Refund policy

Refund Policy

Last updated: 6 August 2026

Returns

You have 14 days from delivery to request a return on any catalogue piece, original or print.

To be eligible, the artwork must be unopened and in its original packaging. Every piece is made to order, and once a tube or box is opened the work cannot be resold as new.

Return shipping is at your cost. Once the artwork reaches us and is confirmed unopened, we refund the purchase price to your original payment method.

On lower-value items we may simply refund you without asking for the piece back. We will tell you when we do.

To start a return, email support@darkcharms.co with your order number within 14 days of delivery. We will send return instructions and an address. Do not send anything back before contacting us. Returns sent without instructions cannot be processed.

Final Sale

The following are made specifically for you and cannot be returned for change of mind:

Commissioned works painted to your brief
Customised pieces, including colour changes, size changes and composition changes
Any artwork above 160 cm, which is produced by enquiry only

This does not affect your rights below.

Your Rights Under Consumer Law

If your artwork is faulty, damaged, or significantly different from how it was described or shown, you are entitled to a remedy regardless of the 14 day window and regardless of whether the packaging has been opened.

Customers in the United States are covered by the implied warranty of merchantability and applicable state consumer protection law.

Nothing in this policy limits or removes your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

If Something Is Wrong

Email support@darkcharms.co with your order number and clear photos. We will repair, replace or refund at no cost to you, and we cover return shipping where a return is needed.

Damaged in Transit

If your artwork arrives damaged, notify us within 7 days of delivery at support@darkcharms.co with your order number, photos of the damaged packaging, and photos of the damaged artwork. We will repair, replace or refund at no cost to you.

This 7 day window is for reporting transit damage. It is separate from the 14 day return window above.

Wrong Item Received

Refunds

Once we receive and inspect a returned artwork, we email you to confirm approval. Approved refunds are processed to your original payment method within 5 to 10 business days. Depending on your bank it may take a further 5 to 10 business days to appear on your statement.

Shipping charges on prints are not refunded on change-of-mind returns.

Cancelling an Order

You can cancel for a full refund at any time before painting or printing begins. Once a brush has touched canvas, or a print has gone to the press, the order cannot be cancelled, because the work is being made for you. Email support@darkcharms.co as soon as possible.

What Is Not Covered

Change of mind on artwork that has been unpacked
Change of mind on commissioned, customised or oversize work
Slight, natural variation in hand-painted work. Each piece is painted individually and small differences in brushwork, texture and tone are part of an original, not a defect
Damage caused after delivery through handling, framing or hanging
Colour differences caused by screen settings
Return shipping costs on change-of-mind returns
Original shipping charges on prints, where a change-of-mind return applies

Contact Us

Email: support@darkcharms.co
Phone: +61 495 027 565
Mail: Tiamco Pty Ltd, 47 Centenary Crescent, Maroochydore QLD 4558, Australia