Returns, Cancellations & Refunds

Returns, Cancellations & Refunds

ArtJel specialises in handcrafted art, sculptures, artisan works and pieces that may be made to order, specially commissioned or sourced for an individual customer. Your cancellation and return rights depend on whether the item is a standard item or has been made or personalised specifically for you.

Nothing in this policy excludes or limits any consumer rights that cannot legally be excluded or limited.

Standard Items Purchased Online

If you are a UK consumer purchasing a standard, non-personalised item online, you normally have the right to cancel your order without giving a reason.

You must notify ArtJel that you wish to cancel within 14 days beginning on the day after you receive the item. After notifying us, you must return the item within a further 14 days.

To exercise this right, please email info@artjel.com with your name, order number, details of the item and a clear statement that you wish to cancel the order.

Made-to-Order, Bespoke & Personalised Items

The statutory right to cancel because of a change of mind does not normally apply to goods made to a customer’s specifications or clearly personalised for that customer.

This may include specially commissioned artworks or sculptures, items made to measurements, materials, colours or finishes selected by the customer, personalised or individually altered pieces and other works created specifically according to the customer’s agreed requirements.

Once an order for a made-to-order, bespoke or personalised item has been accepted, it cannot normally be cancelled, returned or refunded merely because the customer has changed their mind.

Customers must carefully review and approve all applicable dimensions, materials, finishes, specifications, prices and estimated production times before confirming an order.

An item being specially sourced does not, by itself, remove any statutory cancellation rights. We will explain before an order is confirmed if an item is considered made-to-order, bespoke or personalised and therefore excluded from change-of-mind cancellation rights.

The Individual Nature of Handcrafted Art

ArtJel artworks and sculptures may be individually handcrafted. Website photographs are intended to represent the design, style and general character of a work, but handcrafted pieces are not mass-produced products.

Reasonable variations may occur in colour, tone, patina, texture, surface finish, markings, detailing, dimensions, weight and other characteristics resulting from the materials and handmade production process.

Where natural materials, metals, wood, stone, pigments or other artisan materials are used, their appearance may vary between individual pieces and may naturally change or develop character over time.

Reasonable variations of this nature form part of the individuality and authenticity of handcrafted work and will not, by themselves, be treated as faults. This does not affect your rights if an item is faulty, damaged, not as described or otherwise fails to meet applicable legal requirements.

Change of Mind

For standard items covered by UK distance-selling cancellation rights, you may cancel and return the item within the periods explained above.

For made-to-order, bespoke or personalised items, ArtJel does not normally accept cancellations or returns because a customer changes their mind, decides the artwork is unsuitable for its intended space, prefers a different size, colour, finish or appearance, or considers reasonable handcrafted variations to differ from website photographs.

Customers should carefully check all measurements and specifications before placing or confirming an order.

Condition of Returned Standard Items

You may inspect a standard item as you reasonably would in a shop. You are responsible for taking reasonable care of it while it is in your possession.

Returned items should be securely packaged and returned with all accompanying materials and, wherever reasonably possible, the original packaging.

ArtJel may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the item’s nature, characteristics and condition.

Return Costs

Unless the item is faulty, damaged, not as described or otherwise legally non-compliant, the customer is responsible for the direct cost of returning a cancelled standard item.

Because artworks and sculptures may be fragile, valuable, heavy or unusually large, specialist packaging, insurance or transportation may be required. Please contact ArtJel before arranging a return so that appropriate return arrangements can be discussed.

If an item cannot normally be returned by post, the return cost may be significant. Where reasonably possible, ArtJel will provide or arrange an estimate of the return cost.

Damage During Delivery or Genuine Faults

If an item arrives damaged, faulty, not as described or unfit for its intended purpose, please contact ArtJel as soon as reasonably possible.

Please email info@artjel.com with your name, order number, a description of the problem, clear photographs or video of the item, photographs of the internal and external packaging and any other information reasonably required to investigate the issue.

Please retain the item and all original packaging while the matter is investigated.

Reporting delivery damage promptly helps us make a claim against the carrier, but a delay in reporting will not remove any statutory rights you may have.

Depending on the circumstances and applicable law, the appropriate remedy may be a repair, replacement, price reduction or refund.

Returning an Item

Please contact ArtJel before returning any artwork or sculpture. This allows us to provide the correct return address and discuss any specialist packaging, insurance or transportation requirements.

Do not return any item to the registered office. ArtJel will provide the appropriate return address after reviewing your request.

You remain responsible for an item until it is received by ArtJel or by an authorised return carrier. We strongly recommend using an appropriately insured and trackable service.

This request to contact us before returning an item does not prevent you from exercising any statutory cancellation or return right.

Refunds for Cancelled Standard Items

Where a valid cancellation right applies, ArtJel will refund the price paid for the returned item and the cost of the least expensive standard delivery option offered at the time of purchase.

Any additional amount paid for express, premium or other enhanced delivery is not normally refundable beyond the cost of standard delivery.

The refund will normally be made within 14 days after ArtJel receives the returned item or, if earlier, within 14 days after you provide satisfactory evidence that the item has been returned.

Refunds will normally be made using the original payment method unless otherwise expressly agreed.

ArtJel may withhold the refund until the returned item has been received or satisfactory evidence of its return has been supplied.

Orders Cancelled Before Dispatch

If you ask to cancel a standard item before dispatch, please contact ArtJel immediately. If the item has not been dispatched or committed to specialist delivery arrangements, we will normally cancel the order and issue any applicable refund.

Made-to-order, bespoke or personalised orders cannot normally be cancelled after the order has been accepted, particularly after materials have been ordered or production, procurement or commissioning has begun.

International Customers

Customers outside the UK may have additional mandatory rights under the laws applicable in their country. Nothing in this policy is intended to exclude rights that cannot lawfully be excluded.

International customers are responsible for return shipping, customs documentation and applicable return charges unless the item is faulty, damaged, not as described or applicable law provides otherwise.

Before You Order

If you have questions about an artwork’s measurements, materials, appearance, finish, weight, installation requirements or handcrafted characteristics, please contact ArtJel before confirming your order.

We would rather clarify these details before an order is placed than leave any uncertainty afterwards.