Refund policy

Return & Refund Policy

Every Ellierose print is made to order especially for you. Because each piece is individually produced, we’re unable to offer returns or exchanges for change of mind.

Damaged, defective, or incorrect items
If your order arrives damaged, has a printing defect, or isn’t what you ordered, we’ll make it right with a free replacement or full refund — your choice. Simply contact us at support@ellierosewallart.com within 14 days of delivery with your order number and a photo of the issue. There’s no need to return the original item.

Lost or undelivered orders
If your order hasn’t arrived within the estimated delivery window, contact us and we’ll investigate with the carrier. Orders confirmed lost in transit are replaced or refunded in full.

Order changes and cancellations
Production begins quickly after you order. If you need to change or cancel, email us within 12 hours of purchase and we’ll do our best to accommodate you before printing starts.

Customers in the EU and UK
The statutory 14-day right of withdrawal does not apply to goods that are made to the consumer’s specification or clearly personalised, which includes our made-to-order prints. This does not affect your rights where an item arrives damaged, defective, or not as described — in those cases the section above applies and you are entitled to a remedy.

Your consumer rights
Nothing in this policy limits your rights under the Australian Consumer Law or equivalent consumer protection laws in your country. The 14-day period above is the window in which we ask you to report an issue so we can resolve it quickly — it is not a limit on any statutory remedy you may be entitled to. If a product is faulty or not of acceptable quality, you are entitled to a remedy regardless of the timeframes above.

Questions? We’re here: support@ellierosewallart.com