Refund policy
Every Palmers Art painting is hand-painted to order, especially for you. Before it ships, we email you a photo of your finished piece for approval. Because of this, our returns policy has two parts.
1. Damaged, faulty or not as approved
Please check your painting as soon as it arrives.
If it is damaged in transit, faulty, or differs from the photo you approved, contact us within 72 hours of delivery with a few photos of the issue and of the packaging.
We will then offer you a replacement painted to the same specification, or a refund. The return is free: we send you a prepaid label. Refunds are issued to your original payment method within 5 working days of our decision.
If you contact us after this 72-hour window, we may not be able to offer a free return, and return shipping costs would then be your responsibility.
2. Changed your mind
You have 30 days from the day of delivery to return your painting if it is not right for your space.
To be eligible, the painting must be unused, undamaged and returned in its original packaging. Please contact us first with your order number and the reason for the return, and we will send you the return address and instructions.
As each piece is made to order:
- return shipping is at your expense, and must be sent with a tracked or signed-for service (we recommend insuring the parcel, as we cannot refund items lost or damaged on the way back);
- we refund the painting to your original payment method within 5 working days of receiving it.
3. Cancelling your order
You can cancel your order free of charge within 24 hours of placing it.
After that, your piece may already be in progress. If so, we'll let you know whether cancellation is still possible and whether any fees apply.
Exceptions
We cannot accept change-of-mind returns for paintings that have been hung, altered, or damaged after delivery, or for returns notified more than 30 days after delivery.
Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.