Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it. You'll also need the receipt or proof of purchase.
To start a return, you can contact me at alex@alexconan.com.
If your return is accepted, you will send the item(s) back at your cost.
Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Australia, shipping your goods may take longer than expected.
You can always contact me for any return questions at alex@alexconan.com
Damages and Issues
Please inspect your order upon receipt and contact me immediately if the item is defective, damaged, or if you receive the wrong item, so that I may evaluate the issue and make it right.
Please take photos of the item in its originally packaging so I may take up a case with the shipping company. You can email these photos and your order number to alex@alexconan.com
Unfortunately, we cannot accept returns sale items, gift cards or commissioned pieces.
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.
European Union
If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As above, your item must be in the same condition that you received it and in the original packaging. You’ll also need the receipt or proof of purchase.
The withdrawal period expires 14 days after the day you (or a third party nominated by you, other than the carrier) receive the goods.
To exercise your right of withdrawal, you must notify us by email at alex@alexconan.com with a clear statement of your decision to withdraw from the purchase.
Once we are notified within the 14-day period, you then have a further 14 days to return the goods to us.
Returned items must be:
- Unused
- In their original condition
- Securely packaged
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
We will issue a refund within 14 days of receiving the returned goods (or proof of return), using the original payment method.
Important Exception – Custom & Personalised Work
The right of withdrawal does not apply to:
- Custom or personalised items
- Commissioned artworks
- Memorial altars made to order
- Any product made specifically to your specifications
By placing an order for a personalised or custom item, you acknowledge that your statutory right of withdrawal does not apply.
For orders shipped outside Australia, local import duties, VAT, and customs charges are the responsibility of the customer and are not refundable.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at alex@alexconan.com.