Returns & Refunds Policy

At Mystik River Gallery, we want you to feel confident when purchasing an artwork from us. Many of our sculptures and artworks are handcrafted, unique or one of a kind. This policy explains how we handle returns, replacements and refunds.

Change of Mind

As a general rule, Mystik River Gallery does not accept returns or provide refunds for change of mind.

However, we understand that circumstances can vary. You are welcome to contact us, and we may consider change-of-mind requests on a case-by-case basis.

Damaged, Faulty or Incorrect Items

If your artwork arrives damaged, faulty, materially different from its description, or you receive an incorrect item, please contact us as soon as reasonably possible.

Please provide your order details, a brief description of the issue, and clear  photographs of the artwork and packaging where relevant.

Once the issue has been assessed and confirmed, we will offer a replacement or refund as appropriate. Where an identical replacement is unavailable, we will offer a suitable alternative wherever possible, or provide a refund.

One-of-a-Kind Artworks

Many Mystik River Gallery artworks are one of a kind, so an identical replacement may not always be possible.

Wherever possible, we will suggest alternative replacement options for your consideration. If a suitable alternative is unavailable or not preferred, we will provide a refund as appropriate.

Minor Problems

Where an artwork has a minor problem that can reasonably be resolved, we may offer an appropriate repair, restoration, replacement or other remedy, depending on the artwork and the nature of the issue.

If the problem cannot be resolved within a reasonable time, a replacement or refund may be offered as appropriate.

Major Problems

Where an artwork has a major problem, we will offer an appropriate replacement or refund.

As many of our artworks are unique, an identical replacement may not always be available. Wherever possible, we will offer suitable alternative artworks for your consideration.

Lost or Damaged During Delivery

If an artwork is lost or damaged during delivery, please contact us as soon as possible. For damaged items, please retain the original packaging and provide clear photographs of the artwork, damage and packaging.

If an identical replacement is unavailable, we will suggest alternative replacement options wherever possible. If a suitable alternative is unavailable or not preferred, we will provide a full refund where applicable.

Return Shipping

Please contact Mystik River Gallery before returning an artwork so we can provide appropriate return instructions.

For an approved return relating to a damaged, faulty or incorrect item, we will arrange or cover reasonable return or collection costs where applicable.

For large or heavy artworks, please contact us before arranging transportation so we can advise on the appropriate return method.

Refunds

Approved refunds will generally be returned to the original payment method.

Once processed by us, the time taken for the funds to appear in your account will depend on your bank or payment provider.

Sale & Discounted Items

Our general no-change-of-mind policy also applies to sale and discounted artworks.

Sale or discounted items remain eligible for appropriate remedies if they are faulty or otherwise qualify for a return.

Natural Variations & Handcrafted Artworks

Many of our artworks are handcrafted and may incorporate natural materials. Variations in colour, texture, grain, markings, pattern, dimensions or finish form part of the individual character of these pieces and are not necessarily considered faults.

Proof of Purchase

We may request reasonable proof of purchase when processing a return, replacement or refund. This may include your receipt, invoice or order confirmation.

Your Consumer Rights

This Returns & Refunds Policy is in addition to your rights under the Australian Consumer Law (ACL).

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law or other applicable legislation.

Contact Us

If you have an issue with an artwork or would like us to consider a return, please contact us before sending the item back.

Mystik River Gallery
Southgate Shopping Centre (Mid Level)
3 Southgate Avenue
Southbank VIC 3006, Australia

Email: mrsales@mystikriver.com
Phone: +61 458 854 898

Please include your order number and photographs where relevant so we can assist you promptly.