Last updated: 24 August 2026
This policy explains what happens if an artwork arrives damaged, when returns are and are not available, and the consumer guarantees that always apply. Nothing here limits your rights under the Australian Consumer Law. Where there is any conflict, that law prevails.
Because our works are fragile and often one-of-a-kind, we handle transit and returns with particular care, and we, not the carrier, are your point of contact if something goes wrong.
Every work comes with guarantees that cannot be excluded under the Australian Consumer Law, including that it matches its description and is of acceptable quality.
If a work has a major problem, such as arriving broken, you can choose a refund or a replacement. For a minor problem we will repair, replace or refund it. You deal with us directly for any of this. You never need to contact the carrier.
There is no deadline on a claim that a work is faulty or not as described. Nothing in this policy shortens one.
Fragile artworks and mirrors are packed and shipped to a professional fragile-freight standard.
We send fragile works signature-on-delivery, never left unattended, and we insure every fragile artwork in transit for the full price you paid. The cover is ours, so there is no separate cost or step for you.
Please inspect your work when it arrives. If it is visibly damaged on delivery, you can refuse it.
If you find transit damage after opening, email us at hello@rugsley.studio as soon as you become aware of it. Send clear photos of both the artwork and all of its packaging, and keep the packaging until the matter is resolved, because the transit cover depends on it.
For a verified transit-damaged artwork we refund the full price you paid. Because our artworks are one-of-a-kind we usually cannot remake the exact work, so a refund is the standard remedy. If a comparable artwork is available and you would prefer it, tell us.
If a work develops a fault that breaches a consumer guarantee, email us at hello@rugsley.studio with details and photos.
Where a guarantee is not met, we cover the reasonable cost of returning the work. For a large or crated artwork we arrange and pay for the return ourselves. Please do not attempt to repack a fragile work for freight without talking to us first.
We do not offer refunds or exchanges for change of mind, including on commissioned and custom work.
Every work is photographed, measured and described in detail so you can buy with confidence. Please read the listing and ask us anything before you order.
This does not affect your rights above. If a work is damaged, faulty, or not as we described it, your consumer guarantees apply in full.
Approved refunds go back to your original payment method through Stripe. We issue the refund as soon as the outcome is agreed. Your bank or card issuer then takes its own time to show it.
Our Payment Policy sets out the detail, including refunds paid in a currency other than Australian dollars.
For anything about a return, transit damage or a warranty question, email hello@rugsley.studio. We would always rather resolve it with you directly.