Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be undamaged and in the same condition that you received it. It must also be in the original packaging.

Non-returnable items are:

• Gift cards
• Downloadable products
• Workshop Tickets

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds may be granted:

• Commissions once the painting is already in progress
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 business days.

Damaged Items

In the event that an artwork arrives damaged, please contact us at hello@rosannecroucher.com with photos of the item and the packaging, which will be needed to claim compensation from the shipping company. A refund or exchange will be arranged once shipping cover compensation has been received.

Workshop Tickets

In the event a workshop is cancelled, full refunds will be issued. You may also be eligible to transfer your ticket to an upcoming workshop.

Exchanges

We only replace prints if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@rosannecroucher.com

Original paintings if damaged cannot be exchanged, only refunded if eligible.

Workshop Tickets can be transferred to a different workshop if there is one available.

Shipping returns

To return your product, you should mail your product to: 1 Duncan Road, Hamilton 3200, New Zealand.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at hello@rosannecroucher.com for questions related to refunds and returns.