COATES WILLOW CHARCOAL

Online Purchases

(please scroll down for our In-store Purchases refund policy)

Change of mind

Please choose items carefully as we do not provide refunds or exchanges for incorrect choice or change of mind for online purchases.

You are entitled to a refund

When the product:

• Has a fault that the customer did not know about at the time of purchase
• Does not do the job that the customer was led to believe it would do
• Does not match the sample or description the customer was shown

Under these circumstances, customers may negotiate with staff so an appropriate solution is found such as repair, replacement or refund.

When are customers not entitled to a refund?

• When they changed their mind about a product. This includes when a customer has found a cheaper product elsewhere, has bought a gift that is unsuitable, or their circumstances have changed and they no longer require the goods.
• If a customer knew, or should have known about a fault when the goods were bought, for example when sold as ‘damaged’ or seconds.
• If they are unable to prove from whom and when the item was purchased.

Proof of Purchase

Please note that all returns, refunds, exchanges or repair requests must be accompanied by any of the following Proof of Purchase documents:

• Original Tax Receipt/Invoice
• Bank statement showing transaction total and date of purchase

Refund Method

There is no time limit for the return of goods which meet the criteria listed above under ‘When are customers entitled to a refund’.

Please email Art Shed Brisbane prior to returning the goods (sales@artshedbrisbane.com.au) and provide the following: invoice number; product name; reason for refund request; submit an image if possible; include all your contact details).  
Once a return has been approved, we will organise the return of the goods (in the case of faulty goods, Art Shed Brisbane will be responsible for return postage costs). Once we receive the goods, you will receive your refund via your original payment method within 14 working days.

In-store Purchases

Change of mind

Please choose items carefully as we do not provide refunds for incorrect choice or change of mind for in-store purchases.

Exchanges for change of mind (In-store only):

If you have changed your mind about a product purchased at Art Shed Brisbane (not online) you can exchange the product for store credit or other items.

• Exchanges are not available for the following products: individual pens & markers, paint, sprays, face paints and books, unless they have an unbroken seal to prove they have not been used.
• Proof of purchase must be provided by the customer.
• Goods must be in merchantable quality i.e. in original packaging so they are able to be resold.
• Store Credits are valid for 12 months from the date of exchange.

You are entitled to a refund

When the product:

• Has a fault that the customer did not know about at the time of purchase
• Does not do the job that the customer was led to believe it would do
• Does not match the sample or description the customer was shown

Under these circumstances, customers may negotiate with staff so an appropriate solution is found such as repair, replacement or refund.

When are customers not entitled to a refund?

• When they changed their mind about a product. This includes when a customer has found a cheaper product elsewhere, has bought a gift that is unsuitable, or their circumstances have changed and they no longer require the goods.
• If a customer knew, or should have known about a fault when the goods were bought, for example when sold as ‘damaged’ or seconds.
• If they are unable to prove from whom and when the item was purchased.

Proof of Purchase

Please note that all returns, refunds, exchanges or repair requests must be accompanied by any of the following Proof of Purchase documents:

• Original Tax Receipt/Invoice
• Bank statement showing transaction total and date of purchase
• Art Shed Brisbane Loyalty Card information held in the ASB database

Return Locations for Retail Purchases

Goods purchased in-store can only be returned to the Art Shed Brisbane retail store. You will be required to provide ‘proof of purchase’ and fill in a ‘Refund Authorisation Form’ with your contact details at the store.