Returns & Refunds Policy
At Von Reinhaart Atelier (“we”, “our”, “VRA”), every piece is handled with great care and prepared for shipment with professional packing standards. Because many of our works are unique, limited, and/or hand-crafted, our returns policy is intentionally structured by product category.
This policy applies to purchases made through our website.
1) Change of Mind Returns
We do not accept returns or offer refunds for change of mind, including (but not limited to):
- personal preference or taste
- ordering the wrong item
- changes in circumstances
- incorrect size/fit expectations (where measurements and details were provided)
- delays outside our control (e.g., customs or courier network disruptions)
2) Product Categories
A) Original Artworks (One-of-One)
Original artworks are unique, irreplaceable works.
No returns / no refunds for change of mind.
If an original artwork arrives damaged in transit or is materially not as described, we will provide a remedy in accordance with Australian Consumer Law.
Because originals cannot be replaced, resolution is typically handled via our shipping insurance claim process (where applicable).
Original artworks are shipped fully insured (unless stated otherwise on the product page).
B) Handwoven Textiles (Limited / Handcrafted)
Our textiles are handcrafted and may be limited.
No returns / no refunds for change of mind.
If a textile arrives damaged, is faulty, or is materially not as described, we will (where possible) offer a replacement first.
If a replacement is not available, we may offer a refund or another suitable remedy consistent with Australian Consumer Law.
C) Prints (Editioned / Reproducible)
Prints are editioned and typically replaceable.
No returns / no refunds for change of mind.
If a print arrives damaged, is faulty, or you receive the wrong item, we will offer a replacement or refund (depending on availability and your preference).
3) Transit Damage or Faults: How to Request a Remedy
To help us resolve your request quickly, you must contact us within the timeframes below:
- Original artworks: within 24 hours of delivery
- Textiles: within 24 hours of delivery
- Prints: within 24 hours of delivery
Your email must include:
- Order number
- Clear videos of the item and packaging (including shipping label)
- A short description of the issue
- Requirement: a short video showing the damage
Important: Please keep all original packaging until your claim is resolved. Insurers and couriers may require packaging for assessment.
4) What Happens Next (Assessment & Resolution)
Once we receive your request:
- We may ask for additional videos or packaging details.
- If transit damage is confirmed, we will proceed with either:
- Insurance claim handling (common for originals), and/or
- Replacement shipment (common for prints and textiles), and/or
- Refund or partial refund where applicable.
We reserve the right to decline a claim if evidence is insufficient, if the issue was caused by misuse, or if the damage occurred after delivery.
5) Returns Shipping & Handling
Where a return is required:
- We will provide instructions before you ship anything back.
- If the issue is confirmed as fault/damage/not as described, return shipping may be covered or reimbursed as required by law.
- If a return is approved, items must be returned in the condition received, with all included materials.
6) Packaging, Minor Variation & Care Notes
Because artworks and handcrafted textiles are photographed and displayed across different devices:
Minor differences in colour may occur due to screen calibration and lighting and do not automatically constitute “not as described.”
Natural variations in weave, texture, and hand-finished detail are part of the intended character of handcrafted items.
Where an item is described as handmade or limited, small variations are expected and are not considered defects.
7) Australian Consumer Law (Non-Excludable Guarantees)
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits any rights you may have under Australian Consumer Law.
8) Contact
To request a remedy, submit a support request.
Please include your order number and video evidence as outlined above.