Last updated: 19 September 2026
We want you to feel confident purchasing from Natalie Martin. This policy explains our approach to exchanges, returns and refunds for physical products, online courses, digital products, workshops and gift cards.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
We’re happy to consider an exchange if you change your mind about a physical product.
Please contact us within 14 days of receiving your order. Approved items must be returned within 30 days of delivery and must be:
unused and in their original condition
in their original packaging
accompanied by a receipt or other proof of purchase.
To request an exchange, email info@nataliemartin.com.au before returning your item.
Approved exchanges should be sent to:
Natalie Martin
55B Ashmore Road
Torquay VIC 3228
Australia
Please do not send an item back before contacting us.
For change-of-mind exchanges, you are responsible for the cost of returning the original item and sending the replacement item. We recommend using a tracked postal service, as we cannot process an exchange until the returned item arrives.
We do not generally offer refunds for change of mind on physical products. This does not affect your rights under the Australian Consumer Law.
Please inspect your order when it arrives and contact us as soon as possible if an item is faulty, damaged or different from what you ordered.
Email info@nataliemartin.com.au with:
your name and order number
a description of the issue
clear photographs of the item and packaging, where relevant.
We will assess the issue and work with you to provide an appropriate remedy.
Depending on the circumstances and your rights under the Australian Consumer Law, this may include a repair, replacement, refund or another suitable solution.
If we confirm that an item has a fault or was damaged or incorrectly supplied, we will cover or reimburse reasonable return postage where a return is required. You do not need to lodge a claim directly with Australia Post or another delivery provider before contacting us.
Sale items are not eligible for a change-of-mind return or exchange unless otherwise stated.
However, sale items remain covered by the Australian Consumer Law. If a sale item is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee, you may still be entitled to a remedy.
Eligible online courses include a 30-day satisfaction guarantee where this is advertised on the course product page.
If your course does not meet your expectations, you may request a refund within 30 calendar days of the date your course access was first issued.
To request a refund, email info@nataliemartin.com.au and include:
your name
the email address used for your purchase
your order number, if available
the name of the course.
You do not need to prove that the course is faulty to use the satisfaction guarantee. We may invite you to tell us why the course wasn’t the right fit, but providing detailed feedback is optional.
If your request is received within the 30-day period:
we will refund the amount you paid for the eligible course
any discount applied to the purchase will be reflected in the refunded amount
the refund will generally be returned to your original payment method
if you paid using a gift card, the applicable amount will generally be returned to that gift card
your access to the refunded course and its downloadable materials will be cancelled.
The satisfaction guarantee applies once per person, per course. It must not be used to repeatedly purchase, copy or complete substantially all of a course before requesting a refund and repurchasing the same course.
If you purchase a digital bundle containing two or more courses, the 30-day satisfaction guarantee applies to the bundle as a whole.
A refund under the guarantee will cancel your access to every course included in the bundle. Individual courses within a discounted bundle cannot generally be refunded separately.
If an online course is purchased with a painting kit or another physical product, the 30-day satisfaction guarantee applies to the online course component.
The physical product component is governed by the physical product sections of this Refund Policy. We will explain the amount attributable to the physical product before processing the course refund.
Where applicable, we may give you the option to return an unused physical product for a refund of the complete bundle. Please contact us for return instructions before sending anything back.
If your course purchase included a physical bonus gift, we may ask you to return the unused bonus item when receiving a refund.
If we require the bonus gift to be returned, we will provide instructions and cover reasonable return postage. This will not affect your rights under the Australian Consumer Law.
Our voluntary satisfaction guarantee ends 30 calendar days after course access is first issued.
However, your rights under the Australian Consumer Law may continue beyond this period. The 30-day guarantee does not limit your right to a remedy if a course is faulty, materially different from its description, not supplied with due care and skill or otherwise fails to meet an applicable consumer guarantee.
Full details about course access, permitted use and the satisfaction guarantee are available in our Online Course Terms.
Because digital products such as downloadable templates and files are delivered or made available immediately, we do not generally offer change-of-mind refunds after the product has been accessed, downloaded or delivered.
Please read the product description and compatibility information carefully before purchasing.
If a digital product is faulty, cannot be accessed, is materially different from its description or otherwise fails to meet a consumer guarantee, please contact info@nataliemartin.com.au so we can investigate and provide an appropriate remedy.
Refunds, transfers and cancellations for workshops, classes, retreats and other events are governed by the cancellation conditions displayed on the relevant booking page or provided at the time of booking.
If Natalie Martin cancels an event, registered attendees will be offered an appropriate remedy, which may include a refund, transfer or rescheduled booking.
Nothing in an event-specific cancellation policy limits any rights you may have under the Australian Consumer Law.
Gift cards are not refundable or redeemable for cash because of a change of mind, except where required by law.
If a purchase made using a gift card is eligible for a refund, the applicable amount will generally be returned to the original gift card unless otherwise required by law.
If physical merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days without providing a reason, subject to any applicable exceptions.
Returned merchandise must generally be in the same condition in which it was received: unused, with any tags attached and in its original packaging. You must also provide a receipt or other proof of purchase.
Please contact info@nataliemartin.com.au before returning your order.
You are responsible for change-of-mind return postage unless applicable law requires otherwise. Any mandatory consumer rights that apply in your country are not affected by this policy.
We will let you know when we have received and assessed your return or refund request.
If a refund is approved, it will generally be issued to your original payment method within 10 business days. Refunds will reflect the amount you paid after any discounts or gift card payments.
Your bank, credit card provider or payment service may require additional time to process and display the refund.
If more than 15 business days have passed since we confirmed that your refund was issued, please contact info@nataliemartin.com.au.
For returns, exchanges, refunds or questions about this policy, please contact:
Natalie Martin
Email: info@nataliemartin.com.au
Website: nataliemartin.com.au