Bespoke Products - Cancellation, Refunds & Returns

I am happy communicate with you to establish that a product is correct with you prior to sale - please be mindful I work to distant selling regulations:

In line with the distant selling regulations the consumer has the right to return goods they no longer wish to purchase as long as these gifts are not:

• Made to Order

• Bespoke Items

This is line with current Trading Regulations. Please note I cannot not refund on original paintings unless the product is in pristine condition in all ways including the framing if framing is included. 

Commission work deposits cannot be refunded if work has commenced.

In Line with UK Trading Regulations I will not issue refund on bespoke products where preliminary ideas and sketches are pre approved and the customer changes there mind on receipt of work.

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Products Damaged In Transit - Returns & Refunds

Artwork is package to the widely used standards for bespoke artwork.

Things of course could go wrong in transit and this should be made visible in my delivery confirmation photo from my courier company. if this is the case please contact me to let me know what has happened as soon as your product has been delivered - this will give you a stronger claim and allow us to rectify the situation quickly. Once I have received the information I need I will assess the situation and be able to advise you as to whether you are eligible for a refund. Please get in touch within 24 hours of delivery.

What you will need to do:

If your product is delivered damaged please contact me on 07973837166 and leave a message if I don't pick up or email me on erika_speirs@yahoo.co.uk

Please have your order confirmation number to hand plus the email address that your order confirmation was sent to and details of the problem. I may ask for a photo of the item (this can be taken on a phone) - this will help speed up the process.

If you are entitled to a refund due to damage we reserve the right to ask you to return the item before a refund is issued.

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Time Scale for Responses

I will aim to reply to emails within 1 to 2 working days. If you have left a weekday voice message then I will aim to return your call to you within 24 hours in working hours only.

Once I have all the information required to assess the refund claim if I agree a valid claim has been made I will refund within 2 working days of decision.

Late Delivery

I will not issue a refund for artwork that is delivered a few days later than expected due to circumstances beyond my control.

• Bad weather

• Strike by courier or postal services

If the artwork goes missing or is delivered very late then I will liaise with you to retrieve the work and issue a refund if required.

Return Costs

I do not usually cover the cost of returning goods.

Return Address

2 three stiles rd, Farnham, Surrey, GU97DE

Refund Payments

If I do agree a refund your payment will be reversed and will be paid back into the account you made your initial payment from.

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