Refund Policy
Our Commitment to You
At Charles Wilby Fine Arts, we want you to be completely happy with your new original fine art or landscape photography. If something isn’t quite right, we’ve laid out our policy below in simple, fair terms to help you get things sorted as quickly as possible.
Right to Change Your Mind
Since we sell original artwork and fine art photography online, you have 14 days from the date you receive your order to change your mind and notify us that you’d like a refund. Once you’ve told us, you have another 14 days to send the items back to us in their original, resellable condition.
Damaged, Faulty, or Incorrect Items
We take great care in packaging our art, but if your item arrives damaged or doesn't match what you ordered, please let us know within 48 hours of delivery. We will offer a replacement at no extra cost to you or a full refund including any original delivery charges.
Custom and Made-to-Order Work
Please note that custom commissions or artworks completed to your specific bespoke requirements are created especially for you. For this reason, we cannot accept returns for these items for change of mind. They are only eligible for return if they arrive damaged or are faulty.
How to Start a Return
To start a return, simply send an email to our gallery team. Please include your order number and a brief note on the reason for the return. We’ll provide you with the necessary return address and any specific packaging instructions to ensure the art remains safe.
Refunds and Timings
Once we receive and inspect your returned item, we will process your refund within 14 working days. The money will be returned to your original payment method. Please note that individual banks may take a few extra days to process the credit into your account.
Exchanges and Shipping Costs
We are happy to exchange standard artworks if you'd prefer a different piece. For 'change of mind' returns, you will be responsible for the cost of return postage. If we are replacing a truly damaged item, we will cover all associated delivery costs.
Your Rights and Contact Information
This policy respects your legal rights under UK consumer law for online purchases. If you have any questions or need assistance with an order, please contact Charles Wilby Fine Arts at charleswilbyfinearts@gmail.com. We are here to help!