Refund and Returns Policy

Returns

Under normal circumstances, Dylan Panetta Creative (DPC) does not accept returns or exchanges for artwork. If the item is damaged during delivery by Australia Post, a request for compensation can be submitted to Australia Post by the recipient. If the item is lost during transit please contact DPC directly, providing all details. DPC will start by submitting a missing item enquiry form to Australia Post.

In most cases, a claim for compensation will be made by:
the sender (DPC) for items that are not received (lost) the recipient, for an item that is damaged or is missing contents

Items received damaged by Australia Post
How to claim compensation through Australia Post (information direct from Australia Post):

Present the damaged item and the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item). Please note that not all Post Offices are able to complete damage reports. Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs in locations and hours tool.

Retail staff will submit a Customer Service Complaint on your behalf (you’ll need to leave the item and all packaging with our staff for processing). Provide supporting documentation as requested. This may include proof of identity, a statutory declaration, receipts for postage or the item itself, and other item details.

Items not received or lost in the mail:
In the case of Items not received or lost by Australia Post, DPC will submit a missing item enquiry form to seek compensation. Once this is completed and Australia Post processes the claim successfully a refund will be provided.

Custom orders Custom orders are non-refundable, once payment is received securely through the website, work begins to order supplies, prepping boards/canvases, readying work space, colour matching and outsourcing specific colours requested. If your purchased item is not what you have requested please contact DPC directly.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Return shipping costs are not covered by DPC.

Late or missing refunds (if applicable) commonly refunds take 10-15 business days. If you haven’t received a refund by this time, contact your credit card company or Bank, it may take some time before your refund is officially posted.