Return & Refund Policy

We have a 14-day return policy for eligible non-custom items. This means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You will also need your receipt or proof of purchase.

To start a return, please contact us at rovenciart@gmail.com.

If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order when it arrives. If your item is defective, damaged, or if you receive the wrong item, please contact us immediately at rovenciart@gmail.com with your order number and photos of the issue.

We will review the issue and work with you to make it right.

Custom and Non-Returnable Items

Custom, personalised, made-to-order, commissioned, or special-order products cannot be returned for change of mind.

This includes custom portraits, personalised artworks, commissioned paintings, and any artwork created specifically for your order.

Please contact us before ordering if you have questions about whether your item is eligible for return.

This does not limit any rights you may have under Australian Consumer Law or other applicable consumer protection laws.

Exchanges

The fastest way to get a different item is to request a return for the item you have. Once the return is accepted, you can place a separate order for the new item.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification.

To be eligible, your item must be unused, in the same condition that you received it, and in its original packaging. You will also need your receipt or proof of purchase.

Custom, personalised, made-to-order, or commissioned products may be excluded from this cooling-off right where permitted by applicable law.

Refunds

We will notify you once we have received and inspected your return, and let you know whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days. Please remember that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at rovenciart@gmail.com.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law.

You may be entitled to a repair, replacement, refund, cancellation, or compensation where required by law, including where a product or service has a major problem, is faulty, is not as described, or does not meet applicable consumer guarantees. ACCC guidance states that remedies can include repair, replacement, or refund depending on the issue.