Terms of service

Refunds & Returns Policy

Here’s a clean, legally-sound Refunds & Returns Policy tailored to your art/commission business. I’ve written it in a professional but still brand-appropriate tone, aligned with Australian Consumer Law (ACL), while protecting you on commissions 👇

Refunds & Returns Policy

HazeHaus Studio

At HazeHaus Studio, each artwork is created with care, intention, and craftsmanship. Due to the nature of our products, particularly custom and commissioned pieces, our refunds and returns policy is outlined below.

1. Custom & Commissioned Artwork (Non-Refundable)

All commissioned artworks are custom-made to order and are therefore strictly non-refundable.

A non-refundable deposit is required to commence any commissioned piece.
By paying this deposit, you acknowledge and agree to proceed with the commissioned work.
If you choose to cancel or withdraw from the commission at any stage after work has commenced, the deposit will be forfeited in full.
Once a commissioned artwork is completed, no refunds or exchanges will be provided due to change of mind.

2. Approval & Final Inspection

Prior to handover or delivery, all artworks undergo a final inspection process:

Customers will be given the opportunity to inspect the completed artwork (either in person or via provided imagery/video where applicable).
This inspection serves as final approval of the piece.
By accepting the artwork following inspection, you confirm that you are fully satisfied with the final product, including design, colour, texture, and finish.
Once approved, the sale is considered final, and no refunds, returns, or alterations will be accepted.

3. Ready-Made Artwork

For non-commissioned, ready-made artworks:

We do not offer refunds or exchanges for change of mind.
Please choose carefully before purchasing.

4. Damaged or Faulty Items (Australian Consumer Law)

Nothing in this policy excludes your rights under the Australian Consumer Law (ACL).

You may be entitled to a repair, replacement, or refund if an artwork is:

Faulty or defective
Significantly different from what was described
Not of acceptable quality

If you believe your item meets these criteria, please contact us within 48 hours of receiving the artwork, providing clear photos and details of the issue.

5. Shipping & Handling

We take great care in packaging all artworks to ensure safe delivery.
Once an item has been dispatched, we are not responsible for delays caused by third-party couriers.
Any damage incurred during transit must be reported within 48 hours of delivery.