Returns & Refunds Policy
Last Updated: September 2026
1. Overview
I want you to be delighted with your purchase. If you have any questions or concerns about your order, please get in touch and I'll do my best to help.
This policy explains your rights regarding returns, refunds, and cancellations for products and commissioned artwork purchased through my website.
2. Contact
For any questions about returns or refunds, please contact:
Juliana Mitchell-Jones
Email: contactjulianamitchelljones@gmail.com
3. Order Cancellations
For non-custom products, you may request to cancel an order before it has been dispatched.
If your order has already been shipped, the standard returns process will apply.
9.1 Refused or Uncollected Deliveries
If an order is returned to me because delivery was refused or the parcel was not collected, I will contact you to discuss either resending the item (additional postage charges may apply) or issuing a refund. Any refund may be reduced by the original delivery costs and any return-to-sender charges incurred.
4. Ready-Made Products
This section applies to physical products such as:
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Greetings cards
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Prints
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Original artwork
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Gifts and merchandise
4.1. Your Right to Return
If you change your mind, you may request a return within 14 days of receiving your order and must send the item back within a reasonable time after notifying me.
To qualify for a return:
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The item must be unused and in its original condition.
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The item must be returned in suitable packaging.
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You must contact me within 14 days of receiving your order.
Once the returned item has been received and inspected, a refund will be processed to the original payment method.
4.2. Return Postage Costs
Unless an item is faulty, damaged, or incorrect, the customer is responsible for return postage costs.
4.3 Return Instructions
Please contact me before returning any item. Return address details will be provided once your return request has been approved.
I recommend obtaining proof of postage when returning items, as I cannot be responsible for items lost in transit.
5. Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, or you receive the wrong item, please contact me as soon as possible, ideally within 7 days of delivery.
Please include:
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Your order number
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A description of the issue
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Photographs showing the damage or fault
Where appropriate, I will offer:
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A replacement
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A repair
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A full refund
6. Original Artwork
Original artwork may be returned in line with the Ready-Made Products section above, provided it is returned in the same condition as received.
Customers are responsible for ensuring artwork is securely packaged during return transit.
7. Custom Pet Portraits and Commissions
7.1 Cancellation Before Work Begins
You may cancel your commission and receive a full refund before work has started.
7.2 Cancellation After Work Has Started
Once work has begun, refunds may not be available as time and materials will already have been invested in creating your artwork.
If a cancellation request is made after work has commenced, any refund offered will be at my discretion and may be reduced to reflect work already completed.
7.3 Completed Commissions
As custom pet portraits and commissioned artwork are personalised products created specifically for you, they are non-returnable and non-refundable once completed and approved.
For the purposes of this policy, approval is deemed to have occurred once final artwork images have been accepted by the customer or the artwork has been dispatched.
This does not affect your legal rights if the artwork is faulty or not as described.
8. Digital Products
Where digital products are offered for download:
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Digital products cannot usually be returned once accessed or downloaded.
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Refunds will only be considered where the product is faulty or cannot be accessed due to a technical issue.
9. Gift Certificates
Gift certificates and gift vouchers are non-refundable and cannot be exchanged for cash, except where required by law.
Gift certificates may be used toward the purchase of products or services available through this website and must be redeemed before any stated expiry date.
9.1 Partial Redemptions
Gift certificates may be used as full or partial payment towards eligible purchases. Any remaining balance will remain available for future use until the gift certificate has been fully redeemed or has expired (if applicable).
If the value of a purchase exceeds the balance available on the gift certificate, the remaining amount must be paid using another accepted payment method.
10. Refund Processing
Approved refunds will be issued using the original payment method wherever possible.
Once approved, refunds are usually processed within 10 working days, although the exact time may vary depending on your payment provider.
If an order is returned to me because delivery was refused or the parcel was not collected, any refund may be reduced by the original postage costs incurred.
11. My Commitment
Customer satisfaction is important to me. If there is a problem with your order, please get in touch and I will work with you to find a fair solution wherever possible.
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
