Refund policy

Refund Policy

We want you to love your Be Artistic Club kit. If something isn't right, here's exactly how we'll make it simple.

Order cancellations

  • You can cancel within 24 hours of placing your order — no questions asked. Email us with your order number.
  • After 24 hours, orders enter production and cannot be cancelled.
  • Refunds for cancelled orders are processed within 5 business days.

How refunds work

If your item arrived damaged, defective or incorrect:

  1. Request — email info@beartistic.club with your order number, the reason, and photos of the issue.
  2. Approval — we review and confirm eligibility within one business day.
  3. Refund — once approved, your refund reaches your original payment method within 5 business days. You do not need to ship anything back.

Refund eligibility

Refunds are available within 15 days of delivery for these cases only:

  • Damaged items — torn canvas, open or spilled paint pots, missing or incorrect paint colours, crushed packaging.
  • Defective items — missing sections, printing errors, illegible symbols, mismatched legend.
  • Incorrect items — wrong design or size shipped by us, or missing components.

We do not offer change-of-mind refunds. If your order was fulfilled correctly and matches what you selected at checkout, it is not eligible for a refund. Nothing in this policy limits your rights under the Australian Consumer Law or other applicable consumer protection law.

Good to know

  • We do not offer exchanges. All kits are made to order.
  • No returns required — eligible claims are refunded based on photo evidence.
  • Refunds are issued within 5 business days. Your bank or card issuer may take additional time to post the credit.

Sizing and product selection

All kit dimensions are listed in centimetres (cm) in the size selector on every product page. By placing an order you confirm that you have reviewed and accepted the size of the item.

  • We do not offer refunds where the item received matches the size and variant selected at checkout — including where centimetres were misread as inches, or where the chosen size feels too small or too large.
  • We do not offer refunds for ordering the wrong product type — for example, ordering a DIY kit you paint yourself when you intended a finished, ready-to-hang canvas, or vice versa.
  • Not sure which size is right? Contact us before ordering at info@beartistic.club.

Damaged, defective or incorrect — you choose

You have 15 days from delivery to contact us with photos of the issue. We will offer you either a full refund to your original payment method within 5 business days, or a free replacement reshipped at no extra cost. No need to ship anything back — just photos and your order number.

Non-refundable items

  • Custom and personalised products, including custom photo kits, unless damaged or defective.
  • Sale items and gift cards.
  • Hazardous materials, flammable liquids or gases.

EU 14-day cooling-off

If your kit is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason. The item must be unused and in its original packaging, with proof of purchase. Custom and personalised kits are excluded once production has begun.

Personalised orders

Everything we sell is made to order from your own photo, so we cannot resell a returned item. That is why we do not offer returns or refunds for change of mind on portraits or kits.

You see and approve your artwork or canvas design before you pay. That is your opportunity to ask for changes, or to walk away at no cost.

This does not affect your rights under the Australian Consumer Law. If your order arrives damaged, faulty, incomplete, or is not what you approved, email info@beartistic.club within 15 days of delivery with your order number and a photo of the problem, and we will replace it or refund you.

Digital portraits

Digital portraits are delivered by email and cannot be returned once sent. If a digital file will not open, or is not the artwork you approved, contact us and we will resend or correct it.

Still have questions?

Email info@beartistic.club — we reply within one business day.