Refund and Returns Policy

Overview

At Anadu Art Gallery, we are committed to ensuring your complete satisfaction with every artwork purchase. This Return and Refund Policy outlines the terms and conditions under which returns and refunds are accepted for artworks purchased from our gallery.

CONSUMER RIGHTS

As a UK-based gallery, we comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Distance Sales (Online/Telephone Purchases)
For purchases made remotely (online, by phone, or by mail), you have the right to cancel your order within 14 calendar days from the date you receive the artwork, without providing a reason.

In-Gallery Purchases
Artworks purchased directly from our physical gallery location are generally not eligible for refund unless the item is faulty, damaged, or not as described.

ELIGIBILITY FOR RETURNS 3.1 Acceptable Return Conditions
Returns will be accepted under the following circumstances:

Damaged in Transit: Artwork arrives damaged or broken
Defective Item: Artwork has manufacturing defects or quality issues
Incorrect Item: You received the wrong artwork
Significantly Not as Described: The artwork materially differs from its description or images
Cooling-Off Period: Online/distance purchases within 14 days of receipt

3.2 Non-Returnable Items
The following are NOT eligible for return or refund:

Commissioned Artworks: Custom or commissioned pieces created to your specifications
Personalised Items: Artworks personalized with names, dates, or custom elements
Limited Editions (Sold): Once purchased, limited edition prints cannot be returned unless defective
Sale/Clearance Items: Unless faulty or damaged
Items Damaged by Customer: Artworks damaged through customer negligence or misuse

RETURN PROCESS

4.1 Initiating a Return
To initiate a return, please contact us within the applicable timeframe:

Email: [insert email address]
Phone: [insert phone number]
Address: [insert gallery address]

Please provide:

Order number or receipt
Photographs of the artwork (if claiming damage or defect)
Reason for return
Proof of purchase

4.2 Return Authorization
Once we receive your return request, we will:

Review your claim within 2-3 business days
Issue a Return Authorization (RA) number if approved
Provide return shipping instructions

Important: Do not return items without prior authorization, as unauthorized returns may not be accepted.

4.3 Packaging and Shipping

Artwork must be returned in its original condition and packaging
Use adequate protective materials to prevent damage during transit
We recommend using tracked, insured shipping services
Retain proof of postage until your refund is processed

4.4 Return Shipping Costs

Situation	Shipping Cost Responsibility
Damaged/Defective/Incorrect Item	Anadu Art Gallery
Change of Mind (Distance Sales)	Customer
Commissioned/Custom Work	Not Applicable (Non-returnable)

INSPECTION AND PROCESSING

5.1 Upon Receipt

We will inspect returned items within 5-7 business days of receipt
We reserve the right to refuse refunds if items are damaged, altered, or not in original condition
You will be notified by email regarding the status of your return
5.2 Restocking Fee
A restocking fee of up to 15% may apply for:
Change of mind returns on high-value artworks (over £1,000)
Items returned without original packaging
Returns made after 30 days (where applicable)

REFUNDS

6.1 Refund Method

Refunds will be issued to the original payment method
Processing time: 5-10 business days after approval
Bank processing may take an additional 3-5 business days

6.2 Refund Amount

Full refund: For damaged, defective, or incorrect items (including original shipping costs)
Partial refund: May apply if item shows signs of use or damage upon return
Return shipping costs: Reimbursed only if the return is due to our error

6.3 Original Shipping Costs

Non-refundable for “change of mind” returns
Refundable if item was damaged, defective, or incorrect

EXCHANGES

We are happy to facilitate exchanges for:

Different sizes (where applicable)
Alternative artworks of equal or greater value
Replacement of damaged or defective items

Exchange Process:

Contact us within the applicable return period
Return the original item following our return process
We will ship the replacement once the original is received and inspected

Note: Price differences for upgraded items must be paid before shipping the replacement.

DAMAGED OR DEFECTIVE ITEMS

8.1 Inspection Upon Delivery
Please inspect your artwork immediately upon delivery. If you notice any damage:

Photograph the damage (packaging and artwork)
Note damage on delivery receipt if possible
Contact us within 48 hours of delivery

8.2 Our Response
For confirmed damage or defects, we will:

Arrange collection at no cost to you
Offer a full refund or replacement
Cover all return shipping costs

CANCELLATIONS

9.1 Before Shipment
Orders can be cancelled before shipment for a full refund. Contact us as soon as possible.

9.2 After Shipment
Once shipped, standard return policies apply (14-day cooling-off period for distance sales).

9.3 Commissioned Works

Cancellations before work begins: Full refund minus 10% administrative fee
Cancellations after work begins: 50% refund (materials and time invested)
Cancellations after completion: No refund available

AUTHENTICATION AND CERTIFICATES

10.1 Certificate of Authenticity
All original artworks include a Certificate of Authenticity. This must be returned with the artwork for refund eligibility.

10.2 Provenance Documentation
Any provenance or documentation provided must be returned in original condition with the artwork.

INTERNATIONAL PURCHASES

11.1 Returns
International customers are responsible for:

Return shipping costs (unless item is damaged/defective)
Any customs duties or import taxes incurred during return 11.2 Refunds
Original customs duties and taxes are non-refundable
Refunds issued in original currency (GBP)

FORCE MAJEURE

Anadu Art Gallery is not liable for delays or inability to fulfill returns/refunds due to circumstances beyond our control, including but not limited to:

Natural disasters
Strikes or labor disputes
Government restrictions
Carrier delays

CONTACT INFORMATION

For questions regarding returns, refunds, or this policy:

Anadu Art Gallery
Email: Info@anaduartgallery.co.uk

Business Hours:
9am – 5pm

POLICY UPDATES

This policy may be updated periodically to reflect changes in our practices or legal requirements. The effective date at the top of this document indicates the most recent revision.

DISPUTE RESOLUTION

15.1 Internal Resolution
We encourage customers to contact us directly to resolve any issues. We are committed to finding fair solutions.

15.2 Alternative Dispute Resolution
If you are not satisfied with our response, you may refer your complaint to:

Trading Standards: [Local Trading Standards contact]
Alternative Dispute Resolution (ADR) Provider: [Specify if applicable]

15.3 Legal Rights
This policy does not affect your statutory rights under UK consumer law.

By purchasing from Anadu Art Gallery, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.

This policy is governed by the laws of England and Wales.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Anadu Art Gallery