Last updated: 4 October 2026
We want you to love what you buy from Creative Flair by Sana. This policy explains how returns and refunds work. It sits alongside your rights under the Australian Consumer Law, which cannot be excluded.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the product, you are entitled to a replacement or refund. You are also entitled to choose a repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, incomplete or not as described:
- Contact us within 7 days of receiving it by email or WhatsApp.
- Include your order number and a photo of the problem (and the packaging, if it was damaged in transit).
- We will offer a replacement, the missing items, or a full refund, including any delivery cost you paid. You will not need to pay to send a faulty item back.
Change of mind (art kits and physical products)
We are happy to accept change-of-mind returns on unopened, unused art kits within 14 days of delivery or pickup.
- The kit must be in its original, sealed condition.
- You pay the cost of returning it to us, and the original delivery charge is not refunded.
- Once we receive and check the item, we will refund the product price to your original payment method within 5 business days.
For hygiene and quality reasons, we cannot accept change-of-mind returns on kits that have been opened or used.
Items that cannot be returned for change of mind
- Custom orders, personalised items and commissions, because they are made especially for you.
- Digital downloads, once they have been downloaded or accessed, because they cannot be “returned”. If a file is faulty or does not open, contact us and we will fix it, replace it or refund you.
- Sale items, unless they are faulty.
Original artwork
Original paintings are one-of-a-kind. If a painting arrives damaged, we will work with you on a refund or a suitable solution. Change-of-mind returns on original artwork can be discussed case by case within 7 days of delivery, provided the artwork is returned in its original condition and packaging at your cost.
How to start a return
Email creativeflairbysana@gmail.com or message us on WhatsApp with your order number and the reason for the return. We will reply with the return details. Please do not send items back without contacting us first.
Refunds
Approved refunds are made to your original payment method. Depending on your bank or PayPal, it can take a few extra business days for the money to appear.