Refund policy

Returns and Refunds Policy

At Ilana McBain Studio Noosa, we want your purchase to arrive safely and match what you ordered. If something is wrong, please contact us at info@ilanamcbain.com so we can help.

Change-of-mind returns

We do not accept returns, exchanges or refunds simply because you change your mind. This includes choosing the wrong size or artwork, deciding an item does not suit your space, or no longer wanting your purchase.

This applies to open-edition prints, limited-edition canvases and other products sold through our store.

Please check the artwork, dimensions, materials and framing details before purchasing. If you need help choosing, contact us before placing your order.

This restriction does not affect your rights where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.

Your consumer rights

Our products come with guarantees under the Australian Consumer Law that cannot be excluded.

For a major failure, you are entitled to choose a refund or replacement, and may also be entitled to compensation for reasonably foreseeable loss or damage. For a minor failure, we will provide an appropriate remedy in accordance with the law.

These rights also apply to made-to-order, personalised, limited-edition and discounted products. They are not restricted by a seven-day reporting deadline or an original-packaging requirement.

Nothing in this policy limits rights under other applicable consumer laws.

Damaged, faulty or incorrect items

Please inspect your purchase when it arrives and contact info@ilanamcbain.com as soon as reasonably possible if there is a problem.

To help us assess and resolve it, please provide:

• Your order number or other proof of purchase.
• A description of the issue.
• Clear photographs of the item and, where relevant, any damaged packaging, if available.

Please retain the item and packaging where possible while we review the issue. Missing original packaging does not remove your consumer rights.

Returning an item

Please contact us before sending an item back so we can provide the appropriate return address and instructions.

Do not send returns directly to a printing or fulfilment partner unless we instruct you to do so.

We may need to assess the item before confirming a remedy. Please package any return securely to help prevent further damage.

Where a product problem is confirmed, we will reimburse reasonable return postage costs. Where the law requires us to arrange collection, we will do so. Please retain any postage receipts.

Refunds and replacements

We will explain the assessment outcome and the remedy available to you.

Approved refunds will be returned to the original payment method unless we agree otherwise. Your bank or payment provider may take additional time to process the funds.

Any replacement will respect the product’s stated limited-edition terms. If an appropriate replacement is unavailable, we will provide another remedy consistent with your legal rights.

Earlier purchases

This updated change-of-mind policy applies to purchases made after it is published. Any return commitments offered when an earlier purchase was made will continue to be honoured.

Contact

For questions or assistance, email info@ilanamcbain.com.