Refund and Returns Policy

Last Updated: 29 July 2026

1. Overview

Thank you for purchasing original hand-drawn collectible artworks from 3 Howto.

Each artwork is individually created, carefully inspected, and securely packaged before leaving our studio in Brisbane, Queensland, Australia.

Because our products are:

  • original handmade artworks;
  • delicate watercolour paintings;
  • collectible creative pieces;
  • carefully prepared individual works;

we have specific requirements for returns to protect the artwork and ensure a fair process for all customers.

This Returns & Refund Policy explains when returns may be accepted, the required return procedure, and the responsibilities of both the buyer and 3 Howto.

Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law or other applicable consumer protection legislation.

2. Eligibility for Returns

Returns may be considered in the following circumstances:

  • the artwork arrives damaged during shipping;
  • the item received is incorrect;
  • the artwork is significantly different from the description provided;
  • the product has a manufacturing or quality issue covered by applicable consumer law.

For approved returns, customers must contact us before sending any item back.

Returns sent without prior approval may not be accepted.

3. Change of Mind Returns

Due to the unique and fragile nature of original artwork, we do not generally accept returns simply because a customer changes their mind.

Examples of change-of-mind reasons include:

  • no longer wanting the artwork;
  • changing personal preference;
  • selecting the wrong artwork;
  • changing colour preference;
  • finding the artwork unsuitable for personal décor;
  • ordering by mistake.

We encourage customers to carefully review:

  • artwork images;
  • product descriptions;
  • dimensions;
  • materials;
  • shipping information;

before placing an order.

4. Protection Against Unreasonable Return Requests

To protect original artworks and maintain a fair purchasing environment, 3 Howto reserves the right to review return requests carefully.

We may refuse unreasonable or repeated return requests, including situations where:

  • a buyer repeatedly purchases and returns items without valid reasons;
  • multiple return requests are made from the same customer without genuine product issues;
  • the return reason does not relate to a product fault, damage, or incorrect order;
  • the customer does not follow the required return procedure.

Normally, repeated return requests from the same buyer exceeding two (2) approved return requests may be considered unreasonable unless there is a valid issue covered under Australian Consumer Law.

Each case will be reviewed individually.

5. Return Request Procedure

Before returning any artwork, customers must contact us through our Contact page and provide:

  • order number;
  • customer’s name and contact details;
  • reason for requesting a return;
  • photographs of the artwork;
  • photographs of the packaging;
  • photographs showing any damage or issue.

Customers must wait for written approval before sending any item back.

Do not return artwork without approval.

Unauthorised returns may be refused or returned to the customer at the customer’s expense.

6. Condition Requirements for Returned Artwork

Because original artworks are fragile and valuable, all approved returns must meet the following conditions:

The artwork must:

  • remain in its original condition;
  • not have been used, altered, framed, displayed, or modified;
  • be returned in the original packaging where possible;
  • remain protected from moisture, bending, scratching, or other damage.

For sealed or specially protected artworks:

The original package must not be opened unless required for inspection due to damage or an approved return reason.

If the original packaging has been opened, damaged, altered, or improperly handled, the return may not be accepted.

Any artwork returned with:

  • scratches;
  • stains;
  • folds;
  • water damage;
  • handling marks;
  • missing packaging materials;
  • signs of use;

may be refused or may result in a reduced refund.

7. Return Shipping Costs

Unless required otherwise under Australian Consumer Law:

The customer is responsible for return shipping costs for:

  • approved change-of-mind returns;
  • incorrect purchasing decisions;
  • personal preference changes.

Return shipping must use a secure and trackable service.

For valuable original artworks, customers are strongly encouraged to purchase shipping insurance.

3 Howto is not responsible for artwork lost or damaged during the return shipping process caused by insufficient packaging or unsuitable shipping methods.

8. Damaged Artwork During Delivery

If your artwork arrives damaged, please contact us within:

7 days of delivery

Please provide:

  • order number;
  • photographs of the artwork;
  • photographs of the packaging;
  • photographs of shipping labels;
  • details of the damage.

Please do not discard the packaging, as it may be required for a shipping claim.

After reviewing the evidence, we will provide an appropriate solution, which may include:

  • replacement where possible;
  • repair where appropriate;
  • refund;
  • another remedy required under Australian Consumer Law.

9. Refunds

Once a returned item has been received and inspected, we will notify the customer of the outcome.

Approved refunds will be processed through the original payment method.

Refunds may exclude:

  • original shipping costs where permitted by law;
  • return shipping costs;
  • customs duties;
  • import taxes;
  • brokerage fees;
  • other charges imposed by third parties.

Refund processing times may vary depending on:

  • payment provider;
  • bank processing times;
  • international payment systems.

10. International Returns

For international customers, additional considerations apply.

Customers are responsible for:

  • return shipping costs;
  • customs documentation;
  • export requirements;
  • import/export fees;
  • taxes or charges associated with returning the item.

Customers must ensure the return shipment complies with both Australian export requirements and the destination country’s regulations.

11. Incorrect Address or Unclaimed Orders

Returns caused by:

  • incorrect delivery information;
  • refusal of delivery;
  • failure to collect a parcel;
  • unpaid customs charges;

are not considered product faults.

Any additional costs, including:

  • return shipping;
  • customs charges;
  • carrier fees;
  • re-delivery costs;

may be deducted from any refund where permitted by law.

12. Final Sale and Special Items

Certain items may not be eligible for return, including:

  • personalised artworks;
  • commissioned artworks;
  • customised products;
  • specially made items created according to customer requirements.

Any exceptions will be clearly stated before purchase.

13. Australian Consumer Law

Nothing in this Returns & Refund Policy removes, restricts, or replaces your rights under the Australian Consumer Law.

If a product is faulty, unsafe, not as described, or does not meet consumer guarantees required by law, you may be entitled to an appropriate remedy.

14. Contact Us

If you have questions about returns, refunds, or your order, please contact us before sending any item back.

Website:

https://3howto.com

Thank you for supporting 3 Howto and our original hand-drawn collectible artworks.