Return policy of Heart & Soul Whisperer Art Gallery

Our goal at Heart and Soul Whisperer Art gallery is your complete satisfaction with your purchase.

Please email by clicking here or call us immediately at 613-9629-7664 (Between 10 AM- 6PM Melbourne Australia Time) immediately if there is any discrepancy with your online order.

Here’s what to expect when you need to return an item.

Our Art falls into two category. One is hardcopy, a print that we posted out and the second is Digital copy, an item that is downloadable on our server once paid.


Due to the nature of digital photography and the fact that photographic files once downloaded, cannot be returned; we have a strict NO REFUNDS POLICY. Once a transaction has been completed (i.e.,  the buyer selected and paid for the photo and then we sent the buyer the correct photograph) it is then considered  non-refundable.

Refunds will NOT be given due to your mistakes of accidentally or incorrectly choosing a photo, not liking a  photo, selecting an incorrect photo after the buyer has already  received the photograph, or any other reason.

However, If a mistaken photo is sent to the buyer, as documented on the invoice, we will send the correct photo to the buyer free of charge.

Should the download fail we will allow additional downloads free of charge.

Please make your selection carefully before ordering as All sales of Digital Files are Final.


At the sole discretion of Heart & Soul Whisperer Art Gallery, we offer a 8 day return policy on any unused or damaged item, for either a replacement, a full refund, or an account credit. You may exchange it or return the item within 8 days from RECEIPT of items for Internet orders. You will receive a credit of Refund for the cost of the purchased item after it has been inspected for return to our inventory, within 8 days. If you receive item(s) that were believed to be damaged during shipping, please take photos of the items and packaging so that we can properly document.

Returned items must be in the original condition. Damaged items will be replaced with a like items, upon return.

We suggest insuring all return shipments to avoid any possible damaged-in-transit losses. Please re-use original packing materials if possible.

Should you return items that were placed using a promotional code, discount or offer, you will not be refunded for the amount of the code, discount or offer, as these discounts were deducted from the original purchase amount.

We will notify you via email of your refund once we have received and processed your returned items within 8 working days

Important: To prevent your return from being lost or damaged in the post. Please ensure you send your items via a protected satchel or box suitable for mail or courier transport that can be tracked and you have adequate insurance cover. We will not be held responsible for any items that are damaged or lost during a return.

How to return an item

Before you request a return, you must inform our staff via email prior to shipping a return in order to receive proper instructions and authorization. You can EMAIL US.

Depending on the item, you may have different return options.

To return an item for a refund or replacement:

  1. Start a return request.
  2. Select the reason for the return.

3.Uploaded photos:If photos of the item would be helpful for documenting the condition of the item you received, you can upload photos.

Please include your full contact details purchase information including invoice number, and date purchased.

  1. Wait for a reply email from us giving you approval and a ‘Returns Authority’ number for your return
  2. Arrange return postage with us.
  • If you’re returning an item because we have sent an incorrect item,we are usually responsible for the cost of return postage. We may provide you with a return postage label, or agree on the postage cost and method and arrange reimbursement.
  1. Send the item back.

Write down the supplied ‘Returns Authority’ number on a copy of the invoice of the items and include this with your return.

Pack the item carefully and send it back to us. You must return the item within five business days of requesting the return. It’s a good practice to include tracking information when returning an item as this will be required for your refund.

  1. Upload tracking details (recommended).

Upload tracking details to us to let us know the item is on its way.

  1. We issue your refund.

We should refund you within six business days of receiving the returned item, IF it is not damaged.

Make sure to return the item back to us with Insurance

To send returns please EMAIL US to receive instructions.


Damaged Returns

We gladly accept any returns that follow the above return guidelines. However, art prints are very delicate, therefore you need to take extreme measures to ensure the items are returned undamaged. If we receive a damaged item as a return and we are unable to re-enter it into our inventory, we offer you the following options:

1) We can return the item(s) to you at no additional charge

2) We can refund 50% of the purchase price of the item(s)

3) We can offer you store credit for 50% of the purchase price of the item(s)

Things to keep in mind:

Your Fine Art Prints are created with the highest craftmanship and the Premium Quality Fine Art Archival Media available in a Museum printing grade technique. You are buying  individually custom made to the highest standard, as such created with so much time, labor and financial resources. The prints that you are buying or have bought are not the type of a cheap production line of Artworks. As such please read below:

  Please keep in mind we don’t accept return and give return for “remorse” or “change of mind” reasons, make sure you request a return by the time specified in the Return policy section of the listing.

      Follow our return instructions.

If you’re returning an item for a refund, send the item back to us within five business days of requesting the return (with tracking).

Return the item in the same condition as you received it.

All product packaging (boxes, etc.), original documentation such as invoice must be returned with the item.

Any items that have been damaged, or otherwise altered after delivery, won’t be accepted for return.

Before sending an item for return, photograph the item for your records.

Return postage costs

Whether you or us are responsible for return postage costs depends on our return policy and the reason for the return. In most cases, we require that buyers pay for return postage, unless an erroneous items was sent to you.

When you’re returning an item and we are responsible for return postage costs, you’ll need to agree on postage costs and method before you send the item back. We may provide you with a return postage label, or they may contact you to agree on the postage cost and method and arrange reimbursement.

Refunds when you’ve changed your mind

If you want to return an item because you’ve changed your mind, the item doesn’t fit, or you ordered it by mistake (what we refer to as ‘remorse’ reasons), we don’t accept return on those reasons and we don’t give refund.

Refunds when the item arrives damaged, or Item was not the correct Item ordered as in the Invoice

If you return an item because of the above mentioned reason, then your refund should be the total purchase price, including original postage. We also pay for the return postage costs and insurance.

When will you receive your refund?

We give a refund within six business days of receiving the returned item.


We may offer you the option of returning an item for a replacement instead of a refund. A replacement is an item that is exactly the same as the original item was described in the listing.


We may offer you the option of exchanging an item.

For exchanges – to a different size or item, for example –We ask that you contact us directly before starting a return.

Frequently asked questions about returns

What should I do if I missed your return time frame?

If you’ve missed the deadline to start a return, you can contact us to see if we are willing to accept a late return.

Why is it my responsibility to organize sending the item back?

As you have the item, it’s your responsibility to return the item to us in order to obtain a refund. You may be entitled to separately recover postage charges, but without returning the item back to us (unless we allows you to keep the item), you won’t be entitled to receive a refund for the item.

What happens if I started a return request but didn’t post the item back in time?

We ask that you send back the item to us within five business days. If six business days have passed since you started a return for a refund, and you haven’t sent the item yet, contact us to see if we still willing to accept your return.

I returned an item but haven’t received a refund. What should I do?

You can see the status of your return request in your Account and Shipment tab on our website – including tracking details for the return package (if available), when the item has been delivered us and when you can expect your refund. If it’s been six business days since the returned item was delivered to us and we haven’t refunded you, you may contact the courier or your post for possible delays, which could explained delayed return.

What should I do if I sent back an item, but you never received it?

We typically allow a little extra time for delivery. After sufficient time has passed, and we still haven’t received your returned item, you can ask us to step in and help.

What is not covered on Refund policy?

We are unable to return or refund monies on digital downloadable, electronic purchases and changes of mind or wrongly selected.

Legal rights

Please note that none of the above terms affect your legal rights under the Distance Selling Regulations. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

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