Opening your studio…
Opening your studio…
CLEAR AND CONSIDERED
A clear path back to the store, with your chosen artwork attached.
Our goods come with guarantees under the Australian Consumer Law. If something is wrong with what you receive, you’re entitled to a remedy, and nothing in this policy limits your rights.
You see your portrait before you pay. Each project includes a free watermarked preview and one refinement, so you can choose the version you love. Please check the portrait, the crop, any printed name and your product choices carefully: your order uses exactly the version you approve.
Because every portrait and physical product is made to order, we don’t offer refunds or exchanges if you change your mind. That includes choosing a different style, size or product after ordering, or deciding you no longer want a digital portrait once it’s ready to download.
Your photo guides a new artwork rather than an exact copy, so your portrait won’t be identical to your photo. If you’re unsure, use your refinement before you buy. We can’t refund a portrait you chose because it doesn’t look quite how you hoped, but if something is wrong that you couldn’t see in your preview, tell us and we’ll help.
If your product arrives damaged, has a printing fault, isn’t the portrait or product you ordered, or doesn’t arrive, we’ll put it right. Depending on the problem, we’ll replace it or refund you; for a major problem you can choose a replacement or a refund. Colours on physical materials can look a little different from your screen; a product that matches the portrait you approved within that normal range isn’t faulty.
If your file won’t download, is damaged or isn’t the portrait you chose, tell us and we’ll send the right file or refund you.
Open your order and choose “Get help with this item”, or email rosie@woofspark.com.au with your order number. Photos of the product and the packaging help us sort things out quickly. Please get in touch as soon as you can after delivery.
You won’t usually need to send a faulty product back. If we do need it, we’ll arrange the return and pay for it.
We refund to your original payment method, and we’ll let you know when your refund has been processed. Your bank may take a few more business days to show it.
If we refund a digital portrait, you can still download it until your original 90-day access ends. A refund for a physical product doesn’t change a digital portrait you bought with it.
Your digital portrait is ready to download as soon as your payment is confirmed, so a digital order can’t be cancelled for a change of mind after payment.
Physical products are made to order, so contact us as soon as possible if you need to cancel. If your product hasn’t gone to our print partner yet, we’ll cancel it and refund the product. If it has, we’ll ask them to stop it; your request stays pending until they confirm, and we’ll let you know the outcome. Once printing has started, we can’t cancel for a change of mind. A cancellation request isn’t a cancellation until we confirm it to you, and cancelling a physical product doesn’t affect a digital portrait you bought with it.
Email rosie@woofspark.com.au with your order number, or use the help form on our Help page. We reply within two Australian business days.