BUYERS GUARANTEE

Money-Back Guarantee and Return / Refund Policy

When you buy art from Heart & Soul Whisperer Art Gallery, you are doing so through Heart & Soul Whisperer Art Gallery Pty Ltd. The art for sale here is a handpicked selection of the art available on the Gallery.

Heart & Soul Whisperer Art Gallery  Pty Ltd offers a money-back guarantee on all online purchases of pieces of art.  You have 14 days from the date of dispatch to return the items in question and receive your refund or store credit for future spending or exchange with another photographs.

What’s covered?

General coverage, applicable to all works:

Damage to the work itself.

The item you receive differs significantly in size from the one shown on our website.  Please keep in mind that the mentioned overall sizes of artworks are only approximations.

Delivery of improper art work, i.e. work that you did not order

What’s not covered?

This guarantee does not cover you changing your mind after our 2 days cooling off period.

Two Days Cooling Off period

For your peace of mind, we offer 2 days cooling off period. During which time, you can cancel an order or change the order. After 2 days, we will start with the process of printing and processing your order. After 2 days cooling off period, cancellation of order due to change of mind is no longer allowable. Your prints are PRINT-ON-DEMAND, specifically custom made to fulfil your order. Given the significant production costs and fine art materials cost required for printing,  all orders after the  2 days cooling off period, are non-cancellable, non-returnable, non-exchangeable, and non-refundable.

What if it’s damaged in transit?

It is critical that you inspect your parcel when it arrives to ensure that it is received in excellent condition and undamaged. The delivery driver must document any damage in order to claim insurance. If the driver is not notified, we will be unable to file an insurance claim or offer you with a refund.

Will the colors match what I see on my screen?

 We take great care in producing consistent, well balanced prints and do our best to represent the photographs as accurately as possible on the website. Unfortunately due to variations in monitors and calibration differences it is impossible to match the prints exactly to what you see, they’re generally pretty close though!

RETURN POLICY ON PRINT-ON-DEMAND PIECES

Please chose carefully because we do not refund or exchange for change of mind returns. All  of our print-on-demand artwork pieces are custom-made, or made-to-order in the size and frame of your choice, and as such, we are unable to offer returns or exchanges.

All sales are final. We do not offer refunds, returns, or exchanges for our artworks. Our dedication to quality and originality guarantees your investment in these one-of-a-kind products. Your satisfaction is our top priority.

RETURN POLICY ON READY- MADE PRODUCTS

If you are dissatisfied with your purchase of a ready-made product, we offer a 14-Day Satisfaction Guarantee and you may return it within 14 days of receipt (you are responsible for any relevant return shipping costs) and receive store credit for a future purchase. Ready-made products include photography books and mass produced posters or prints. Items must be returned in new condition, with all original packaging and no signs of usage or wear.

You have 14 days from the date you received it to notify us. Select from:

You can receive store credit or a refund to your original payment method with a 20% processing fee deducted from the total amount.

Returns policy: what you need to know

-We urge that you preserve evidence of postage for any returned item(s), because we cannot consider a claim for returned products lost in transit without it.

-Our business order warranty only covers poor workmanship or damage during transportation.

-We cannot reimburse shipping expenses for orders delivered outside of the UK (unless the product is defective or damaged).

-We cannot provide goods in exchange for those you return, just replacements.

-Please be aware that all Special commissions, Special Collection, Limited Edition & Open Edition artworks and eGift Cards are FINAL SALE and are not eligible for returns.

– Returns are not allowed for artwork that has been stretched, cropped, or manipulated in any way after purchase.

-If unsure if a particular product is eligible for returns or exchange, you can contact us for confirmation.

Please choose carefully when purchasing as the below items are not eligible for Change of Mind returns:

-Special commissions, Special Collection, Limited Edition & Open Edition artworks and eGift Cards

-Any items purchased as part of a promotional period, floor stock, clearance page.

-Any bespoke size/designed products outside of our standard range of sizes & designs.

-All products that have already been used and not in a resalable condition.

All prints that has been installed or partially installed.

All rolled prints that have been framed by a third party.

Can I exchange my limited edition artwork for a different photograph?

Each Limited Edition or most of our print-on-demand pieces is made to order. As a result, we are unable to change your artwork once order is placed.

Can I cancel my limited edition artwork?

You have 2 days cooling off period. After this 2 days cooling off period, we can no longer accept cancellation.

All pieces are custom orders. Production of the acquired work(s) commences immediately after purchase, and shipment is scheduled as soon as possible after completion. As a result, the work(s) are not cancelable, returnable, or refundable at any time. Given the significant production costs required after production has begun, any request to cancel an order or otherwise modify the created picture (e.g., increasing or decreasing size, changing image, etc.) will result in a 50% restocking fee.  Because of our shipping and manufacturing schedules, manufactured and sent work(s) are non-cancellable, non-returnable, non-exchangeable, and non-refundable.

What if I received the incorrect item?

If you received the incorrect item in your order or are missing one, please go to your account on and request a refund.

1. Go to ‘Your Orders’
2. Select ‘Return/Refund’ for the appropriate order.
3. Confirm receipt of the package and choose the reason for return as ‘Wrong item was sent’. You may also provide photographs and/or comments to help explain.
4. Confirm the return information and then click ‘Next’.
5. If there is no need to return your goods, the final step is to choose your refund option. You can obtain your refund as a credit balance or by crediting your original payment method. Make your decision and then click ‘Submit’.
6. If you need to return your item(s), you will be able to select your return method. Choose your return and refund methods. Then click ‘Submit’.
7. Print and tape your return label to the outside of the package. The first return for any order is free. Mail your package to the nearest Australia Post, and you’re done!

After you apply for a return, you must return your product within 14

Got a Question? We’d love to hear from you — contact us anytime.
Bring emotion and elegance to your space.
Explore timeless art made to move you.
Your story, beautifully expressed in art.

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At Heart & Soul Whisperer Art Gallery, every coloured and black and white photograph tells a story beyond sight—an emotional journey captured in light, shadow, and soul. Founded by visionary artist Dr Zenaidy Castro, our curated collections—spanning landscapes, waterscapes, abstract art, and more—offer a timeless elegance that transcends fleeting trends. Whether enriching private residences, corporate offices, healthcare facilities, hospitals, or hospitality spaces, our artworks are designed to transform environments into sanctuaries of memory, beauty, and enduring inspiration. Let your walls whisper stories that linger—reflections of art, spirit, and the love that connects us all.

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