Refund Policy
Effective Date: 1st June 2025
Soulmate Artist is owned and operated by Branwell Pty Ltd (ABN 38 642 130 676). We specialise in creating personalised digital artwork, including custom soulmate sketches and readings. Each item is uniquely crafted to order and digitally delivered.
No Change-of-Mind Refunds
Due to the made-to-order nature of our products, we do not offer refunds for change of mind. Under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), digital products that are customised and delivered electronically are non-refundable unless faulty or not delivered as described.
Non-Refundable Items
The following digital items are non-refundable and cannot be exchanged or returned:
- Custom soulmate drawings
- Personalised readings
- Gift cards
- Any other digital content sent via email
Once your digital order has been fulfilled and sent, it cannot be cancelled or refunded.
Faulty or Missing Orders
We are committed to providing high-quality digital products. If your order is:
- Not received within the promised 24 hours,
- Contains a technical error, or
- Does not match the description provided,
you may be entitled to a remedy under Australian Consumer Law. Please contact us at: 📧 [email protected]
Include your order number, a description of the issue, and any relevant screenshots. We will respond within 1 business day and will make reasonable efforts to resolve the matter.
Delivery Information
All digital orders are emailed to the address provided at checkout within 24 hours. Please ensure your email is entered correctly. We are not responsible for delays caused by incorrect email addresses or email delivery issues outside our control (e.g., spam filters), but we will assist in resending if notified.