policy & procedures

  Introduction & Business Information Purpose

The pixel & prism policies outline the operational and customer service standards and are designed to create transparency, fairness and professionalism in all business dealings. Pixel & Prism Details Pixel & Prism is a sole trader structured business owned and created by Natasha Hughes. Pixel & Prism ABN: 313 221 396 53 Pixel & Prism operates in Lightning Ridge 2834, NSW, Australia. Pixel & Prism offers the opportunity to buy Australian Opal Gemstones, as well as Digital Art in the forms of colouring pages/books and finished pictures which are all original works. 

Customer Service Policy 

Pixel & Prism values all customers and aims to provide a respectful, responsive, and positive experience in every stage of communication and interaction. Communication policy Pixel & Prism customers will be treated with respect, courtesy, and patience. Likewise, Pixel & Prism expects to be treated with the same fairness. This goes with the understanding between all parties that abusive, inappropriate, discriminatory, harassing behaviour and/or language will not be tolerated. Response time policy Pixel & Prism is a small business therefore response times will vary between 1-4 business days. If your matter is urgent and/or time sensitive, please state this clearly in the form of communication you have chosen to reach out in. Pixel & Prism business hours: Monday - 12:00PM - 5:00PM Tuesday - 12:00PM - 5:00PM Wednesday - 12:00PM - 5:00PM Thursday - 12:00PM - 5:00PM Friday - 12:00PM - 5:00PM Saturday - Closed Sunday - Closed (please note that this is a sole trader business so hours will vary), Order Process Details will be provided clearly before any sale is confirmed with Pixel & Prism. Products of Pixel & Prism will be photographed and described accurately, as well as any questions answered honestly. Issue resolution If you receive a Pixel & Prism product and are unsatisfied, please contact within 7 days of receiving the order, please ensure to include your order number in which you are inquiring about along with a receipt of payment. Pixel & Prism will work with customers to resolve issues fairly and reasonably, within the return policy. Privacy & confidentiality Pixel & Prism will never sell or share any customers personal information. 

Payment Policy

Pixel & prism accepts only direct bank transfer, otherwise cash is acceptable for in person purchases. All payments must be made in Australian dollars (AUD) Payment terms For all and any goods purchased from pixel and prism payment must be received before goods are received Payment plans are available; the full cost of goods must be received before good are received by the customer Deposits The holding of goods is available if a non-refundable payment is received for the good you wish pixel and prism to hold, the deposit will be deducted from the final total. Late payment Invoices not paid by the due date may result in  Delayed delivery of goods and/or services  Cancellation of order(s)  Refusal of future services Pixel & prism reserves the right to charge late fees or discontinue service until payment is made in full, Refunds & Disputes All refund requests are subject to the conditions outlined in the refund & return policy, if you believe a payment was made in error, please contact me within 14 days of the transaction to resolve the matter. Security All payments are processed through secure, trusted platforms, I do not store credit card details and customer details are handled in accordance with my privacy policy and the privacy act 1988 Amendments Pixel & Prism reserves the right to update this payment policy at any time, clients and customers will be notified of changes in writing or through social media. 

Shipping & Delivery Policy

Pixel and prism shipping and delivery policy outlines the terms and conditions for shipment of physical goods, please read the policy carefully before making a purchase. Shipping locations Pixel & prism currently ships within Australia only, if you are located outside of Australia, please contact me before purchasing to see shipping availability and cost. Processing time After the payment of goods has been received in full All orders are shipped on Monday unless a public holiday has occurred in which case orders will be shipped out the next available business day Custom packing or special handling requests may extend the processing time, and customers will be notified of delays. Shipping methods and costs Pixel and prism ships through Australia post Shipping options include Standard shipping (with tracking & signature) $20 Express shipping (with tracking and signature) $25 For high value orders insurance is greatly recommended and will be calculated separately at checkout. Please note delivery times will vary depending on location and time of year as well as any natural disaster such as flooding, bush fire, etc. Risk of loss & insurance Once the parcel has been shipped pixel and prism is not liable for any loss, theft, or damage incurred during transit unless shipping insurance has been purchased If your order is lost or damaged in transit, please contact me to assist with lodging a claim where applicable. Packaging All opals are securely packaged using protective materials to prevent damage during transit where possible I encourage customers to reuse the packaging I have supplied. Local pick-up Local pick up may be available upon request, this must be arranged in advance and confirmed in writing. Policy updates Pixel and prism reserve the right to amend this shipping and delivery policy at any time updates will be posted via social media or sent directly to affected customers. 

