Returns & Refund Policy

I want you to be delighted with your artwork. If, for any reason, you change your mind, you may return eligible items within 21 days of receiving your order for a refund.

Eligible Returns

The following items may be returned:

• Original, non-personalised artwork.

• Standard prints and other non-personalised physical products.

Returned items must be:

• Returned within 21 days of delivery.

• In their original condition.

• Returned in their original packaging where possible.

• Suitable for resale.

Unless an item is faulty, damaged, or supplied incorrectly, the buyer is responsible for the cost of returning the item.

Framed Artwork

Every framed artwork is carefully packaged using protective materials to minimise the risk of damage during transit.

If your framed artwork arrives damaged, please contact me as soon as reasonably possible and, where possible:

• Take clear photographs of the outer packaging before opening.

• Take photographs of the internal packaging.

• Take photographs of the damaged artwork and frame.

Please keep all packaging until your claim has been reviewed, as it may be required by the courier.

If your artwork has been damaged during delivery, I will work with you to resolve the issue in accordance with your legal rights.

Return Process

Before returning any item, please contact me with your order number and the reason for the return.

Please package returns securely to prevent damage during transit. I recommend using a tracked and insured postal service, as I cannot accept responsibility for items that are lost or damaged while being returned to me.

Refunds will be processed after the returned item has been received and inspected. Where applicable, refunds will be issued using the original payment method.

Non-Returnable Items

The following items cannot be returned if you simply change your mind, unless they are faulty, damaged, or not as described:

• Personalised artwork.

• Commissioned artwork created to your specifications.

• Digital downloads once the download has begun.

• Monthly Animal Art Club memberships and digital membership content where access has already been provided.

• Gift cards.

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Refund Policy

Customer satisfaction is very important to me, and I will always do my best to resolve any issues fairly and promptly.

Physical Artwork

Refunds for eligible physical items will be processed in accordance with my Returns Policy once the item has been received and inspected.

Refunds will be issued using the original payment method.

Original delivery charges are non-refundable unless:

• the item is faulty;

• the item arrives damaged; or

• the incorrect item was sent.

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Damaged or Faulty Items

If your order arrives damaged or develops a fault, please contact me as soon as reasonably possible.

Photographs of the item and its packaging may be requested to help assess the issue and, where appropriate, submit a claim with the courier.

Where a product is confirmed to be faulty, damaged on arrival, or not as described, your rights will be handled in accordance with UK consumer law. Depending on the circumstances, you may be entitled to:

• a repair;

• a replacement; or

• a full or partial refund.

If a fault is reported within 30 days of receiving the item, you may have the right to reject it and receive a full refund under the Consumer Rights Act 2015.

Nothing in this policy affects your statutory rights.

Digital Downloads

Digital products are supplied immediately after purchase.

By purchasing and accessing or downloading digital content, you agree that supply begins immediately and acknowledge that, once the download or access has started, you lose your statutory 14-day right to cancel under the Consumer Contracts Regulations 2013.

Once digital content has been accessed or downloaded, refunds cannot be provided unless the content is faulty or not as described.

Monthly Animal Art Club

Membership fees are non-refundable once access to the month's exclusive digital content has been provided.

You may cancel your membership at any time. Your membership will remain active until the end of your current billing period, after which no further payments will be taken.

This does not affect your statutory rights where digital content is faulty or not as described.

Personalised and Commissioned Artwork

Personalised and commissioned artwork is created specifically to your requirements and is therefore exempt from the standard 14-day cancellation right under the Consumer Contracts Regulations 2013.

Once work has begun, cancellations and refunds cannot normally be accepted unless the artwork is faulty, damaged on arrival, or not as agreed.

If your commissioned artwork arrives damaged or has a fault, please contact me as soon as possible so I can work with you to resolve the issue.

Contact

If you experience any issues with your order, please get in touch. I will always do my best to resolve any concerns fairly and as quickly as possible.

Shipping & Delivery Information

I take great care to ensure that every piece of artwork is packaged securely and arrives with you in the best possible condition.

Processing Your Order

Orders are carefully prepared before dispatch to ensure they are packaged safely for transit.

Unless otherwise stated, physical orders are dispatched on Tuesdays and Thursdays. Orders placed after a dispatch day will usually be sent on the next scheduled dispatch day.

Where available, I use next working day delivery services after dispatch. Please note that delivery times are estimates and cannot be guaranteed.

If there is an unexpected delay in dispatching your order, I will contact you as soon as possible.

Shipping Costs

Shipping costs are calculated at checkout and vary depending on the size, weight and type of artwork purchased.

Framed Artwork

Framed artwork is more expensive to ship due to:

• The additional weight of the frame and protective glazing.

• The specialist packaging materials required to protect the artwork during transit.

• The limited number of courier services able to transport framed artwork safely.

• The cost of appropriate insurance during transit.

Mounted and Backed Artwork

Mounted and backed artwork is also sent using tracked and insured delivery services to provide additional protection during transit.

Packaging

Every order is packaged with great care using suitable protective materials to minimise the risk of damage during shipping.

Depending on the artwork, packaging may include:

• Protective sleeves.

• Acid-free tissue paper.

• Backing boards.

• Rigid mailers.

• Bubble wrap or foam protection where appropriate.

• Protective corner guards.

• Strong cardboard boxes designed for artwork.

Please retain the packaging until you have inspected your order, particularly if the parcel appears damaged.

Delivery

Delivery is made to the address provided during checkout. Please ensure your delivery details are accurate before completing your order.

Once your order has been dispatched, you may receive tracking information where available.

Although every effort is made to meet estimated delivery times, delays can occasionally occur due to circumstances outside my control, including:

• Courier delays.

• Adverse weather conditions.

• Industrial action.

• Customs processing (for international orders).

• High seasonal demand.

I appreciate your patience should these circumstances arise.

Safe Places and Delivery Instructions

If you wish your parcel to be left in a safe place or with a neighbour, this should be arranged directly with the delivery company using the tracking information provided, where this option is available.

Please note that choosing a safe place or alternative delivery location may affect the courier's liability once the parcel has been delivered in accordance with your instructions.

Damaged Deliveries

If your parcel arrives visibly damaged, please take photographs of:

• The outer packaging before opening.

• The internal packaging.

• The damaged artwork.

Please contact me as soon as reasonably possible so I can help resolve the issue.

Please keep all packaging until the matter has been resolved, as it may be required by the courier.

Responsibility for Delivery

I remain responsible for your order until it has been delivered to you in accordance with UK consumer law. If your order is lost or damaged during transit, please contact me and I will work with you to resolve the issue as quickly as possible.

Contact

If you have any questions about shipping or delivery before placing your order, please feel free to get in touch. I am always happy to help.