Refund policy

Returns & Exchanges –
Our Happiness Guarantee

At Kirsten Katz Art & Design, every piece is created with care and designed to bring joy, colour, and originality into your home. We want you to feel confident shopping with us. If something isn’t right, we’ll do our best to make it right with our Happiness Guarantee.

CHANGE OF MIND RETURNS

We understand that sometimes a piece might not be quite right. For eligible items, we’re happy to offer an exchange or store credit.

  • Returns must be lodged within 14 days of receiving your order.
  • Items must be unused, in original packaging, and in a resaleable condition.
  • Return shipping for change of mind is at the customer’s expense.
  • Once received and inspected, we’ll issue your store credit (no expiry) or process an exchange.

Items not eligible for change-of-mind returns

  • Earrings (for hygiene reasons)
  • Gift cards
  • Sale items – Sale items cannot be returned or exchanged unless faulty, damaged, or required by Australian Consumer Law. This includes products purchased during sales events such as (but not limited to) Boxing Day, Black Friday, in-person sample or seconds sales, flash online promotions, or any other discounted sales events.
  • Items which are not considered to be in their original, saleable condition 
  • Custom orders, original paintings or commissioned works
  • Art prints that have been opened or removed from protective packaging

FAULTY OR DAMAGED GOODS

We carefully check and pack every order, but if your item arrives faulty, damaged, or incorrect, we will always make it right.

  • First, we will offer a replacement of the same item wherever possible.
  • If a replacement is not available, we will provide a store credit so you can choose another piece you’ll love.
  • Refunds are only offered if neither a replacement nor store credit is available, or where required under Australian Consumer Law.

Please contact us within 7 days of delivery with clear photos so we can resolve it promptly.

For faulty, damaged, or incorrect items, we will cover the cost of return shipping.

INTERNATIONAL ORDERS

For international orders, returns are accepted only if the item is faulty or damaged. We are unable to accept change-of-mind returns from outside Australia.

REFUNDS

  • Refunds are offered for faulty or damaged items only.
  • Refunds are processed to your original payment method once the return is received and approved.
  • Depending on your bank or payment provider, refunds may take several business days to appear.
  • For change-of-mind returns, a store credit or exchange will be provided.

HOW TO START A RETURN

  1. Email us at sales@kirstenkatz.com within the required timeframe.
  2. Include your order number, item details, and photos if the item is faulty or damaged.
  3. Once approved, we’ll send instructions for returning your item.

FINAL NOTES

  • We recommend using a tracked postage service for all returns; we cannot be responsible for items lost in transit.
  • If your order was a gift, we can issue a gift credit so the recipient can choose something they’ll love.
  • Shipping costs are non-refundable unless the item is faulty or damaged.

IN SUMMARY

  • Change of mind: Exchange or store credit (14 days; exclusions apply).
  • Faulty/damaged: Refund, replacement, or store credit (we cover return shipping).
  • International: Faulty/damaged only.

Once we receive your returned parcel, we’ll inspect it and process your replacement, store credit, or refund promptly.