Refund policy

Last updated: 09/04/2026

Overview

I want you to feel confident when buying from Abigail Hemmings Art. This policy explains when returns, refunds, repairs, or replacements may be available.

This policy does not affect your statutory rights.

Commissions

Commissioned artwork is made specifically for you and is therefore non-refundable except where the item is faulty or arrives damaged.

Because clearly personalised or custom-made items are exempt from the normal online cancellation right, change-of-mind returns do not apply to commissions.

If a commissioned piece arrives damaged:

  • please contact me as soon as possible with photo evidence
  • if the damage is repairable, I may ask for the artwork to be returned so I can repair it
  • if the damage is not repairable, I will arrange an appropriate remedy, which may include redoing the artwork at no extra cost

Originals and prints: change-of-mind returns

If you buy an original artwork or print online and change your mind, you may request a return within 14 days of delivery, provided:

  • the item is not a commission or other personalised/custom-made item
  • the item is returned in its original condition
  • the item is returned in its original packaging where possible
  • you notify me within 14 days of receiving it

After notifying me, the item should be returned within 14 days.

For eligible cancellations, refunds are generally due within 14 days of the returned item being received back, or proof of return being provided earlier. The refund should normally include the original standard outbound delivery cost, but not any upgrade above standard delivery.

Return postage

Unless the item is faulty, damaged, or sent in error, return postage is the buyer’s responsibility.

I recommend using a tracked and insured return service, as returned items remain your responsibility until they arrive safely back with me.

Condition of returned items

Returned items must be in resaleable condition unless they are being returned because they are faulty, damaged, or incorrect.

If an item has been handled more than necessary or returned in a diminished condition, I reserve the right to reduce the refund where legally permitted. UK guidance allows sellers to deduct for diminished value where goods have been used beyond what would be reasonable to inspect them as in a shop.

Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or incorrect, please contact me as soon as possible and include:

  • your name
  • order number
  • a short description of the issue
  • clear photographs where relevant

Depending on the circumstances, I may offer:

  • a repair
  • a replacement
  • a refund
  • another appropriate remedy

Under UK consumer law, goods must be of satisfactory quality, fit for purpose, and as described.

Non-returnable items

The following are non-returnable unless faulty, damaged, or incorrect:

  • commissioned artwork
  • personalised or custom-made items
  • any item clearly marked as non-returnable for hygiene or similar lawful reasons, where relevant

How to request a return

To request a return, please contact me first at:

contact@abigailhemmings.co.uk

Please do not send items back without contacting me first.