Returns & Refunds

I want you to be happy with your painting.

Buying an original artwork online is a little different from seeing it in person, so I understand that sometimes, when a painting arrives, it may not feel quite right for your space.

If you change your mind, you have the right to cancel your purchase within 14 days of receiving your artwork. There are a few simple things to know about returning it, which I've set out below.

Changed your mind?

If you decide that your painting isn't quite right for you, please contact me within 14 days of receiving it to let me know that you wish to cancel your purchase.

You don't need to give a reason.

Once you've told me that you wish to cancel, please return the painting within 14 days.

Return postage

If you're returning a painting simply because you've changed your mind, you are responsible for the cost of returning it to me.

Please use the original packaging wherever possible and take care when repacking the artwork.

I recommend using a tracked and insured service and keeping your proof of postage until your refund has been completed.

Your refund

Once the artwork has been returned, I'll arrange your refund using the same payment method you used to make your purchase.

Your refund will be made within the required 14-day period following receipt of the returned artwork or suitable proof that it has been returned, as applicable.

If the artwork has been handled more than would reasonably be necessary to examine it, and this has reduced its value, I may need to make a deduction from the refund.

How to return your artwork

1. Get in touch
Email me at carolynjrobertsartist@hotmail.com to let me know that you'd like to cancel your purchase and return your painting.

2. I'll confirm the arrangements
I'll confirm the return arrangements with you and provide the return address.

3. Pack it carefully
Please use the original packaging wherever possible, or suitable packaging that will protect the artwork during its journey.

4. Send it back
For a change-of-mind return, the cost of returning the artwork is your responsibility.

5. Your refund
Once the artwork has been returned, I'll arrange your refund in accordance with the timescales above.

What if my painting arrives damaged?

I take great care when packing your artwork, but occasionally things can happen during delivery.

If your painting arrives damaged, please contact me as soon as possible and, if you can, send me photographs of both the packaging and the artwork.

Please keep the original packaging until we've had a chance to discuss what has happened.

I'll work with you to put things right.

What if there is another problem with my painting?

If your artwork is faulty, damaged or not as described, your statutory consumer rights apply separately from the 14-day right to change your mind.

Please contact me as soon as you become aware of a problem and I'll do my best to resolve it with you.

Overseas purchases

I currently ask customers outside the UK to contact me before purchasing so that we can discuss shipping arrangements and costs.

If you're considering buying from overseas, please get in touch before placing your order and I'll be happy to help.

A little reassurance

Every original artwork is carefully checked, signed where appropriate and securely packaged before it leaves my studio.

I want your painting to arrive safely and for the whole experience — from choosing it to opening the parcel — to feel as good as possible.

Last updated: September 2026