Policies

Problems & Feedback

If you have any issues or concerns please contact us ( mawugi@bigpond.com ) before making any product / service rating or social media postings. We will endeavour to do everything we can to address any issues or concerns. Customer service is our priority.

Returns

If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange for customer change of mind.

The return policy time limit of 7 days does not apply to issues relating to product quality or durability (where you have significant longer term protections under Australian Consumer Law). If there is a product defect you will be refunded (as per your consumer rights if a product is faulty, not fit for purpose or doesn’t match its description). Generally, for most items such as canvas and paper it is not economic to do replacements due to freight costs, so you will be refunded.

To be eligible for a return, your item must be unused and in the same condition that you received it. For items such as stretched canvas and paper, it must also be in the original packaging (carton and shrink wrapping for canvas and protective plastic sleeve for paper - such items are not resalable without their protective packaging and branding/labels). Artist original prints should be returned in a tube. Paintings should be appropriately packaged is multiple layers of bubble wrap and heavy duty cardboard to enable their safe return.

There are certain situations where only partial refunds are granted (if applicable): Any item not in its original condition, is damaged for reasons not due to our error. Any item that is returned (taking into account freight time) more than 7 days after delivery.

Shipping

To return a product (due to the wrong product being sent or a defect), contact us and we will arrange free return shipping or a refund as agreed. Generally, for most items such as canvas and paper it is not economic to do exchanges due to freights costs. In this case we refund the cost of the damaged item. eg 1 canvas out of a carton of 6 is damaged. Please note that each canvas, pack of paper, painting and print is individually inspected for quality control before shipment.  Email us at mawugi@bigpond.com to discuss.

To return your product (for customer change of mind), you should freight your product to: 86 Fullers Lane Inverell New South Wales AU 2360. Shipping is recommended to be via TNT Road Express with a minimum of Class B insurance. This is recommended as it provides a traceable shipping service and covers your return with shipping insurance. This guarantees that we will receive your returned item. For a customer change of mind, 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.

Damage in Transit and Insurance

If your canvas, paper, painting or print is damaged in transit we need to be notified straight away ( mawugi@bigpond.com ). If damaged in transit (and this can be established) we will make a claim through our Automatic Transit Warranty (AWT) policy from our TNT Road Express freight Class C Insurance (bulky items such as paper, canvas and stretched paintings) or extended warranty taken out when shipping with Australia Post (postal tubes).

Refunds

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 a credit will automatically be applied to your credit card or original method of payment.

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 mawugi@bigpond.com .

Exchanges

We only replace items if they are defective or damaged or we sent you the wrong product. If damaged in transit we need to be notified straight away ( mawugi@bigpond.com ). If damaged in transit (and this can be established) we will make a claim through our Automatic Transit Warranty (AWT) policy from our TNT Road Express freight Class C Insurance (bulky items such as paper, canvas and stretched paintings) or extended warranty taken out when shipping with Australia Post (postal tubes). Generally for most items such as canvas and paper it is not economic to do exchanges due to freights costs. In this case we refund the cost of the damaged item. eg 1 canvas out of a carton of 6 is damaged. Please note that each canvas, pack of paper, painting and print is individually inspected for quality control before shipment.  Email us at mawugi@bigpond.com to discuss.

International Sales 

For International painting sales, paintings are unstretched and air freighted in a tube. Likewise, artist original linoleum prints and screenprints/serigraphs are rolled in a tube. Customers are responsible for providing accurate information for freight, insurance and customs purpose. Mawu-gi Gamilaraay Aboriginal Art requires this information for Customs requirements such as tariffs and duties, as well as the Commercial Invoice for Export/Import. International painting and prints sales are sent DDU (Delivered Duty Unpaid). Email Brent Emerson at mawugi@bigpond.com and we can discuss your specific needs.