Return Policy
Returns
Our policy lasts 14 days. If 14 days have gone by since your parcel has been delivered, unfortunately we can’t offer you a refund or exchange.
We do not offer a refund for change of mind, misjudgment of order, or because of logistical delays. Instead we offer store credit under these circumstances.
Custom Photos
We do not offer refunds on custom photos unless there is a quality issue. We also have the right to change the image dimensions without informing the customer if the selected size is not appropriate for the image the customer has selected.
Mystery Kits
If you are unhappy with your mystery kit, you can return it to us at your own cost. Mystery kits do not qualify for a full refund and instead you will be offered store credit to the value you paid (minus the original shipping cost). If you decide to use your store credit for another order of mystery kits, there is no guarantee that the images or sizes will be different.
Shipping Times
Australia - $7.00 AUD tracked delivery (2-5 business days)
New Zealand - $10.00 AUD tracked delivery (6+ business days)
Rest of World - $15.00 AUD tracked delivery (6+ business days)
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.
Additional non-returnable items:
Gift cards
Downloadable software products
- To complete your return, we require a receipt or proof of purchase.
- Please do not send your purchase back to the manufacturer.
- There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at sales@diamondpaintingkits.com.au.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@diamondpaintingkits.com.au. and send your item to: 16 South Road Brighton, Melbourne VIC 3186, Australia.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 16 South Road Brighton, Melbourne VIC 3186, Australia
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.