Returns Policy
Made-to-Order Unframed and Framed Prints
All unframed and framed prints are made to order. All orders are customised to your specifications and are therefore final sale. Your order is quality-checked, printed, and framed by our third-party, professional printers and framers in Australia and New Zealand.
We ask that you choose carefully, since made-to-order prints may only be returned or exchanged if they are damaged during shipping, as the costs for printing/framing + shipping costs are non-recoverable.
The Cosy Notes Studio cannot provide refunds or replacements for goods that are damaged due to misuse, including neglecting to exercise reasonable care.
Your satisfaction is our top priority, so feel free to ask any questions while ordering to make sure we meet your expectations.
Faulty or Damaged Prints
If you receive a product you believe is faulty or damaged, you must inform The Cosy Notes Studio in writing within 24 hours of receiving it. The product must be returned and received by The Cosy Notes Studio within 7 days of your notification.
If you do not inform The Cosy Notes Studio within this timeframe, it will be assumed that you accept the product as free of any damage. All returned items will be inspected by The Cosy Notes Studio before any exchanges or refunds are issued. Additionally, to the extent permitted by law, refunds will not be given for defects that could reasonably be fixed.
To be fully eligible for an exchange or return, you must:
Send an email to hello@thecosynotes.com within 24 hours of delivery, including your request and reason for the return, and any photographs of the damage.
Return the product in the condition it was delivered (without additional damage) along with any certificates and documentation within 7 days for customers in New Zealand and Australia.
Return the product along with the original invoice that identifies the order.
Original One-Off Artwork
Original one-off artwork, including mixed-media collages, paintings, and signed limited editions, cannot be replaced.
Please note that under the Consumer Guarantees Act 1993, change-of-mind returns are not accepted. Since purchasing art is a personal decision, we truly want to offer some flexibility to make the process easier and more comfortable. Thus, we provide a change-of-mind return policy subject to specific conditions:
• Returns for change of mind (on original artwork) are considered within 7 days of purchase and at our discretion.
• The artwork should be in its original, undamaged state and, if possible, in its original packaging.
• A receipt or proof of purchase must be provided
• Shipping costs for the return will be at the buyer’s expense
• If these conditions are not met, we reserve the right to refuse the return
Original artworks cannot be replaced and are carefully packed and insured during transit. They require a signature upon delivery, and postal handling is done with great care. Whenever possible, The Cosy Notes Studio may personally deliver the original artworks.
If you receive an original artwork damaged during transit, please notify The Cosy Notes Studio immediately, within 24 hours of delivery. Photographs of the damaged package must be taken as proof of mishandling and sent via email to hello@thecosynotes.com. On return of the damaged artwork, The Cosy Notes Studio will refund payment in full.
Colour Accuracy
The Cosy Notes Studio colour matches all artworks to provide an accurate colour representation; however, as all monitors are calibrated differently, we cannot guarantee that the colours will be exact at the user's end. If accurate colour is crucial, please contact us at hello@thecosynotes.com.