Thank you for supporting independent art. Each original artwork is carefully prepared, packaged and shipped. This policy explains how cancellations, returns, refunds and delivery issues are handled. Nothing in this policy affects your statutory rights under UK consumer law.

 
Original Ready-to-Ship Artwork
 

For original artwork purchased online, you have 14 days from the day after delivery to notify me that you wish to cancel your order.

Once you have notified me, you then have a further 14 days to return the artwork.

Please contact me by email before returning an artwork so that I can provide the correct return address and packaging guidance.
Items must not be returned without prior notification.

You may carefully inspect the artwork, but it must be returned in its original condition and packaging wherever possible. You are responsible for any reduction in value caused by unnecessary handling, marking, damage or alteration.

This change-of-mind policy applies to ready-to-ship artwork purchased online. Artwork purchased in person is not eligible for a change-of-mind return unless agreed at the time of purchase.

Commissioned and Personalised Artwork
 

Commissioned, bespoke and clearly personalised artwork is made specifically for you and cannot normally be cancelled or returned simply because you have changed your mind.

The commission deposit is non-refundable once work has begun, as it contributes towards consultation time, planning, materials and time already committed to the project.

Progress photographs will be provided during the creation process, including an opportunity to approve the artwork before final varnishing and dispatch. Any requested alterations must remain within the originally agreed brief. Significant changes may incur an additional charge.

Commissioned artwork may still be eligible for a repair, replacement or refund if it is faulty, damaged, not as described or does not reasonably match the agreed commission brief. Your statutory rights are not affected.
 
Art Prints
 

For standard, non-personalised prints purchased online, you have 14 days from the day after delivery to notify me that you wish to cancel your order. After notifying me, you have a further 14 days to return the print.

Prints must be returned unframed or framed as originally supplied, in their original protective packaging wherever possible, and without marks, creases, scratches, tears or other damage. You may carefully inspect the print, but you are responsible for any reduction in value caused by unnecessary handling.

For change-of-mind returns, the buyer is responsible for return postage. Prints must be securely packaged and returned using a tracked service.

If a print arrives damaged, faulty, incorrectly supplied or not as described, please contact me as soon as possible and provide photographs of the print and packaging. An appropriate repair, replacement or refund will be provided.

Return Postage
 

For change-of-mind returns, the buyer is responsible for the cost of returning the artwork.

Because original artwork is unique and may be high in value, all returns must be securely packaged and sent using a tracked and fully insured delivery service. Please retain proof of postage until the return and refund have been confirmed.

The buyer is responsible for the artwork while it is being returned. A deduction may be made from the refund if the artwork is damaged because it was inadequately packaged or handled beyond what was necessary to inspect it.

Where an artwork is faulty, damaged on arrival or not as described, reasonable return costs will be covered by the artist.
 
Original Delivery Charges
 

When a qualifying online order is cancelled, the original standard delivery charge will be refunded.

If you selected an enhanced or express delivery service, any additional amount paid above the cost of standard delivery will not be refunded.

Artwork Damaged or Lost During Delivery
 

Please inspect the artwork and its packaging as soon as possible after delivery. If the artwork arrives damaged, please contact me as soon as reasonably possible, preferably within 48 hours,at info@natashahaynesgallery.com

Please include:

• Your name and order number

• Clear photographs of the damaged artwork

• Photographs of the exterior and interior packaging

• A photograph of the delivery label

• A description of the damage
   

Please retain all packaging while the matter is investigated, as the courier may require it when processing a claim.

Depending on the circumstances and the nature of the artwork, an appropriate remedy may include repair, replacement or refund.

The request to report damage within 48 hours helps me raise a courier claim promptly but does not affect your statutory consumer rights.

If an order does not arrive, please contact me so that I can investigate the shipment with the delivery provider.

Refunds
 

Once a returned artwork has been received, it will be inspected and you will be notified by email.

Approved refunds will be returned to the original payment method within 14 days of receiving the artwork back or receiving satisfactory evidence that it has been returned, whichever occurs first.

Your bank or payment provider may require additional time to display the refund in your account.
 
How to Contact Me
 

To request a cancellation, return or report a delivery issue, please email: info@natashahaynesgallery.com
Please include your full name, order number and the title of the artwork.
 

This version aligns the key clauses with current guidance on online returns and the personalised-goods exemption under the
Consumer Contracts Regulations 2013 and UK government refund guidance. It’s a practical website policy rather than formal legal advice.

 

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