Refund policy

SHIPPING & RETURNS

TM Eaton Arts (trading name of Pottery & Paintings by TM Eaton, ABN 96898292217)

1. Shipping Information

1.1 Australian Shipping

We ship original artworks, prints, and products Australia‑wide using trusted carriers. Shipping fees are calculated at checkout based on size, weight, and destination.

1.2 Processing Times

Original artworks: 3–14 business days
Prints and merchandise: 5–10 business days (depending on production requirements)
Custom or commissioned pieces: timelines will be discussed individually

You will receive a confirmation email once your order has been dispatched.

1.3 Delivery Timeframes

Delivery estimates vary depending on your location and carrier delays. Typical delivery times:

Queensland & NSW: 3–7 business days
VIC, SA, TAS: 5–10 business days
WA & NT: 7–14 business days

These timeframes are estimates only and may be affected by public holidays, weather events, or postal disruptions.

1.4 International Shipping

International shipping for Originals may be available upon request. Please contact us directly for a personalised quote.

1.5 Customs Duties, Taxes & Import Fees (International Orders)

For international purchases, all customs duties, import taxes, VAT, brokerage fees, and any other charges imposed by your country’s customs authority are the responsibility of the buyer.

We do not cover, reimburse, or pre‑pay these charges.

If your parcel is held by customs:

You are responsible for paying any required fees
You are responsible for providing any documentation requested by your local customs authority
Failure to pay customs fees may result in the parcel being returned or destroyed, depending on your country’s regulations

No refunds will be issued for parcels returned or destroyed due to unpaid customs charges.

1.6 Accuracy of Delivery Information

You are responsible for ensuring your delivery details are correct. We are not liable for delays, losses, or redelivery fees resulting from incorrect or incomplete information.

2. Packaging & Handling

2.1 Original Artwork

Original artworks are packaged with great care using:

protective wrapping
rigid supports
reinforced cartons

We aim to ensure your artwork arrives safely and in perfect condition.

2.2 Prints & Merchandise

Prints and merchandise are shipped either flat-packed or rolled in tubes, depending on size and material. Merchandise produced through print‑on‑demand partners may ship separately from original artworks.

3. Returns & Refunds

3.1 Change of Mind

We do not accept change‑of‑mind returns for original artworks, prints, or merchandise.

3.2 Colour Variation

Due to differences in screens, devices, and browsers, colours may appear slightly different from the physical artwork. Such variations are not considered faults and are not grounds for return or refund.

3.3 Damaged Items

If your item arrives damaged:

Notify us within 48 hours of delivery
Provide clear photographs of the packaging and the item
Include your order number and contact details

We will assess the claim and may offer repair, replacement (if applicable), or refund in accordance with Australian Consumer Law.

3.4 Lost Parcels

If your parcel is lost in transit:

We will lodge an investigation with the carrier
Resolution may include replacement (if applicable) or refund
Investigations must be completed before compensation is issued

3.5 Faulty Products

If a product is faulty due to manufacturing error, we will comply with Australian Consumer Law and provide:

repair
replacement
or refund

as appropriate.

3.6 Print‑on‑Demand Merchandise

Merchandise produced through third‑party fulfilment partners (e.g.,Gelato, Printify, Printful) follows their production and quality guidelines. Faulty items will be assessed in line with their policies and Australian Consumer Law.

3.7 Gelato Shipping Policy (Australia‑Friendly)

Gelato Fine‑Art Print Shipping (Australia)

All fine‑art prints and framed prints are produced and shipped through Gelato’s professional print partners within Australia.

Production Time