Refund policy

Returns and refunds

I want you to be happy with what arrives. If you're not, here's exactly where you stand.

Changed your mind

You have 14 days from the day your order arrives to tell me you'd like to return it, and a further 14 days to get it back to me. This applies wherever you are in the world.

To be refunded, the artwork needs to come back unused and in the condition it arrived in — undamaged, and in its original packaging where possible. Prints that come back creased, marked, or rolled too tightly to sell can only be partly refunded, or not at all, depending on the state they're in.

You pay the return postage on a change-of-mind return. Please use a tracked service — until it reaches me, the parcel is your responsibility, and I can't refund something that doesn't arrive.

Once it's back and checked, I'll refund you within 14 days, to your original payment method. That includes the standard postage you paid to receive it. If you chose express or another upgraded delivery, I refund the standard rate rather than the premium.

To start a return, email me first at hello@jellybelly.art. I'll send you the return address and confirm what to do. Please don't post anything back before you've heard from me.

If something's wrong with it

This is different, and it's not a change of mind.

If your artwork arrives damaged, faulty, or not what you ordered, email me a photograph within a reasonable time of it arriving. In most cases I'll simply send a replacement or refund you — you won't need to post anything back, and you won't pay anything. If I do need the item returned, I'll cover the cost of getting it to me.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

In plain terms: for a major problem — the artwork is significantly different from how it was described, or is unusable and can't be easily fixed — you choose whether you want a refund or a replacement. For a minor problem, I'll put it right, usually by replacing it.

Nothing in this policy limits those rights, and nothing I say elsewhere on this site does either.

If you're in the EU or the UK

You have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving any reason — under the Consumer Rights Directive (2011/83/EU) in the EU, and the Consumer Contracts Regulations 2013 in the UK.

I'm treating my prints as covered by that right, not exempt from it. Prints are made to order after you buy, but you're choosing an existing artwork in an existing size from my catalogue — you aren't specifying anything unique to you — so the "made to your specifications or clearly personalised" exemption doesn't apply. Commissioned work is different, and is dealt with separately below.

The 14-day window above is how I meet that right. You bear the direct cost of returning the goods.

Original paintings

Originals are one-of-a-kind, and the same 14 days apply to them. Because they're irreplaceable, please email me before returning one so we can agree how it's packed and sent — and please insure it for the price you paid.

Commissions

A commission is made to your brief, for you, and cannot be resold. Commissioned work is not covered by the 14-day change-of-mind window, and the EU/UK right of withdrawal does not apply to it.

That doesn't leave you unprotected: the Australian Consumer Law guarantees above still apply in full, and the specific terms — revisions, deposits, approval stages — are agreed in writing with you before I start. If a commission arrives damaged or isn't what we agreed, tell me and I'll put it right.

Sale items and gifts

Everything is returnable on the same terms, discounted or not. If you received the artwork as a gift, get in touch and we'll sort something out.

Getting in touch

Email hello@jellybelly.art. Please include your order number. I read everything, and I usually reply within a couple of days.