Refund Policy

Refund Policy

This Refund Policy outlines the conditions under which refunds or replacements may be issued. By placing an order, you agree to the terms below.

Custom and Personalised Artwork

Custom and personalised pieces are created specifically for each customer and are therefore non-refundable and non-returnable once work has begun or the item has been completed.

This includes commissioned artwork based on submitted images or specific requests.

Original and Made-to-Order Artwork

All original artworks, photographic works, and made-to-order pieces are unique and produced in limited or one-off form.

For this reason, refunds and returns are not accepted for change of mind. Customers are encouraged to be certain before purchasing, as these works are not mass-produced and cannot be resold in the same way.

Damaged or Faulty Items

All items are carefully packaged using protective materials, including bubble wrap, protective paper, and rigid “do not bend” boards where appropriate. Framed works are securely packaged to minimise risk during transit.

In the rare event that an item arrives damaged or faulty:

• You must contact us within 48 hours of delivery

• Clear photographic evidence of the damage must be provided

Once confirmed, a fair resolution will be offered. This may include:

• A replacement (where possible)

• A repair

• A full or partial refund, depending on the situation

Non-Delivery

If your order does not arrive within a reasonable timeframe, please get in touch. We will investigate with the shipping provider and work towards a resolution where appropriate.

Refund Process

If a refund is agreed, it will be issued to the original payment method within a reasonable timeframe.

Important Information

This policy does not affect your statutory rights under UK consumer law, including your rights in relation to faulty or misdescribed goods.

Contact

For any refund-related queries, please contact:
tilsmedia@hotmail.com