Effective Date: 26th July, 2025

Summary

No refunds are provided after payment has been made and work has begun.

- Clients are offered multiple opportunities for feedback and revision during the artwork process.

- In line with Australian Consumer Law, you are entitled to a refund or replacement only if the item is significantly different from what was agreed, is damaged, or is not delivered.

Detailed Policy

1. Custom-Made Artwork

All artwork is custom-made and created based on the details, references, and specifications provided by the client. For this reason, we do not offer refunds or exchanges for:

- Change of mind

- Subjective dissatisfaction after final approval

- Delays due to client non-responsiveness during review stages

2. Revision Opportunities

Clients are provided with three Check-In Stages to review and request reasonable changes:

Stage 1: Pencil Sketch Review

Stage 2: Watercolour Layer Review

Stage 3: Final Details Review

Clients must provide feedback within the designated timeframes. Missed Check-In opportunities will be considered approval to proceed to the next stage.

3. Damage or Loss During Delivery

If your artwork arrives damaged or lost in transit, please contact us within 48 hours of delivery and include:

- Photographs of the damage

- Your order number

- The packaging (if applicable)

We will work with you to resolve the issue, which may include a partial refund, store credit, or re-creation depending on the situation.

4. Cancellations

If you cancel before work begins (before both payment and signed agreement), a full refund will be issued.

If you cancel after work has commenced, no refund will be issued, as per Section H of the Art Commission Agreement.

5. Consumer Guarantees (Australian Consumer Law)

This policy is in accordance with your rights under the Australian Consumer Law. You are entitled to a remedy if a product is faulty, not as described, or not delivered with reasonable care and skill.

Contact

If you have questions about this policy, please contact:

Tara Riethmuller / TR House Portraits]

Email: tara@trhouseportraits.com

Instagram: @trhouseportraits