RETURNS AND REFUNDS POLICY
Bespoke Prints (Print-on-Demand)
Our print-on-demand products are produced individually following your order, according to the artwork, size and finish you select.
Where a product is made to your specifications and falls within the exemption for bespoke goods under the Consumer Contracts Regulations, production begins automatically shortly after your order is placed. Consequently, there is no right to cancel, amend, or return the product simply because you have changed your mind. Please ensure all order details, sizing, and selections are correct before completing checkout.
This does not affect your statutory rights if your product is faulty, damaged, incorrect or not as described.
Damaged, Faulty or Incorrect Print-on-Demand Products
Please inspect your order on delivery.
If your item has been damaged in transit, we ask that you contact us within 3 days of delivery where possible and provide photographs of the item and its packaging. This helps us investigate the damage promptly with our printer or delivery provider. This does not affect your statutory rights.
If your item is faulty, incorrect or not as described, please contact us as soon as possible at info@sarahdeanhunter.com and provide your order details and, where appropriate, photographs showing the problem.
We will assess the problem and arrange an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement or refund.
Please do not return an item before contacting us. We will provide return instructions where a return is required.
Original Artwork & Change of Mind Returns
Original paintings are unique, one-off artworks and are shipped fully insured.
Transit Damage (3-Day Notice Required): Please inspect your original artwork immediately upon delivery. If it has been damaged in transit, you must contact us within 3 days of delivery and provide clear photographs showing the damage to both the artwork and its packaging. This timeframe is required to allow us to investigate and file an insurance claim with the carrier, and does not affect your statutory rights. Please note that all delivery damage claims will be cross-referenced against the courier's official digital photo-on-delivery records.
Change of Mind: Because original paintings are not made-to-order, standard UK consumer distance selling laws apply. If you change your mind, you must notify us within 14 days of delivery. The artwork must be returned entirely undamaged, in its original condition and packaging, and at your own cost via a fully tracked and insured service. Upon secure receipt and inspection, we will issue a full refund for the purchase price of the artwork. We cannot refund items that are returned damaged.
Faulty or Incorrect Items: If an original artwork arrives incorrect or not as described, please contact us as soon as possible at info@sarahdeanhunter.com. Because an original artwork is unique and cannot be replaced, we will discuss an appropriate remedy (such as a return and refund) in accordance with your statutory rights. Where a return is required due to a fault or because the item is not as described, we will reimburse your reasonable return postage costs upon receipt of the returned artwork and proof of postage.
Please do not return an original artwork before contacting us. We will provide specific, secure instructions for any return that is required.