Return and refund policy

Opal sales returns and refunds Returns are only accepted for physical opal products that are damaged during transit or significantly not as described. You must notify me of any issues within 7 days of receiving the item Items must be returned in unused and original condition, with all original packaging Refund conditions Refunds will only be issued once the item has been returned and inspected Refunds will be processed using original payment method Shipping costs are non-refundable unless the return is due to my error e.g. I sent the wrong item Return shipping is the buyer’s responsibility unless otherwise agreed Digital art refunds While the art is non-refundable unless you have received the wrong file, if you lose the file or art piece, I will happily replace it for free, please note you will need the order number and payment confirmation to receive a free replacement.  How to Request a Return or Refund To request a return or refund, please contact me at:  pixel.n.prism2834@gmail.com  0437514592 Within 7 days of receiving your order (for physical items), or within 48 hours of receiving a digital file. Please include: Your name and order/commission number A detailed description of the issue Clear photos (for damaged or incorrect physical items) Policy Updates Pixel and prism reserve the right to update or amend this policy at any time. Changes will be communicated through the official social media or in writing.

  Privacy Policy

Pixel and prism respect your privacy and is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy outlines how your information is collected, used, stored, and protected. What Personal Information Is Collected? I may collect the following information:  Full name  Email address  Phone number  Shipping address (for physical opal orders)  Payment details (processed securely via third-party providers)  Business details  Any other information you voluntarily provide during contact or transactions How Your Information Is Collected Personal information is collected directly from you when you:  Place an order  Fill out a contact or order form  Communicate via email, social media, or direct message  Participate in promotions, surveys, or giveaways (if applicable)  How Your Information Is Used  Your information is used for the following purposes:  To process orders  To communicate with you about your purchase or inquiry  To send receipts, updates, or important notices  To comply with legal obligations  To improve customer service and business operations How Your Information Is Stored and Protected Personal information is stored securely using password-protected devices and platforms. I use reputable third-party platforms (e.g. Australia Post) that comply with data protection standards. I take reasonable steps to prevent loss, misuse, or unauthorised access. Third-Party Disclosure Your information is never sold, rented, or shared with third parties for marketing purposes. Information may be shared with trusted third-party providers (e.g. payment processors, postal services) only to the extent necessary to fulfill your order or comply with legal requirements. Cookies & Website Analytics a website uses cookies or analytics tools, they may collect non-identifiable data to help improve your browsing experience (e.g., device type, time spent on site). You can manage your cookie preferences via your browser settings. Accessing & Correcting Your Information You have the right to: Access the personal information I hold about you Request corrections if your information is inaccurate or outdated Please email me at pixel.n.prism2834@gmail.com to make a request. Policy Updates This policy may be updated from time to time. Any changes will be posted on my website or provided directly to customers where appropriate. Contact If you have any questions or concerns about your privacy, please contact: Pixel & prism pixel.n.prism2834@gmail.com 0437 514 592 

Business Overview

Pixel & Prism offers: Digital art (delivered electronically) Natural opal gemstones for sale (shipped physically) All transactions are handled directly by the sole trader, Natasha Hughes, based in Lightning Ridge, NSW,2834. Pricing & Payment, All prices are listed in AUD (Australian Dollars) and are subject to change without notice. Full payment is required before delivery of any product or service. Accepted payment methods are listed in the [Payment Policy]. Invoices must be paid by the due date; late payments may result in delays or cancellation.  Opal Sales All opals are photographed and described accurately to the best of my ability. Due to the natural uniqueness of opals, colours may vary slightly depending on lighting and display settings. Once sold, opals cannot be reserved or exchanged unless eligible under the [Return & Refund Policy]. Shipping & Delivery Physical items are shipped through reputable couriers. Delivery times are estimates only. Risk of loss or damage passes to the buyer upon dispatch unless insured (see [Shipping Policy]). International buyers are responsible for customs duties and import taxes. Returns & Refunds Digital art is non-refundable once it has been downloaded. Opals may be returned under specific conditions outlined in the [Return & Refund Policy]. Intellectual Property I retain copyright on all original digital artworks unless otherwise agreed in writing. You may not resell, edit, or distribute the artwork without consent.  Customer Conduct All clients and customers are expected to engage respectfully and professionally. Abusive, harassing, or discriminatory behaviour will result in refusal of service and possible cancellation without refund. Limitation of Liability, Pixel & Prism is not liable for: Postal or courier delays beyond my control Losses due to inaccurate information provided by the client Issues arising from improper use of opals or misrepresentation by third parties Governing Law These Terms are governed by the laws of New South Wales, Australia, and any disputes will be handled in accordance with those laws Changes to Terms These Terms may be updated at any time. Any changes will be posted publicly and communicated when relevant. Contact If you have questions or concerns, please contact: Pixel & Prism  pixel.n.prism2834@gmail.com  0437 514 592 

