Refund and Returns Policy

Effective 28 February 2026

CJ Lucus Artwork is operated as a sole trader business in Queensland, Australia.

This policy outlines your rights and our obligations in relation to returns and refunds. Nothing in this policy excludes your rights under the Australian Consumer Law.

1. Checking Your Order

Please inspect your artwork immediately upon delivery and before handling or display.

If there is any issue with your order, notify us promptly so that we can investigate and assist.

2. Returns Accepted For

Returns or remedies may be offered in the following circumstances:

  • The artwork arrives damaged.
  • The artwork is faulty.
  • You have received the incorrect item.

Where an item is confirmed to be damaged, faulty or incorrect, we will offer:

  • A replacement (where possible), or
  • A refund in accordance with Australian Consumer Law.

3. Non-Returnable Items

The following are not eligible for return due to change of mind:

  • Commissioned artworks
  • Personalised or custom-made items
  • Sale or discounted items

Commissioned works are custom-created and cannot be resold.

This does not affect your statutory rights under Australian Consumer Law.

4. Timeframe For Reporting Issues

If your artwork arrives damaged or incorrect:

  • Notify CJ Lucus Artwork within 24 hours of delivery.
  • Provide clear photographic evidence.
  • Retain all original packaging.

Prompt notification allows us to lodge any required insurance claims.

5. How To Arrange A Return

To arrange a return:

  1. Contact us via the website contact form or email.
  2. Provide photographs and a description of the issue.
  3. Wait for confirmation and return instructions before sending any item.

Where a return is required due to our error:

  • Return shipping costs will be reimbursed.
  • We will provide guidance on the safest return method.

CJ Lucus Artwork is not responsible for items returned without prior approval.

6. Damaged Original Artwork

If an original artwork is damaged in transit:

  • We may arrange repair where possible.
  • We may offer a replacement artwork of similar value (for non-commissioned works).
  • We may provide a refund where required.

Each case will be assessed individually.

7. Commissioned Artwork

Commissioned artwork is governed by our Commissions Policy.

If a commissioned piece is received damaged or materially inconsistent with the agreed Proposal, we will review the matter and provide an appropriate remedy consistent with Australian Consumer Law.

8. Refund Processing

Approved refunds will be processed within 14 business days.

Refunds will be issued using the original payment method unless otherwise agreed.

9. Dispute Resolution

If a concern cannot be resolved informally, the matter will be handled in accordance with Queensland law and the Australian Consumer Law framework.

Commissioned artworks are governed by our Commissions Policy.