Returns, Refunds & Cancellations
Due to the personalised, bespoke and service-based nature of Ashlee Studio’s products and services, different terms apply to personalised artwork, live illustration services, textured artwork workshops and deposits.
Personalised & Commissioned Artwork
A 30% non-refundable deposit is required to secure all personalised and commissioned artwork bookings. This deposit allows Ashlee Studio to reserve time and resources for the creation of your artwork and commence the design process.
All personalised and commissioned artwork is created specifically for the individual client and is therefore non-returnable and non-refundable once work has commenced.
This includes, but is not limited to, personalised wedding illustrations, pet portraits, custom artwork and other artwork created specifically to a client's requirements.
As each piece is individually created, we do not accept returns or provide refunds due to a change of mind, incorrect personal preferences or where the client simply no longer requires the artwork.
If artwork arrives damaged or there is an issue with the artwork that is the responsibility of Ashlee Studio, please contact us as soon as reasonably possible so that we can assess the issue and, where appropriate, arrange a replacement, repair or other appropriate remedy.
Live Illustration Services
A 30% non-refundable deposit is required to secure all live illustration bookings. This deposit reserves the agreed event date and allows Ashlee Studio to allocate time, resources and preparation to the booking.
Fees paid for live illustration services are non-refundable once the booking has been confirmed, subject to any cancellation rights that may apply under Australian Consumer Law or the specific terms of the client's booking agreement.
Because event dates are reserved exclusively for each client, cancellations may result in the loss of the booking fee or deposit. Specific cancellation, postponement and rescheduling terms for live illustration bookings will be outlined in the relevant quote, booking confirmation or service agreement.
Deposits
All deposits and booking fees are non-refundable, except where a refund is required by law.
A deposit secures the agreed date and allows Ashlee Studio to reserve availability for the client. Once a date has been reserved, Ashlee Studio may decline other enquiries for that date.
If a client cancels their booking, the deposit will generally be retained by Ashlee Studio to compensate for the time, preparation and loss of availability associated with the cancellation.
Textured Artwork Workshops
Due to the preparation, materials and time allocated to each textured artwork workshop, refunds will not be provided for cancellations made within 48 hours of the booked date and time.
Cancellations made more than 48 hours prior to the scheduled booking may be eligible for a refund, subject to the terms outlined at the time of booking.
Requests to reschedule must also be made more than 48 hours prior to the original booking date and are subject to availability.
Change of Mind
We do not provide refunds for change of mind in relation to personalised or commissioned artwork, bespoke products, or services that have already been commenced or rendered.
This includes circumstances where a client changes their mind about the design, style, colours, materials or other personal preferences after the work has commenced or the order has been confirmed.
Australian Consumer Law
Nothing in this Returns, Refunds & Cancellations Policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.
Where a product or service does not meet a consumer guarantee that applies under Australian law, you may be entitled to a remedy, which may include a repair, replacement, refund or other remedy depending on the circumstances.