Returns & Refund Policy
I want you to feel completely confident when purchasing an original painting. If your artwork isn't quite right for you or your space, I offer a 30-day returns policy on eligible original paintings, whether you're in the UK or overseas.
30-Day Returns
You may request a return within 30 days of receiving your original painting.
To initiate a return, please email paul@paulwilliams.art with your order details.
I'll provide the return address and instructions for safely returning your artwork.
Paintings should be returned in their original condition, preferably using their original protective packaging. Please retain your proof of purchase.
Delivery Formats
UK Mainland: Original paintings are available stretched and ready to hang, or rolled for stretching locally. Both options include complimentary delivery.
International: All original paintings shipped outside the UK mainland are supplied rolled, securely packaged in a protective tube. Complimentary delivery is included.
Return Shipping
If you're returning a painting because you've changed your mind, you're responsible for the cost of return shipping.
I strongly recommend using a tracked, fully insured delivery service appropriate for the value of the artwork.
UK customers should return paintings in the format in which they were received, using suitable protective packaging.
International customers should return their rolled paintings securely packaged in a suitable protective tube. Please contact me before arranging an international return so that any necessary customs documentation can be discussed.
If an artwork arrives damaged, defective or incorrectly supplied, I'll arrange an appropriate resolution in accordance with your statutory rights, including covering reasonable return shipping costs where required.
Damaged or Incorrect Artwork
Every painting is carefully inspected and packaged before dispatch.
Please examine your artwork when it arrives. If it has been damaged in transit, is defective or is not the artwork you ordered, contact me as soon as possible at paul@paulwilliams.art.
Where possible, please include photographs of the painting and its packaging.
I'll work with you to resolve the issue promptly.
Commissions and Bespoke Artwork
Original paintings created specifically to your personal requirements, including bespoke commissions, are generally excluded from change-of-mind returns.
This does not affect your statutory rights if an artwork is faulty, damaged or not as described.
Sale and Discounted Artwork
Sale and discounted original paintings are covered by the same returns policy as full-price artwork, unless a lawful exception applies.
Refunds
Once your returned painting has been received, I'll inspect it and confirm the refund arrangements.
Eligible refunds will be issued to your original payment method.
For cancellations covered by statutory cancellation rights, refunds will be made within the legally required timeframe, generally within 14 days of receiving the returned artwork or satisfactory evidence that it has been sent back, whichever is earlier.
For returns accepted under my additional 30-day policy, refunds will normally be processed within 14 days of receiving and inspecting the artwork.
Your bank or card provider may take additional time to credit the refund to your account.
Your Statutory Rights
This 30-day returns policy is offered in addition to your statutory consumer rights.
For most eligible UK online purchases, you have a legal right to cancel within 14 days of receiving your order, followed by a further 14 days to return the goods.
Where statutory cancellation rights apply, refunds will include the original standard delivery charge where applicable. Complimentary delivery does not create an additional delivery refund.
Customers outside the UK may have additional rights under the consumer protection laws applicable to their purchase.
Nothing in this policy limits or excludes your statutory rights.
Questions?
If you have any questions about delivery, returns or refunds, please contact me at paul@paulwilliams.art.
I'm always happy to help.