact Artexture Studio before purchasing so availability can be confirmed.

If Artexture Studio cannot supply your portrait within the agreed or a reasonable timeframe, we will contact you and provide an appropriate solution, which may include a revised timeframe, replacement or refund depending on the circumstances and applicable law.

INTERNATIONAL ORDERS

International delivery is quoted separately and must be confirmed before purchase.

International customers may be responsible for customs duties, import taxes or local charges imposed by the destination country unless otherwise agreed in writing.

Delivery timeframes can be affected by customs processing and international carriers. Any rights available to international customers may depend on the laws applicable to their purchase and delivery location.

ORDERS CANCELLED BY ARTEXTURE STUDIO

Artexture Studio may cancel an order if:

• Suitable source photographs cannot be provided
• The requested artwork cannot reasonably be produced as described
• The order contains unlawful, abusive or inappropriate material
• The customer does not provide information or approval required to complete the commission
• Circumstances outside Artexture Studio’s reasonable control prevent completion

If Artexture Studio cancels an order before personalised work begins, the customer will receive a full refund.

If Artexture Studio cancels an order after personalised work begins, the customer will be advised of the reason for cancellation. Any refund will take into account the work already completed, the reason for cancellation and the customer’s rights under the Australian Consumer Law. If cancellation results from Artexture Studio being unable to complete the agreed portrait, the customer will receive an appropriate refund, which may be a full refund depending on the circumstances.

REFUNDS

Where a refund is approved, it will ordinarily be returned to the original payment method.

Processing times may vary depending on the payment provider or financial institution. Artexture Studio will not deduct payment-processing fees from a refund where a full refund is required under this policy or the Australian Consumer Law.

HOW TO CONTACT US

To request a cancellation, report damage or discuss a concern with your order, please contact Artexture Studio through the contact details provided on this website.

Please include your name, order number and sufficient information for us to assess and respond to your request.