Sturdy, fit-for-purpose packaging materials are used to protect all work from harm during transit.
You are entitled to exercise your consumer rights to return or request a refund on an item which arrives broken or damaged, or is lost in the post. I always use a postal service which includes cover for these instances.
Adequate proof of any damage or issues would be required. Notice of this would be required within 48 hours of delivery by email ([email protected]). See further information below regarding what to do if artwork arrives damaged.
For ready-made artwork, you have the right to cancel an order within 14 days. Notice of cancellation must be provided in writing, via email ([email protected]). You will be refunded without delay if the item has not yet been sent.
If the item is already dispatched when notice of cancellation is provided, the refund is processed once the unwanted item has been safely returned in the same condition it was sent. The consumer must cover the delivery cost for returning unwanted goods. This may require purchasing new packaging to ensure a safe return.
Please note this does not apply to commissioned work. This will say so clearly on the commission contract before work begins.
If you wish to cancel a contract once work has begun, the deposit paid upfront is non-refundable.*
*Deposits paid upfront are non-refundable because they cover initial labour, time, and raw materials.
What to do if artwork arrives damaged
Document everything before you touch the parcel. Photograph the outer box from all angles, capturing any dents, punctures, or crushed corners. Film yourself opening the package, as this proves the damage was not caused by your unpacking. If the artwork itself is scratched, torn, or has a broken frame, photograph it against a plain background with a ruler for scale.
Contact me immediately with your evidence. At inspiredheart-kb, every piece travels with protection against transit damage, so you are not left absorbing the cost of a courier’s mistake. I will typically file a claim with the courier service on your behalf, but they need your documentation to do so. Do not attempt to repair the artwork yourself, as this voids most insurance policies and return agreements.
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