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We want our customers to be assured that if something doesn’t work out as it should, we offer either a refund or an exchange within given timeframes. Our returns/exchange policies are outlined below. Please read through this carefully.

We only offer returns and exchanges on online purchases. All commissioned, bespoke items are non-refundable and cannot be exchanged.

Online purchases

Conditions of refund or exchange

Returns or exchanges can be made where a product is damaged or faulty.  After assessment of the return, you may be provided with a full refund. Due to the bespoke nature of our products, we cannot guarantee the same product can be supplied again. Please review our conditions for return or exchange:

  • 7 days from delivery for a full refund
  • 30 days from delivery for an exchange.
  • If 7 or 30 days respectively have passed since your purchase, we can’t offer you a full refund or exchange.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • To complete your return, we require a receipt or proof of purchase.Please do not send your purchase back to the manufacturer.
  • Return shipping is the customer’s responsibility.

There are certain situations where refunds or exchanges are not granted:

  • We do not provide a refund, exchange or credit note for change of mind. Please ensure you are happy with your product selection.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery, or 7 days for a full refund.

Refund policy

Returns can be made where a product is damaged or faulty. Due to the bespoke nature of our products, we cannot guarantee the same product can be supplied again. After assessment of the return, you may be provided with a full refund.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@symmetryartisanstudios.com.au

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only exchange items if they are defective, damaged. or if the item does not present accurately in relation to its online representation.

If you need to exchange the item, please contact us at support@symmetryartisanstudios.com.au within 30 days from delivery date. 

See details of return shipping below.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item: whether for refund, return or exchange. Shipping costs are non-refundable. If you receive a full refund, the cost of the original shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Commissioned items

Our process for commissioning of artworks, and mosaic collection lifestyle furnishings is in-depth. These items are created to your specifications, and are unique to you. There is ample opportunity to ensure that the design, style, colour and finish is what you require. 

For this reason, we do not offer refunds or exchanges on our commissioned items, or deposits paid to secure the commission. We will outline the whole design and production process with you, at the commencement of the commission, including a detailed payment schedule.

Need help?

Contact us at support@symmetryartisanstudios.com.au for questions related to refunds and returns. Our mailing address is PO Box 1829, Noosaville BC, Queensland, 4566, Australia.Or you can contact us via phone on +61 484 111 928