Health and Safety Policy

At Pixel & Prism, I am committed to maintaining a safe, healthy, and respectful work environment—for myself, my clients, and any collaborators or visitors. This policy outlines the principles and precautions taken to minimise risk in all aspects of my operations, including digital artwork production and handling of opal gemstones. General Commitment As a sole trader, I: Comply with applicable health and safety legislation in Australia Identify and manage risks in my workspace Maintain clean, organised, and hazard-free work areas Take responsibility for ensuring personal well-being while working Workplace Environment My primary workspace is located at Lightning Ridge, NSW, 2834, Australia It is maintained with proper ventilation, lighting, and temperature control. I ensure all tools and devices (computers, lights, packing equipment) are kept in safe working condition.  Digital Art Safety Measures To support physical health while working digitally: I maintain an ergonomic desk setup to reduce strain on eyes, neck, and back I take regular breaks to avoid repetitive strain injuries I manage screen time and eye strain using appropriate software or screen filters Handling Opals & Physical Goods When working with or shipping opals: I use appropriate tools to handle, cut, or clean gemstones safely I wear protective eyewear or gloves if working with sharp tools or dust-producing materials I keep packaging materials (e.g. bubble wrap, cutting tools, tape) stored safely when not in use Postage & Delivery Safety All physical items are packaged carefully to reduce injury risk to both me and the recipient I avoid overexertion when lifting or handling shipping materials For local pickups or deliveries, I ensure safe and respectful handling of goods  Mental Wellbeing & Burnout Prevention I prioritise my mental health by managing workload and avoiding overcommitment I schedule time for rest, breaks, and recovery between projects  Emergency Procedures In the event of an injury, fire, or hazard: I keep a basic first aid kit in my workspace I have access to emergency contact numbers I review my environment periodically to ensure all tools and appliances are functioning safely Visitors & Collaborators If any person enters my workspace (e.g. client, assistant, delivery personnel), I ensure: Clear walkways and no tripping hazards Proper handling and demonstration of sharp tools or fragile stones Respectful and professional conduct is always maintained  Policy Review This Health and Safety Policy is reviewed annually or as necessary to reflect changes in business operations or workspace conditions. Contact For any concerns regarding health and safety related to my business activities, please contact: Pixel & Prism  pixel.n.prism2834@gmail.com  0437 514 592 

Environmental Policy

At Pixel & Prism, we are committed to operating with consideration for the environment and aim to reduce our environmental footprint wherever possible. Digital Art As a digital artist, my creative process is paperless. I choose digital mediums to help reduce material waste and avoid the environmental impact associated with traditional art supplies and shipping. Opal Sourcing & Sales The opals I sell are ethically sourced from Lightning Ridge, Australia, and are handled with care to reduce unnecessary waste. While opal mining does have an environmental impact, I support small-scale mining operations that use responsible and minimal-impact methods. Where possible, I:  Reuse packaging materials to reduce waste  Choose recyclable and compostable packaging  Consolidate orders to reduce shipping frequency and carbon emissions My Commitments  Reduce waste in packaging and printing  Choose eco-conscious materials where feasible  Encourage customers to recycle or reuse packaging  Explore and adopt more sustainable practices as my business grows  This policy is reviewed periodically to ensure it aligns with current best practices and my growing commitment to sustainability.  Conflict of Interest Policy At Pixel & Prism, I am committed to maintaining the highest standards of honesty, transparency, and integrity in all areas of my work. As a sole trader working in both digital art and the opal industry, I understand the importance of avoiding any situation where personal interests might conflict with professional responsibilities.  What Is a Conflict of Interest? A conflict of interest arises when personal, financial, or other considerations could compromise, or appear to compromise, the objectivity or fairness of business decisions or services.  My Commitments:  I will always disclose any situation where a personal relationship, financial interest, or external obligation could influence (or appear to influence) my business decisions.  I will never give or accept bribes, kickbacks, or secret commissions in any form.  I will remain impartial when working with multiple clients or suppliers and will not favour one party based on personal connections or incentives.  I will avoid working on digital art commissions or opal deals that involve undisclosed interests or unethical practices.  Reporting & Transparency If a potential or actual conflict arises, I will:  Notify the client or stakeholder as soon as possible  Offer full transparency about the situation  Work to resolve the matter fairly, including recusing myself from a transaction if needed  This policy ensures my customers, collaborators, and suppliers can engage with me in trust and confidence. Thank you for taking the time to read and understand Pixel & Prism Policies & Procedures, if you have any further question, I encourage you to contact me Contact Pixel & Prism Natasha Hughes PH: 0437 514 592 Email: pixel.n.prism2834@gmail.com