Refund policy

THE POET'S MADNESS

Last Updated: 1 May 2025

Please note: This policy is an extract from our Terms and Conditions found here. The numbering and any references mentioned are relevant in the context of the full Terms and Conditions documentation and should be viewed as so.

 

7. REFUND AND RETURNS POLICY - CHANGE OF MIND

Due to the nature of the Products we offer, we do not offer refunds or returns due to 'change of mind' (subject to your rights under clause 6). We encourage you to take your time selecting the Products you wish to order.

8. REFUND AND RETURNS POLICY - FAULTY OR INCORRECT PRODUCTS

8.1. Notification of faulty or incorrect Products

If you believe any of the Products purchased on or through the Website are faulty, defective, have a problem, or are not what you ordered, please send us an email at gallery@thepoetsmadness.com within 7 days of receiving the Products, including the following information (Fault Notice):

  1. Your name;

  2. Date of purchase;

  3. Order number;

  4. Product(s) being returned;

  5. Reason for return;

  6. Photos of any fault or defect (if applicable); and

  7. Whether you would like a replacement Product of the same value (subject to availability) or a full refund of the Product.

8.2. Returns Process

  1. If, following receipt of a Fault Notice, we agree there is an issue with your Product:

    1. We will confirm our approval of your Fault Notice;

    2. Send you a prepaid shipping label;

    3. Within 7 days of receiving the prepaid shipping label, you must return the Product to us in its original packaging (if you no longer have this packaging, you will need to purchase additional packaging at your expense) and using the prepaid shipping label; and

    4. Subject to you following the requirements set out in this clause 8.2(a) and upon receipt of the returned Product at the designated return destination, you will be entitled to receive a remedy outlined in clause 8.3 below.

  2. If, following receipt of a Fault Notice, we are unable to determine whether there is an issue with your product, we will ask you to return the Product to us for further assessment. In such circumstances, we will:

    1. Inform you that further information is required to process your Fault Notice;

    2. Send you a prepaid shipping label;

    3. Within 7 days of receiving the prepaid shipping label, you must return the Product to us in its original packaging (if you no longer have this packaging, you will need to purchase additional packaging at your expense) and using the prepaid shipping label;

    4. Subject to you following the requirements set out in this clause 8.2(b), and upon receipt of the Product at the designated return destination, we will inspect the Product and inform you whether we agree there is an issue with your Product; and

    5. If we agree there is an issue with the Product, you will be entitled to receive a remedy outlined in clause 8.3 below; or

    6. If we do not believe there is an issue with the Product, we may, in our discretion, offer:

      1. An exchange for another Product of equal value;

      2. A gallery credit (Credit) equal to the value of the Product, which can be used to purchase Products from our Website and is valid for 1 year from the date you are provided the Credit; or

      3. Assistance from us to resell the Product on your behalf, subject to further terms, such terms to be agreed upon between us and you.

8.3. Remedies Available

  1. Incorrect Product delivered: Where a Product is returned under clause 8 and the Product is not the Product ordered, you are entitled (at your election and subject to availability) to a replacement Product of the same value or a full refund and we will pay for return shipping costs.

  2. Product delivered with faults, defects or other problems: Where a Product is returned under clause 8 and the product has a minor or major problem (as defined in the Australian Consumer Law), you are entitled (at your election and subject to availability) to a replacement Product of the same value or a full refund and we are responsible for paying return shipping costs.