Returns and Refunds Policy
We hope you love your glass artwork. However, if you change your mind about an eligible item purchased online, you may return it under the conditions below.
Cancelling and Returning an Online Order
You have the right to cancel an eligible online order without giving a reason by notifying us within 14 days of the day after delivery.
After notifying us, you must return the item within a further 14 days.
To request a return, please email agatahendersonartist@gmail.com, quoting your order number and details of the item you wish to return. We will provide the appropriate return address and instructions.
Condition of Returned Items
Please return the artwork:
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Unused and undamaged
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Securely packaged to protect it during transit
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With its original packaging wherever reasonably possible
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With your order number or other proof of purchase
You may inspect the artwork as you would in a physical shop. However, we may make a reasonable deduction from the refund if the item’s value has been reduced through unnecessary handling, use or damage while in your care.
Because glass is fragile, please reuse the original protective packaging wherever possible or package the item to an equivalent protective standard.
Non-Refundable Items
The right to cancel because you have changed your mind does not apply to:
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Artwork commissioned or made to your specifications
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Clearly personalised artwork
Commissioned and personalised items cannot normally be cancelled once production has begun. If you wish to cancel before work begins, please contact us immediately and we will confirm whether cancellation is possible.
These exclusions do not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not conform to the contract.
Return Delivery Costs
For change-of-mind returns, the cost of returning the item is the customer’s responsibility.
We strongly recommend using a tracked and appropriately insured delivery service. You are responsible for the returned item until it is received by us, so please package it carefully and retain proof of postage.
If an item is being returned because it is faulty, damaged, not as described or was supplied incorrectly, we will cover reasonable return costs or arrange an appropriate method of return.
Refunds
Once we receive the returned item, we will process your refund within 14 days.
Refunds will be made to the original payment method and will include:
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The purchase price of the returned item
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The cost of the least expensive standard delivery option offered when the order was placed
If you selected a more expensive or express delivery service, the additional delivery charge will not normally be refunded.
Damaged, Faulty or Incorrect Items
If your artwork arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible, ideally within 48 hours of delivery. Prompt notification helps us investigate the damage and make a claim with the courier, but failure to contact us within 48 hours does not affect your statutory rights.
Please retain the artwork and all packaging and provide photographs of:
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The outer packaging
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The shipping label
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The internal packaging
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The damaged or faulty artwork
Remedies for Damaged or Faulty Items
Depending on the circumstances and your statutory rights, an appropriate remedy may include a repair, replacement, price reduction or refund.
As each piece is handmade and many are unique, an identical replacement may not always be possible. Where appropriate, we may offer:
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A carefully repaired original
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A replacement with a similar appearance and character
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Another mutually agreed piece
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A refund
You will not be required to accept a substitute artwork that you have not agreed to.
Statutory Rights
Nothing in this policy excludes or limits your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Contact
To cancel an eligible order, arrange a return or report a problem, please contact: