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Refund and Return

We want you to be delighted with your purchase of our original paintings and drawings (the “Products”). This Refund & Return Policy explains your options if you need to return an item or request a refund. Please read this policy carefully before making a purchase.

1. Your Right to Cancel (UK & EU Customers)

1.1. If you are a consumer in the UK or EU, you have a legal right to cancel your order under the Consumer Contracts Regulations 2013 (or equivalent EU laws) within 14 days of receiving your Product, without giving a reason.

1.2. To exercise this right, you must notify us within 14 days of delivery by emailing [Your Email Address] with your order number and a clear statement of your intent to cancel.

1.3. You must return the Product to us within 14 days of notifying us, in its original condition (undamaged and unused), at your own cost (unless the Product is faulty or misdescribed). See Section 4 for return instructions.

2. Returns for Faulty or Misdescribed Products

2.1. If your Product arrives damaged, defective, or not as described on our website, please contact us within 48 hours of delivery at [Your Email Address] with your order number and photos of the issue.

2.2. We will arrange a return at no cost to you and, upon inspection, offer a full refund (including original shipping costs) or a replacement, subject to availability.

2.3. Under the UK Consumer Rights Act 2015, Products must be of satisfactory quality, fit for purpose, and as described. This applies to all customers, though the process may differ for international returns (see Section 5).

3. Returns for Change of Mind

3.1. For customers outside the UK and EU, or beyond the 14-day cancellation period, we do not accept returns or offer refunds for change of mind due to the unique, handmade nature of our Products.

3.2. Custom-made or commissioned artwork is non-returnable and non-refundable unless faulty or misdescribed, as these are made specifically for you.

4. How to Return a Product

4.1. Contact us at [Your Email Address] to initiate a return and receive a return authorization. Do not send items back without contacting us first.

4.2. Pack the Product securely in its original packaging (or equivalent) to prevent damage during transit. Include a copy of your order confirmation or a note with your order number.

4.3. Send the return to: [Your Return Address]. We recommend using a tracked and insured shipping method, as we are not responsible for items lost or damaged in transit back to us.

4.4. Return shipping costs are your responsibility unless the Product is faulty or misdescribed, in which case we will reimburse reasonable costs.

5. International Returns

5.1. For customers outside the UK, the process for faulty or misdescribed items is the same, but you may need to cover initial return shipping costs. We will reimburse these costs (up to a reasonable amount) upon confirming the issue.

5.2. Please note that you are responsible for any customs duties or taxes associated with returning the Product to the UK. We cannot refund import fees paid on the original shipment.

6. Refund Process

6.1. Once we receive and inspect your returned Product, we will notify you by email about the approval or rejection of your refund.

6.2. If approved, your refund will be processed within 14 days to your original payment method. This includes the Product price and, where applicable, original shipping costs (excluding additional fees for expedited shipping).

6.3. Refunds may take additional time to appear in your account depending on your bank or payment provider.

7. Non-Returnable Items

Custom-made or commissioned artwork cannot be returned or refunded unless faulty or misdescribed, as these are bespoke items created to your specifications.

8. Contact Us

If you have questions about returns or refunds, or need assistance, please reach out to us at info@michellavau.com.