Refund Policy

Ella May Studio | Art That Speaks

Last updated: 16 October 2026

At Ella May Studio, every piece is created with care, intention and attention to detail.

All of our products are handmade, hand-finished, produced in small batches or created as one-of-a-kind artworks.

We want you to feel confident when purchasing from us and understand our returns and refunds process.

1. Change of Mind

As a small independent creative business, we do not offer refunds or exchanges for change of mind.

This includes situations where you:

Change your mind after purchasing.
Decide you no longer want or need the item.
Select the wrong size, colour or design.
Find a similar item elsewhere.
No longer require an item purchased as a gift.

We encourage you to carefully review product descriptions, dimensions, colours and photographs before placing your order.

This policy does not affect your rights under Australian Consumer Law.

2. Handmade & One-of-a-Kind Products

Our collections include original artworks, sculptures, framed inspirational tiles, soothing stones, wellness vessels, jewellery, accessories and other handmade objects.

Because all pieces are individually created and hand-made, slight variations in colour, texture, shape, pattern and finish may occur.

These variations are part of the character and individuality of handmade products and are not considered faults.

However, if an item has a defect, is not as described or does not meet applicable consumer guarantees, you remain entitled to the remedies provided by Australian Consumer Law.

3. Faulty, Damaged or Incorrect Items

We take great care when creating, inspecting and packaging your order.

If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible.

Please include:

Your order number.
A brief description of the issue.
Photographs of the item and packaging, if available.

Photographs help us understand the problem, but they are not a mandatory condition of your statutory rights.

We will assess the issue and work with you to provide an appropriate remedy.

Under Australian Consumer Law, you may be entitled to a repair, replacement or refund depending on the nature of the claim.

4. Returns Under Australian Consumer Law

All products sold by Ella May Studio come with consumer guarantees that cannot be excluded under Australian Consumer Law.

These include guarantees that products will be of acceptable quality, fit for their disclosed purpose and match their description.

Where a product fails to meet a consumer guarantee, we will provide the remedy required by law.

For a minor problem, we may be entitled to offer a repair within a reasonable time.

For a major problem, you may be entitled to reject the product and choose a refund or replacement, subject to the requirements of Australian Consumer Law.

Nothing in this policy limits or excludes your statutory rights.

5. Custom & Personalised Orders

Custom-made and personalised products are created specifically for you.

For this reason, we do not accept change-of-mind returns or exchanges for these items.

Once production has commenced, cancellation or modification may not be possible.

However, if a customised product is faulty, incorrectly made or does not match the agreed specifications, your rights under Australian Consumer Law continue to apply.

6. Return Shipping Costs

Where an item is returned because it fails to meet a consumer guarantee, reasonable return shipping costs will be covered or reimbursed by Ella May Studio as required by Australian Consumer Law.

Please contact us before returning an item so we can discuss the most appropriate return arrangements.

For large, fragile or difficult-to-transport items, we will arrange collection where required by law.

7. Refund Processing

Once a refund has been approved, it will generally be issued to the original payment method.

We aim to process approved refunds within 5 business days.

The time taken for funds to appear in your account may depend on your bank or payment provider.

Where required by Australian Consumer Law, refunds will include the applicable original delivery charges.

8. Lost or Damaged Deliveries

We carefully package our products and use Australia Post for deliveries within Australia.

If your parcel arrives damaged, is missing items or does not arrive, please contact us so we can investigate and assist.

We may contact Australia Post to investigate the delivery issue.

Your rights under Australian Consumer Law are not affected by the use of a third-party delivery provider.

9. Workshop Bookings & Cancellations

Workshop booking conditions, including cancellations, transfers and refunds, will be provided when booking.

If Ella May Studio cancels a workshop, you will be offered a full refund or the option to transfer to another suitable session.

10. How to Contact Us

If you have any questions about a return, refund or exchange, please contact us.

Ella May Studio | Art That Speaks

Melbourne, Victoria, Australia

Email: ellamaystudio@outlook.com

Please include your order number where possible so we can assist you promptly.

We appreciate your support of independent Australian art and handmade design.

Every Ella May Studio creation is made with care, and we are committed to treating our customers with the same consideration.

ELLA MAY STUDIO art that speaks