Returns and Refunds Policy
Effective date: 10.02.2025
Catherine Meads Artist strives to ensure that all our customers are satisfied with their purchases, however, we understand that there are occasions when items may need to be returned for a credit or refund (depending on the circumstances) so we have established the following policy to ensure this process is as simple as possible.
Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions.
Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.
When can I initiate a return
We ask that you let us know within 3 days of receiving an incorrect or damaged order. If you wish to initiate a return contact us via email contact@catherinemeads.com.au.
I received the wrong order
If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you to return the incorrect product and let us know if you would like us to:
send the correct item; or
provide you with a refund.
My order was damaged in transit
Damaged products (damaged during shipping)
Despite our best efforts and those of our shipping partners to protect your products during transit, damages can sometimes occur. If your product arrives damaged as a result of the shipping process, we want to make it right. We will ask you to provide images of the package delivery (i.e. photo of the damaged box prior to opening). We will ask you to return the damaged item and let us know if you would like us to:
send a replacement to you; or
provide you with a refund.
I have changed my mind, can I return my product?
Unfortunately, we cannot accept returns for change of mind on items.
I ordered the wrong item - can I return it for a refund?
We are unable to offer refunds for incorrect purchases.
What happens after I report a damaged or faulty product?
We will arrange for the incorrect, damaged product to be returned to us and you can let us know whether you would like us to either:
send the correct item;
send a replacement to you; or
provide you with a refund.
Please see details below on how to organise a return.
Do you need to undertake a quality check?
Yes. Upon receipt of a returned item reported as damaged, we will perform a quality check to assess the extent of the damage and confirm it aligns with the customer's description. This check is crucial to ensuring that we address the issue appropriately and provide a solution such as a replacement, repair, or refund, depending on the specific case and customer preference. If the damage is confirmed to be due to shipping, we will proceed with the corrective action at no additional cost to the customer.
How to return products
To return an incorrect, or damaged product, please follow the simple steps below:
To let us know the issue and that you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via email contact@catherinemeads.com.au.
Pack and seal the item/s in their original shipping package and post them back to us.
Processing times for returns
Once we receive your returned item, please allow up to 14 business days for your return to be processed. Refunds or credits will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. We will organise a refund or replacement depending on the option you have selected.
Should I return by registered post?
We recommend that you return the product via Registered post using Australia Post. Catherine Meads Artist will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.
Will you refund my postage costs to return an item?
No, we will not refund postage costs for returned items except in cases where the return is due to an error on our part, such as if the item is incorrect or damaged.
Dispute resolution
Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.
Policy updates
We reserve the right to update or modify this Returns and Refund Policy at any time. Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.