Returns & Refund Policy

Please complete your online shopping with absolute confidence. With this in mind, we offer refunds and exchanges, with our returns policy as follows:

RETURNS POLICY:

  • For a full refund, or exchange you need to contact us and return the item to Shop 3, 114 Canterbury Road, Kilsyth, Victoria 3137, Australia within 21 days of receiving it.
  • Any returned item must be in perfect condition with no damage to the item or the packaging.
  • We recommend you use registered post or a trackable courier when returning an item, as we cannot accept responsibility for items lost in transit to us.
  • Exchange items will be processed as a return and a new sale and will incur shipping fees.
  • Any refund amount will be less the shipping charge paid (unless the item is being returned as faulty or damaged).
  • Where the order received free shipping, the refund amount will be less the shipping charge incurred by us.
  • Refunds may take 5-10 business days to appear in your account.
  • Shipping charges will be waived only if the returned item is faulty.

CHANGE OF MIND EXCLUSIONS

Please choose carefully when purchasing the following ITEMS as change of mind returns will not be provided on:

  • Custom made, monogrammed, personalised, or altered products
  • Gift Cards or Gift Vouchers
  • Framed Artwork / Original Artworks
  • Sale & Clearance Items

CONSUMER GUARANTEES

If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined time frame. However the Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Where an item is damaged through misuse or abnormal use, Innove will not provide a refund, exchange or repair. Innove will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

RETURN TENDER

Refunds for all purchases in stores and Innove online channels will be given using your original payment method, except in the following circumstances:

  • Where a credit or debit card was used to make the purchase, the cardholder and the same card must also be present, otherwise a Gift Voucher will be provided as the alternative.
  • If the purchase was made by Gift Card, a Gift Voucher will be issued for the refund amount.
  • If the purchase was made by PayPal the amount refunded will be provided through PayPal facilities.

GIFT OR BONUS WITH PURCHASE OFFERS AND BUNDLED ITEMS

Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in saleable condition, the value of any available refund will be reduced by the value of the gift or bonus.
In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.

PRIVACY WHEN MAKING A RETURN

We are committed to protecting your privacy. If you wish to access your information held by Innove in relation to returns, please email helenjoyart@gmail.com

REFUND VIABILITY

Refunds are not able to be processed by the our team until the item is returned in person at one of our stores (with proof of purchase), with items in tact (as mentioned earlier) or received through shipping channels.

WHERE ARE PRODUCTS SHIPPED FROM?

All our products are stored in the Yarra Ranges VIC. Products listed as available to order are in stock and ready for dispatch. 

HOW MUCH DO YOU CHARGE FOR STANDARD SHIPPING?

We are currently offering free standard shipping within Australia on all orders $300 and above, otherwise it is $10.00 flat rate for shipping and handling. 

*Original ART and stretched canvas prints are excluded from FREE SHIPPING Offer. Please contact us at helenjoyart@gmail.com for a shipping quote, we will get you the best price.

HOW LONG WILL MY DELIVERY TAKE TO ARRIVE?

All shipments are subject to availability. 

Standard orders placed Monday through Friday (excluding public holidays) will be processed and shipped within one-three business days, unless the products are on 'pre-order' status.

You will be notified of your order dispatch via email. 

Due to our location, most shipping is completed through Australia Post and sometimes Shippit (Couriers Please, Fastways, DHL & TNT). If you are based in a capital city (except WA & NT), you can expect your order to be delivered within 2-5 business days after dispatch. Regional areas and WA & NT tend to take anywhere from 5-10 business days.

If you have a preference of the courier/postal service you would prefer, please feel free to email the team and let them know so they can accommodate. 

Please note: The delivery times stated above are indicative only. Once a parcel has been dispatched, we have no control over the delivery time frame, however the location of your parcel can be seen from the tracking information provided to you upon dispatch.

Shipping times may be delayed through external courier parties due to government imposed COVID lockdown and processes. This is outside of our control. 

DO YOU OFFER INTERNATIONAL SHIPPING?

We do not currently offer international shipping automatically sorry, however can arrange on a case-by-case basis. To obtain a quote for shipping overseas, please email the team with shipping address and items and they will arrange. Helen Joy does not take responsibility for any additional fees or taxes relevant to the country the items are being posted to - this is the customer responsibility.­­­­­ 

CAN I TRACK MY ORDER?

You will be issued with a tracking number via email at the time of shipment in order to determine its location.

 

LOCKDOWN PERIODS: Please note that during lockdown periods, click and collect hours may be reduced. Your email notification advising that your order is ready for collection will advise of any changes to the standard collection hours.

Please note: If you select Store Pickup by accident or change your mind, you will be invoiced for shopping fees prior to order dispatch. If payment is not received, a refund will be processed in accordance with our terms and conditions.

WHAT IF MY PARCEL GETS LOST?

We will redeliver, replace or refund a parcel that is incorrectly addressed by us, but do not take responsibility for delivery addresses that are incorrectly provided or insufficient.

Upon notification of a missing parcel, an investigation will be lodged with the postal/courier provider, and you will be kept up to date with all relevant information as it comes to hand.

If the postal/courier provider cannot locate the missing parcel, we will arrange replacement of the item, if available, a credit for the store or a refund.

WHAT IF MY PARCEL GETS DAMAGED IN TRANSIT?

Our team takes extra care to make sure every package is wrapped and protected while balancing the need to reduce and reuse materials wherever possible. Over the past 18 months, we have only had a couple of parcels damaged during the shipping process and customers have been super impressed with our packing efforts.

In the unlikely event your package is damaged, we will arrange replacement of the item if available or a refund. Simply reach out to us via email at helenjoyart@gmail.com with your order details and evidence of the breakage to proceed with a replacement or refund.

CAN I CHANGE THE POSTAL ADDRESS AFTER PLACING AN ORDER?

Our team will accommodate a change in postal address after you have placed you order up until the point in time where your parcel has been dispatched.

Once dispatched you will receive notification of your parcels tracking. If you choose to redirect your parcel after we dispatch, you do so at your own risk, and we cannot take responsibility for your parcels delivery. Your request for this redirect would need to be made directly to the courier/postal provider as per the details in your tracking email.

As much as we would like to accommodate a redirect after the parcel has left us, we have never had any success with achieving a successful redirect and therefore you do at your own risk.

Please note however, we have not had any successful redirections

INSURANCE

We insure all original artworks in transit. In the rare case an artwork is damaged in transit, we have it fully covered. You can either be refunded in full, request the artist to create something unique for you or purchase any other piece off (store credit) immediately without having to wait for the insurance claim. 

Insurance cases are handled by us.

If the artworks are returned directly by you, they must be returned via a trackable and insured shipping carrier, and the tracking information must be provided to us.

Insurance is valid for the time the artwork is in transit only.