Refund and Returns Policy

1. Overview
This Refund and Returns Policy applies to all purchases made through our website, https://josephinewall.co.uk/. By placing an order with us, you agree to the terms set forth below. This policy may be updated from time to time, and any changes will be posted on this page.

2. Eligibility for Returns

  • Original Art: We take great care to describe and photograph each piece accurately. If you wish to return an item, you must contact us within 14 days of receiving your order.
  • Condition: Artwork must be returned in its original condition, complete with all accompanying documentation and packaging.
  • Exclusions: Returns are not accepted for custom or commissioned pieces (unless the product arrives damaged or is otherwise faulty).

3. How to Initiate a Return

  1. Contact Us: Email our customer service at [email protected] with your order details, the reason for return, and photos of any damage (if applicable).
  2. Authorisation: We will review your request and issue a Return Authorisation if it meets our criteria.
  3. Shipping: Once authorised, carefully repack the item in its original packaging (or equivalent) and ship it to the address provided. Ensure you use a trackable shipping method and include insurance for the full value of the artwork.

4. Return Shipping Costs

  • Unless an item is faulty or damaged on arrival, you are responsible for return shipping costs.
  • In cases of damage or a mistake on our part (e.g., incorrect item shipped), we will cover reasonable return shipping expenses.

5. Damaged or Defective Items

  • If your artwork arrives damaged, please contact us immediately (within 48 hours of delivery) with clear photos of the damage and the packaging.
  • We will guide you through the return or exchange process and will cover the cost of return shipping where the damage is confirmed to have occurred in transit or due to our error.

6. Refund Process

  • Inspection: Once we receive your returned artwork, we will inspect it. We will notify you by email whether your refund has been approved.
  • Method of Refund: Approved refunds will be processed back to the original payment method within 14 days of confirmation.
  • Partial Refunds: If the artwork is returned damaged (due to improper repackaging or negligence), we may issue a partial refund or refuse the refund entirely.

7. Exchanges

  • We do not offer direct exchanges for original artwork because each piece is unique. If you wish to exchange for a different piece, please initiate a return (if eligible) and then place a new order.

8. International Returns

  • For orders placed outside the UK, all return shipments must be marked as “Returned Goods” to avoid customs charges. We will not be responsible for customs duties or fees imposed on returned items.
  • Original outbound shipping costs and any customs or import fees incurred by the customer are non-refundable.

9. Contact Information
If you have any questions about this policy or need assistance with a return, please reach out to us at:

10. Legal Rights
This policy does not affect your statutory rights. We recommend consulting your local consumer protection laws for more information.