Refund policy

Returns

All sales are final. We do not accept returns or exchanges if you change your mind, select the wrong item, or no longer want your purchase.

However, this policy does not exclude any rights or remedies you may have under the Australian Consumer Law or other applicable consumer protection laws. We will provide an appropriate remedy if an item is faulty, damaged, significantly different from its description, or if you receive the wrong item.

To report an issue, please contact us at mo@molartiste.com.au with:

Your order number
A description of the issue
Clear photographs of the item, packaging and shipping label

Please keep the item and its original packaging while we assess your request.

Do not return an item without contacting us first. Items returned without prior approval may not be accepted.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if your item is damaged, defective, or incorrect.

Once we have reviewed the issue, we will let you know the available remedy. Depending on the circumstances and your rights under applicable consumer law, this may include a repair, replacement, store credit, or refund.

Where an item is confirmed to be faulty, damaged, or incorrect, we will provide return instructions and cover or reimburse reasonable return shipping costs where required.

Original Artworks and Handmade Products

Due to the original and handmade nature of our products, slight variations in texture, colour, finish and appearance may occur. Colours may also appear slightly different depending on your screen settings.

These natural variations are not considered faults. However, this does not affect your rights if the item is damaged, faulty, or materially different from its description.

Custom and Personalised Products

Custom commissions, personalised products and special-order items cannot be returned or exchanged for change-of-mind reasons.

This does not affect your rights if the product is faulty, damaged, incorrect, or does not match the agreed specifications.

Sale Items and Gift Cards

Sale items are not eligible for change-of-mind returns or exchanges. Gift cards are non-refundable, except where required by law.

Your consumer rights still apply to faulty or damaged sale items.

Exchanges

We do not offer exchanges for change-of-mind reasons.

If you receive a faulty, damaged, or incorrect item, please contact us at mo@molartiste.com.au so we can assess the issue and provide an appropriate solution.

European Union 14-Day Cooling-Off Period

If an eligible order is shipped to a customer in the European Union, the customer may have the right to cancel the purchase within 14 days of receiving the goods, without providing a reason.

To exercise this right, please contact us at mo@molartiste.com.au within 14 days of delivery.

The item must be returned in its original condition and must not have been used or handled beyond what is reasonably necessary to inspect it. Proof of purchase is required.

The customer is responsible for return postage and packaging costs for cooling-off returns unless the item is faulty or we agree otherwise.

The 14-day cooling-off right may not apply to certain products, including custom-made or clearly personalised items.

Please contact us before returning your order so we can provide the correct return address and instructions.

Refunds

We will notify you after we have received and inspected an approved return.

If a refund is approved, it will be issued to your original payment method. Please allow up to 10 business days for the refund to be processed. Your bank or card provider may require additional time to display the refund in your account.

If more than 15 business days have passed since your refund was approved, please contact us at mo@molartiste.com.au.