Refund policy

At Arttay Designs, we strive to ensure you love your purchase. However, if there’s an issue with your order, here’s everything you need to know about returns and refunds.

Eligibility for Returns

Returns Accepted:

  • Items can be returned within 30 days of purchase.
  • Items must be in their original condition, unused, unworn, with tags, and in original packaging.

Non-Returnable Items:

  • Personalised or customised products cannot be returned or refunded for change of mind or customer error.
  • Digital downloads, services, and perishable products (e.g., food, flowers) are also non-returnable.

As a small business, we appreciate your understanding that once a personalised item enters production, it cannot be refunded unless an error has occurred on our part.

How to Start a Return

Contact Us:

  • Email us at contact@arttaydesigns.com.au within 7 days of receiving your order if there is an issue (e.g., damage, defect, wrong item)
  • Include your order number and a description of the issue (photos are helpful!).

Shipping:

Customers are responsible for return shipping costs unless the return is due to our error.

Returns can be posted to:
Arttay Designs
PO Box 128
Wallsend NSW 2287
Australia.

Approval Required:

Items sent back without first requesting a return will not be accepted.

Unclaimed or Returned Parcels

If a parcel is returned to us due to being unclaimed, refused, or due to an incorrect or incomplete shipping address provided at checkout, the original shipping cost is non-refundable.

  • If the item is not personalised, we can offer a refund for the product cost only (excluding shipping).
  • If you would like the item resent, we can do so once the new shipping fee is paid.

Please ensure your shipping address is accurate and complete to avoid delays or returns. We are not responsible for unclaimed international orders or failed delivery attempts caused by incorrect address information.

Damages or Defects

Please inspect your order upon delivery.
If your item is defective, damaged, or incorrect, contact us within 7 days of receiving your order.
We will arrange a replacement or refund where appropriate.

If you selected a shipping option with insurance, this will help speed up the replacement process.

Refunds

Once your return is received and inspected, we’ll notify you of the approval status.
Approved refunds will be processed to your original payment method the next business day after approval.
Please allow up to 3 business days for the refund to appear in your account.

If your refund has not arrived after 7 business days from the refund notice, please contact us.

Cancellations

If you need to cancel your order and production has not yet started, we can issue a refund minus a 20% admin fee to cover processing and service costs.
Once production has begun, unfortunately, cancellations or refunds cannot be made.

If you have any questions, feel free to reach out to us at contact@arttaydesigns.com.au we’re happy to help!