Effective Date: 26th May 2024

At Artistry Gifts & Lotto, we are committed to providing quality products and services to our customers. This Refunds and Returns Policy outlines your rights and our obligations under the Australian Consumer Law (ACL). Please read this policy carefully to understand your rights and how to exercise them.

1. Your Rights Under Australian Consumer Law

Under the ACL, you are entitled to a replacement, repair, or refund for goods that:

  • Are faulty or develop a fault within a reasonable period after purchase.
  • Do not match the description or sample provided.
  • Are not fit for the purpose for which they were purchased.
  • Are not of acceptable quality.

1.1 Major vs Minor Problems

  • Major Problem: A product has a major problem if it:

    • Has a problem that would have stopped someone from buying it if they had known about it.
    • Is unsafe.
    • Is significantly different from the sample or description.
    • Doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
    • Is substantially unfit for its common purpose, and can’t be easily fixed within a reasonable time.

  • Minor Problem: If the problem with the product is minor, we can choose to repair the item or provide you with a replacement.

2. Returns Process

2.1 How to Return an Item

If you need to return an item, please follow these steps:

  1. Contact Us: Email us using Contact Us form or call us at (03) 9826 1872 to inform us about the issue. Please provide your order number, details of the product, and the issue.
  2. Return Authorization: We will provide you with a return authorization and instructions on how to send the item back to us.
  3. Packaging: Pack the item securely in its original packaging and include all accessories, manuals, and documents.
  4. Shipping: Return the item to the address provided in the return authorization.

2.2 Return Shipping Costs

  • For returns due to faulty products, products not as described, or products that do not meet the consumer guarantees, we will cover the cost of return shipping.
  • For change of mind returns, you will be responsible for the return shipping costs.

3. Refunds

3.1 Eligibility for Refund

You may be eligible for a refund if:

  • The product is faulty and cannot be repaired within a reasonable time.
  • The product does not match the description or sample provided.
  • The product is not fit for its intended purpose.

3.2 Processing Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7 business days.

4. Exchanges and Replacements

4.1 Eligibility for Exchange

You may be eligible for an exchange or replacement if:

  • The product is faulty and can be repaired within a reasonable time.
  • The product is significantly different from the description.

4.2 Processing Exchanges

If you request an exchange, we will send you a replacement item once we receive and inspect the returned item. If the item is out of stock, we will offer you a refund or a store credit.

5. Non-Returnable Items

Certain items are not eligible for return, including:

  • Gift cards.
  • Downloadable software products.
  • Perishable goods such as food, flowers, newspapers, or magazines.
  • Personal care items such as cosmetics and skincare products if they have been opened.

6. Contact Us

If you have any questions or concerns about this Refunds and Returns Policy, please contact us at:

Artistry Gifts & Lotto
Shop G4B, 670 Chapel Street,
South Yarra, VIC 3141, Australia.
(03) 9044 3825

By purchasing from our website, you acknowledge that you have read, understood, and agree to this Refunds and Returns Policy.