Refund policy

PG Gallery — Returns & Refunds Policy

Last updated: 15 August 2025
Applies to: purchases from PG Gallery, Melbourne (in-store and online within Australia)

1) Change-of-Mind Returns (our voluntary policy)

We want you to feel confident about your purchase. While the Australian Consumer Law (ACL) does not require refunds for change of mind, we offer the following voluntary option:

  • Eligibility: Applies to original, off-the-shelf artworks and prints.
    Not eligible: custom framing orders, made-to-order or commissioned works, clearance or marked-down items, gift cards, or items marked “final sale.”
  • Condition: The item must be in original, resaleable condition (unhung, unused, undamaged), with all certificates and packaging.
  • Timeframe: Notify us within 7 days of collection or delivery. Approved returns must be received by us within 14 days.
  • Outcome: We offer an exchange or store credit for the purchase price (no cash refunds). Store credit is valid for 3 years.
  • Proof of purchase: Required (receipt, invoice, or order confirmation).
  • Return shipping: For change-of-mind returns, you are responsible for shipping and insurance costs, and the item remains your responsibility until it is received and inspected by PG Gallery.

Please note: Returns received not in original condition may be refused or credited at a reduced value.

2) Items that are faulty, not as described, or otherwise covered by the ACL

Your ACL rights apply in addition to this policy. If an item has a major problem (e.g. unsafe, significantly different from description/sample, or not of acceptable quality), you are entitled to a refund or replacement. If the issue is minor, we will repair, replace or refund within a reasonable time.

PG Gallery will cover reasonable return shipping costs where required by law for faulty or misdescribed items.

3) Damage in Transit

  • When PG Gallery arranges delivery: We are responsible for ensuring your goods arrive safely. If your artwork arrives damaged, please contact us within 48 hours of delivery with photographs of the item and packaging so we can resolve the issue.
  • When you arrange your own courier: If you book and contract directly with a courier, responsibility for safe delivery passes to you once the courier collects the artwork. In this case, any damage must be resolved directly with your chosen courier.

4) Packaging & inspection

Please return items in secure packaging (ideally the original packaging). Once received, we will inspect the item within 5 business days and process the exchange, store credit, or ACL remedy.

5) Non-returnable items

  • Custom framing orders
  • Gift cards
  • Items marked “final sale” (unless faulty under ACL)

6) Contact

PG Gallery
227 Brunswick Street, Fitzroy VIC
Email: info@pggallery.com.au | Phone: 0480 624 664
Hours: Tues to Fri 10 -5.30pm Sat 11 - 5