Refund policy

With certain exceptions, we have a seven (7) day return policy which means you have seven (7) days after receiving your item to request a return if the item is damaged or has manufacturer faults.  We do not return items where you choose an incorrect size or change your mind. (refer to Refunds and Exchanges on Artwork below for specific policy on purchased Artworks)

To be eligible for a return and subject to the item's failure to meet a consumer guarantee, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need reasonable proof of purchase. 

To start a return, you can contact us at shipping@fish.asn.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at shipping@fish.asn.au.

Damages and issues 
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Certain products cannot be returned and include (but are not limited to) perishable goods, such as food, flowers or plants, hazardous materials, such as flammable liquids or gasses, gift cards or vouchers, personal care or hygiene products, altered or custom products.  Depending on the circumstances of your claim, you may be entitled to a refund or replacement. Please get in touch if you have questions or concerns about your specific item.

Artwork

All sales of artwork are final.  Subject to our obligations under Australian consumer laws, we only accept returns for refund or exchange for artwork damaged prior to shipment. All risk in artwork passes to you upon shipment. You may be presented with the option at the time you place an order to purchase insurance with respect to the delivery of your artwork. You are responsible for determining whether or not to purchase insurance, which insurance is governed by the separate terms and conditions provided to you.

Refunds and Exchanges on Artwork

Given the nature and value of artwork purchased from us, it is expected that you will undertake a detailed evaluation of the artwork upon delivery and contact us at shipping@fish.asn.au within seven (7) business days of delivery to alert us of any damage.  If your claim is accepted, we will provide you with a shipping number and arrange collection from the delivery address.  Upon receipt of the damaged item we will ship out a replacement, if available.  If a replacement is not available, we will refund the full purchase price of your artwork.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Late or missing refunds (if applicable) 
Please remember it can take some time for your bank or credit card company to process and post a refund.

If you haven’t received a refund within 10 business days of the date a refund was approved by us, please first check with your financial institution before contacting us at shipping@fish.asn.au.

Lost or Stolen Packages

FISH is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order, or packages lost or stolen in transit in the case of artwork. For further information, and for the full terms and conditions associated with lost or stolen packages, see clause 4 of our terms and conditions at [insert link to T&Cs].

Upon inquiry, FISH will endeavour to assist you in investigating the loss or theft by providing, where available, confirmation of delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.

Further information

For further information, and for the full terms and conditions associated with returns, see clauses 6, 7 and 8 of our terms and conditions at [insert link to T&Cs]. To the extent of any inconsistency between this policy and our terms and conditions, the latter prevails.