How do I request a refund?

If you need to request a refund, there are a few steps to take. Please read the following procedures and policies, and if you still have questions, call our Customer Experience Team on 1800 555 079.

Refund Policy

Every endeavour will be made by yourtown to ensure that supporters of our Art Unions and donors are provided with clear and concise information when purchasing Art Union tickets or making a donation.

In accordance with Australian consumer law, yourtown is not obligated to provide a refund for any 'change of heart' decision related to the purchase of a ticket in our Art Unions or donations made to yourtown. However, where an individual believes that an administrative error has been made by them or yourtown, then yourtown will consider the refund on a case by case basis.

Where we have made an error or where there has been a genuine mistake made by the purchaser, yourtown will provide a refund in accordance with legislative requirements or specific Art Union licence conditions. Refunds are only valid in open Art Unions and will be payable on return of tickets to yourtown.

Requesting a refund

All requests for refunds must be made by the person who originally purchased the tickets or made the donation. Refund applications should be addressed to the Head of Marketing and Fundraising and provide information as outlined below:

• Proof of purchase or donation made
• The payment date
• The amount of the payment to be refunded
• The name of the payee (the supporter or donor)
• A reference number such as a Customer Account Number or Tax Receipt (if known), and
• The reason for the refund request.

Where requests are made via telephone, additional security information may be required to confirm the identity of the person requesting the refund.

How do I request a refund?

All refund requests related to our Art Unions or donations to yourtown or Kids Helpline can be sent by any of the following contact methods:

• Email: support@yourtown.com.au or tickets@yourtown.com.au
• Mail: GPO Box 2469, Brisbane QLD 4001
• Phone: 1800 555 079 or +61 7 3368 1444 (Intl.)

Alternatively, individuals may lodge a request for a refund or return of goods via our website Feedback Form.

How soon can I expect a refund?

All refund requests will be logged into our systems and will be investigated and responded to within 20 business days.

How will I be refunded?

yourtown will only refund in Australian dollars (AUD). The method of refund will be the same as the purchase method.  A refund will only be processed back to the credit card or bank account that was initially charged, with the exception of cash. In the event that a supporter has purchased via cash, the refund will either be made via cheque or direct deposit.

What if my refund is denied?

You can send an appeal request to our Chief Executive Officer at the contact details below, who will review your appeal and advise the outcome within 20 business days.

• Email: support@yourtown.com.au or tickets@yourtown.com.au
• Mail: GPO Box 2469, Brisbane QLD 4001

I would like to cancel my myplace membership and I want a refund for tickets in the current Art Union.

To request the cancellation of your myplace ticket subscription and a refund for tickets in the current draw, please either:

• Email: support@yourtown.com.au or tickets@yourtown.com.au
• Mail: GPO Box 2469, Brisbane QLD 4001
• Phone: 1800 555 079 or +61 7 3368 1444 (Intl.)

Alternatively, individuals may lodge a request for a refund or return of goods via our website Feedback Form.

Once yourtown has received this request you will receive confirmation of your request either via email or phone.