Refund policy

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Original artworks only:

  • Returns of original artworks are accepted within 14 days of receiving your order.
  • Original artworks must be in unused condition, and must be returned in the original secure packaging.
  • Original shipping costs (if applicable) are non-refundable.
  • You are responsible for (as a minimum) ‘tracked and signed for’ return shipping costs.

Full returns process:

  • Request a return by email as soon as possible within 14 days of receipt: art@susanmariewilliams.com.
  • Include your order number and reason for return.
  • Wait to receive authorisation for your return plus shipping instructions. Without authorisation your return will not be accepted and you could forfeit your refund.
  • Package the artwork securely in its original packaging.
  • Ship (as a minimum) ‘tracked and signed for’ to the address provided.
  • Keep proof of postage.
  • I will notify you once I’ve received and inspected your return and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded.
  • Your original payment method will be refunded. Processing time: 5-10 business days after receipt of return.

No exchanges/refunds/returns on:

  • Custom items
  • Art prints (all my prints are printed individually to order as required)
  • Personalised artwork.
  • Commissions.
  • Sale items.
  • Digital products.

Replacement for damaged items:

  • A replacement will be provided for items damaged in transit.
  • Please photograph any damage to packaging upon receipt and before opening.
  • Contact me within 48 hours of delivery if your artwork arrives damaged.
  • Include photos of the damage in your email.

Order cancellations/changes to orders:

If you would like to cancel or change your print order, please email me (art@susanmariewilliams.com) as soon as possible (3 days maximum). If I haven’t already processed and dispatched your order, I can cancel it or make changes.

After 3 days, as my art prints are a print-to-order item, these are classified as non-refundable and I am not obliged to cancel/refund or make any changes to your order.