Money Back Guarantee & Returns Policy

Reginahona.com provides a money back guarantee on artwork purchases.  For Australia wide orders you have 10 days from date of despatch to notify us of your intention to return an item/s, and 14 days from the date of despatch in which to return the item/s in question to obtain your refund.  International orders will have 21 days from date of despatch to notify and return an item.  CLICK HERE to go straight to our Contact page to notify us if there is a problem.

IMPORTANT:  All returns should be returned in their original packaging. If the packaging itself has been damaged to the point that you suspect that its contents too have been damaged, please take a photograph of the damage before you open the package.

What's covered:

  1. The item you receive differs materially from its photograph/s on our website.
  2. The photograph on our website clearly misrepresents the item you have received.
  3. The item you receive is significantly different in size from that published on our website.  Note that published overall sizes of framed or unframed works are approximate, although measured as accurately as possible.
  4. Damage to the work itself.
  5. Delivery of an incorrect work, i.e. a work that you did not order.
  6. In the event of a replacement or repair, reshipment of the item/s in question.
  7. Damage to the frame, or an ill fitting frame, if included with the purchase.
  8. Warping, twisting or other distortion.

What's not covered:

  1. This guarantee does not cover you changing your mind.
  2. Minor differences in colour between the item's photograph on our website and what you actually receive.  Because of the inherent limitations of computer screens and whatever equipment was used to take the photograph, we cannot guarantee accurate representation of colours.
  3. Malicious damage.
  4. Damage incurred through faulty or inadequate return packaging.

What's refunded:

  1. We refund the full purchase price of the item, less freight costs where they have been separately specified.
  2. Reginahona.com will only refund money into the account from which the purchase was originally made.  We will notify you by email that the refund has been made.

What's not refunded:

  1. Return freight costs, unless an incorrect artwork was shipped.
  2. Return packing costs.  Where possible return items in their original packaging.

How to make a claim:

To return an item please fill out our return request form within 10 days of the despatch date of the faulty item.  

IMPORTANT:  If the packaging itself has been damaged to the point that you suspect that its contents too have been damaged, please take a photograph of the damage before you open the package.

Re-package the work of art in its original packaging or equivalent.  Reginahona.com will provide you with shipping instructions for the return of the item/s in question.

We ask you to provide, where possible:

  1. Photographic evidence of damage to the packaging, in case we need to recover costs from the carrier;
  2. Photographic evidence showing that what you received differs materially from what as published in the online gallery;
  3. The identity tag that is affixed to the back of the artwork or that was included separately with the artwork;
  4. Description of the damaged work or tax invoice and item (SKU) number;
  5. Details of when the item was delivered to you, such as date and and delivery/tracking number;
  6. Photographic evidence of damage to the item you have purchased;
  7. Description of the damage.

Every effort is made from our end to avoid problems during the processing, despatch and shipment of an item, however some issues are out of our control.  Should there be a problem, please contact us and we will endeavour to set things right.

reginahona.com 

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