Terms & Conditions
In accordance with Australian Consumer Law under the Trade Practices Act of 1974, refunds are not offered for change of mind, however if the artwork arrives to you damaged or in a condition other than advertised on this website, you are entitled to a full refund if you follow the process below:
If the piece arrives damaged please take a photo immediately and send to artist@katrinaokoronkwo.com within 48hrs of receiving the piece.
Our team will assess the damage and contact you to discuss options. In most cases we will offer to have the piece collected, repair the damage and send it back to you. If the damage was caused in transit, there may be a period of time for the warranty claim approval from the carrier. In this case you will have a choice for a full refund or to wait for the repair & redelivery of the artwork.
If you wish to return the artwork due to change of mind, we can offer this under the following conditions:
The piece is undamaged & in pristine condition, and the majority of the carton/wrapping is in tact. Please take a photo and send to artist@katrinaokoronkwo.com
You accept the fee for collection by our choice of courier, this will be arranged within 1 week of you contacting our team.
There will be a 5% restocking fee to cover transaction fees incurred and administration.
If you have commissioned a piece and paid a 50% deposit, then wish to no longer move forward with the commission due to change of mind or circumstances, we can return your deposit but will need to charge a 5% fee (of the 50% deposit) to cover the transaction & administration fees. Please note that this only applies if Katrina has not begun the artwork. If she has travelled for a sitting, or started painting/drawing, there may be additional fees to cover those costs.
We cannot provide a refund for any damage of the artwork caused by misuse - for example, hanging the piece on an inappropriate hook (light weight stick-on hook, or loose nail in plasterboard, etc), sitting the piece on a shelf/ledge and it falls to the floor &/or pierced by another object in the space, or damage by pets. Artworks should be secured appropriately by using fixings that are suitable for the weight of the piece and the substrate of your wall. If you are unsure please consult your hardware store or a tradesperson for their advice prior to hanging.
Further, if the artwork is displayed in an environment that is unsuitable (as a guide if paper can be easily damaged or warped/softened over time, the environment is unsuitable), we cannot offer a refund nor repair over time. For example a kitchen environment can expose the delicate canvas or linen to oils which can easily stain the piece, or a moist environment can cause mould to grow on the artwork & seriously reduce the longevity of the piece.
If your artwork does not arrive at all, we will discuss with the carrier and notify you as soon as possible with the options. This may include a refund if there is a warranty claim to the carrier (if for example, the piece was lost in transit).
Buying an original piece of art is an important investment and we understand your caution in making the right decision, please feel welcome to contact Katrina to discuss any piece prior to purchase. She can take photos and provide more details to help with your decision.