Refund policy

We want you to be absolutely happy with your artwork, for you to live with it in your home and make sure you are content with it. 

This Returns Policy is written to comply with the Distant Selling Regulations in the UK and to ensure transparency and fairness in all transactions with our customers.  It applies to all purchases made through Shop the Borders, either from a gallery, a shop or an artist.

While we make every effort to ensure your artwork arrives with you in perfect condition, if for any reason you are not happy with your order then let us know straight away.

Notification of Cancellation

To exercise the right to cancel, customers must inform us of their decision to cancel the order by a clear statement within 14 days of delivery. This can be done via email along with proof of purchase.

Return Process

Once cancellation is confirmed by us, the customer must return the artwork within 14 days from the date of cancellation. Please contact the gallery, shop or artist before shipping so they can arrange to receive it.

Return Shipping

The customer is responsible for the cost of return shipping unless the product is faulty or not as described.

Condition of Returned Artwork

Artwork must be returned in the same condition it was received and in the original packaging where possible. The gallery, shop or artist reserves the right to refuse returns that do not meet these conditions.

Refund

We will process a full refund within 14 days of receiving the returned artwork by your original payment method. We will withhold the refund until the gallery, shop or artist has notified us they have received the artwork.

Deductions

We reserve the right to deduct from the refund if the artwork is damaged or not in its original condition. e.g. damaged frame, broken glass, scuffs, scrapes to artwork or frame.

Exemptions

Certain types of artwork and items, such as commissioned, personalised or custom-made pieces, custom framed artwork and products cut or made to your specification may not be eligible for return unless they are faulty.

Faulty Artwork

If the artwork is found to be faulty, we will arrange for the return and offer a full refund or a replacement artwork.

Data Protection

We will handle customer data in compliance with GDPR and not use personal information for any other purposes than the transaction.

Making a complaint

We always aim to give you great service but if you are feeling unsatisfied with your experience please let us know. In the first instance please contact us.

Telephone +44 (0)7944 826634

Email info@shoptheborders.co.uk

We aim to reply to all complaints with 28 days of receipt.

Amendments

We reserve the right to make changes to this policy to comply with any legal or regulatory requirements.