Returns and Refund Policy

Return and Refund Policy - Last updated:  02 September 2025

We do want you to be happy and will accept reasonable returns as explained in this policy, which forms part of the Terms of Service. 

Change-of-mind

We understand that sometimes you change your mind, ordered the wrong product, ordered 50 when you meant to order 5, don't love the product or find that the product you ordered was not what you expected (we do try to minimise this by providing images and descriptions that represent the product as closely as practical).

We have a 30-day change-of-mind return policy, which means you have 30 days after the date of dispatch of your item to request a return.  This offer is in addition to your rights under Australian Consumer Law.

To be eligible to request a return, your item must be in the same condition that you received it, new, unworn, unused and undamaged, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  See below for our policy on returning Damaged or Faulty Items.

There are two options for a change-of-mind return:

Option one - request a refund of the purchase price of those items eligible for a change-of-mind return.  Where possible, the refund will be processed against the original payment method.  Note that there will be a 10% restocking fee for items returned.

Option two - request a store credit to be applied against future purchases.  The store credit will be equivalent to the value paid for individual products, including any discounts applied, and excluding shipping costs.  Where a store credit is requested, the 10% restocking fee will be waived.

To request a return, it is best to first contact us at dale@flutterbyart.com.au.  To assist us in processing your request, please ensure you provide your original order number, product details and key reason for returning the product (this will help us identify areas for improvement within our business).  We will usually respond to a request for a return within one business day to confirm that we have received your request and to provide you with further instructions.

Safety and hygiene requirements mean that we cannot accept for return, any cosmetic items that have been opened or used, or appear to have been opened or used, including, but not limited to, brushes, sponges, paints, glitters, caddies, brush wallets, bling, mesh bags, soaps.  Make sure you do not open or sample any item before you make a decision to request a return.  Sampling or using a product will invalidate your change-of-mind returns eligibility.  If you are unsure, reach out to us and we will be happy to have a chat.

Please note that returns will need to be sent in appropriate packaging to the following address: 

Flutterby Art Supplies

PO Box 1176

MITCHAM NORTH  VIC  3132

AUSTRALIA

All items are checked by our team before being sent out to you to ensure items are undamaged and of the expected quality.  Returned items will also be inspected by our team to ensure they qualify for a change-of-mind return, before any credit is processed.  We reserve the right to reject a request for return where any aspect of that returns claim does not meet our return policy criteria.

Change-of-mind return postage is the responsibility of the customer and will not be refunded or credited against an order.  If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

If the item you received is not what you ordered, please email us at dale@flutterbyart.com.au as soon as possible so we can sort it out for you. Please ensure you provide sufficient details such as the order number, product ordered, product received and, where possible, uploading a photo will help to process the request quicker.  If the item is in stock, we will arrange to send the correct item within 1 business day, at no shipping cost to you and we will arrange for the return of the incorrect item.  If there is a price difference between the item ordered and the item delivered and invoiced, an additional charge or a refund will be applied depending on the price difference.

You can always contact us for any return question at dale@flutterbyart.com.au.

Damaged or Faulty Items
We take great care in packing your products to minimise the risk of damage.  Please inspect your order upon receipt and contact us immediately, and no later than 15 days after dispatch, if the item arrived damaged or is faulty, or if you receive the wrong item against the order you placed.

To request a return and refund of goods that were sent damaged or faulty, please contact us at dale@flutterbyart.com.au.  To assist us in processing your request, please ensure you provide your original order number, product details and key reason for returning the product, including specific details of the damage or fault with the product.  We will usually respond to a request for a return and refund within one business day to confirm that we have received your request and to provide you with further instructions.  You may be asked to upload photos of the damaged or faulty products to support your request.

Where we are satisfied that a product has been sent to you damaged or faulty, such that it affects its use, and that the request for a refund complies with our Terms of Service and this Return and Refund Policy, we will exchange or refund those products to the value paid for the individual products, including any discounts applied, and excluding shipping costs.  Replacement products, where available, will be shipped to you at no shipping cost to you.

Do not use or continue to use damaged or faulty products as this may impact your right to return products and/ or receive a refund.

We do not offer a refund or exchange on products that are damaged or faulty due to improper use, misuse, accidents, or modification.  We do not offer a refund or exchange on products that have minor imperfections that do not affect the performance of the product.  We do not offer a refund or exchange on products where there is an indication that the product has been substantially or significantly used.

It is the purchaser's responsibility to inform themselves and take responsibility for the proper use of products ordered and/ or purchased, including reading and retaining product labels, instructions or manufacturer's guidance.  Feel free to reach out to us at dale@flutterbyart.com.au if you would like specific assistance in product use.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), and custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, new, unworn, unused and undamaged, with tags, and in its original packaging, and packaged suitably for return shipping. You’ll also need the receipt or proof of purchase.  You will also be responsible for the cost of return postage.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund is approved or not. If approved, you’ll be automatically refunded on your original payment method, where possible, within 10 business days of our decision. Please remember it can take some time for your bank or credit card company to process and post the refund.

We do not refund shipping fees.

If more than 15 business days have passed since we’ve approved your return, please contact us at services@flutterbyart.com.au.