Cancellations, Returns & Refund Policy

Typically, your order is promptly processed upon successful payment. If your order includes a bespoke made-to-order Limited Edition Print, open editions, art gifts, or framed artworks, and it has already been processed, we will reach out to our partners to determine the possibility of cancelling the order we have placed with them. If however, a cancellation is not feasible, we can only issue a refund to your original payment method, minus a 20% processing fee to account for any incurred fees related to order cancellation, including administrative time. Please note that all refunds are subject to the exchange rate at the time of processing, and the funds will be remitted in GBP.

If your order has been processed and has already been shipped, then you will need to accept delivery of your order.

Be aware that we only accept Returns for Original Artworks and on rare occasions for made-to-order artworks, or if they arrive damaged after shipping. We ship all Goods directly from our studio in the UK and inspect them personally and thoroughly before shipping to make sure they meet gallery quality standards.

If you have ordered an original artwork and wish to initiate a return after delivery, please request a return by sending us an email and following the steps outlined in our REFUNDS section below.

However, as we offer a generous 30-Days right to return for Original artworks from your order delivery date, we strongly recommend that you appreciate the beauty and quality of the artwork you originally purchased in person, before making your final decision. If after ‘seeing’ and ‘feeling’ it in your space, you decide that you want to return it, email us at: CustomerServices @BaronGraftonArthouse.com providing your order details, and we’ll get in touch with you to organise the courier collection. However you’ll need to cover both shipping costs, the original delivery shipping and the return, which will be deducted from your original payment. The refund will also be less any fees incurred in the cancellation and a 10% processing fee. All refunds will be subject to the exchange rate at the time of processing, and funds will be remitted in GBP.

Refunds will be processed once the artwork has arrived back with us

If your order includes a bespoke made-to-order Limited edition, open edition, artwork framed to order, art commission, art gift, or an eGift Card, and your order has already been processed and shipped, then your order is not eligible for returns as all these goods are considered FINAL SALE and they are exempt from our return policy, they are non-returnable & non-refundable. Orders cannot be cancelled by refusing to accept their delivery.

Read more about our Returns Policy below.

If you buy an Original artwork and you let us know immediately that you want to cancel an order before is shipped we’ll process a refund less a 20% administration fee. However, if your order has already been processed and shipped, you’ll need to receive the order and then request a return from us.

If you have ordered a bespoke made-to-order Limited edition, open edition, artwork framed to order, art commission, art gift or eGift Card and you let us know immediately before your order is processed we’ll process a refund less 10% administration fee. However, if this order has already been processed then the sale is considered a FINAL SALE and is not eligible for returns, all these goods are exempt from our return policy, and they are non-returnable & non-refundable due to their bespoke and made-to-order nature.

Orders cannot be cancelled by refusing to accept their delivery.

Please email us at CustomerServices @BaronGraftonArthouse.com or give us a call at +44. (0)208 581 2437, Monday to Friday between 10:00 am – 6:00 pm (UK time) as soon as possible, and we’ll do our best to cancel it before the order is processed.

Generally, your order is processed immediately after successful payment so if you're attempting to make changes to an order once payment has been received, we'll need to cancel the order entirely and create a new order.

Be aware that an Order cancellation may incur cancellation fees. If this is the case, these will be deducted from your original payment to cover the costs we have incurred with our partners, before issuing a refund to your original payment method. Be aware that all refunds will be subject to the exchange rate at the time of processing, and funds will be remitted in GBP.

If an order has already been processed and shipped, then it's too late to cancel and/or make any changes and will be delivered to you as planned.

If you bought an Original artwork during an art fair or exhibition, this is only possible if the artwork hasn’t been collected by our shipping partners. In this case, you will need to wait to receive the delivery and then decide if you want to keep the work or exchange it. If you want to return it you have 7-days from the day you receive it.

If you have ordered a bespoke made-to-order Limited edition, open edition, artwork framed to order, art commissions, or an art gift, and your order has already been processed then it will considered a FINAL SALE and will not be eligible for a refund or return. All these items are non-returnable & non-refundable. Orders cannot be cancelled by refusing to accept their delivery.

Read more about our Returns Policy below.

30-Day Satisfaction Guarantee

You have 30-days to let us know that you would like to return an original artwork you’ve purchased, from the date you receive it. Returns will not be accepted for any Original artwork that has been stretched, cropped, or altered in any capacity after purchase, or damaged after delivery.

No refunds will be granted after the 30-day period.

Final Sale Items

Limited editions, open editions, artworks framed to order, art commissions, art gifts, and eGift Cards are all FINAL SALE and are not eligible for returns, they are exempt from our return policy, and they are non-returnable & non-refundable due to their bespoke and made-to-order nature.

Orders cannot be cancelled by refusing to accept their delivery. The Buyer must notify us to request a Return. All return shipments must be arranged through Baron Grafton Arthouse who will organise a courier to collect the artwork you want to return from your address.

Please see below How to Request a Return for an Original Artwork.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If your return is approved, then a refund will be made, less the delivery and return shipping costs & handling (both ways). Shipping Charges are not refundable. Returns are subject to a 10% restocking fee. (This fee covers credit card processing charges, packing labour and administration fees). All refunds will be subject to the exchange rate at the time of processing, and funds will be remitted in GBP to your original payment method within seven working days.

For international returns, it’s worth noting any customs or import charges you’ve paid are non-refundable.

If your artwork is received damaged, all claims must be reported within 24 hours of receiving it. If the artwork cannot be replaced, a full refund will be issued to your original payment method. In this situation we’ll organise a courier to collect the damaged artwork from your address at a time that is convenient for you, within 14 days of reporting the issue.

Delivery charges for damaged or faulty goods or errors made by us will be fully refunded.

We will not accept returns for items that have been damaged after delivery.

Please email CustomerServices @BaronGraftonArthouse.com with a return request if your order arrived damaged or in poor condition.

Please read the section on what to do when your artwork arrives, here.

Also read this section on what to do if your artwork arrives damaged here.

All return shipments must be arranged through Baron Grafton Arthouse.

Once you’ve let us know you’d like to return your artwork, we’ll arrange a courier to collect it from your address. We’ll need a few things from you first:-

1. Email us at CustomerServices @BaronGraftonArthouse.com letting us know you want to return the Original artwork you’ve purchased. You have 30-days to let us know from the date you receive it.

   Please state:

   • Your Invoice Number
   • Artwork title
   • Reason for return
   • Request for exchange or refund

2. Once we confirm your return request, we’ll email you our Packaging Guidelines for instructions on how to safely pack the artwork for shipment. Use the original packaging materials received (including any paperwork received with your order and all certificates of authenticity).

   All Goods must be in an unused condition.

3. All Goods must be in an unused condition.

4. Tell us a convenient collection date so we can arrange a courier. We’ll email you a label to print and affix to the package. Only if you don’t have a printer, write the address clearly on a piece of paper using Capital letters and black ink. Its very important that the address is clear and readable to avoid mistakes. We’ll confirm the collection date.

5. Package the artwork in the original packaging it was sent to you and then affix the label on the packaging. Please take a photos of the packaging including one with the label showing and email them to us.

6. Once we receive the artwork safely in the UK, we’ll process your refund following our Refund Policy guidelines within 7-10 business days of receiving your returned artwork.

PLEASE NOTE:

If you exercise your right of cancellation, you must also immediately return the unused Certificate of Authenticity with the artist’s signature with the artwork, otherwise the right of cancellation shall lapse. The Certificate Of Authenticity must be returned to process a refund

These terms and conditions only apply to purchases made in person at art fairs, art exhibitions and other in-person events. If you buy from Baron Grafton Arthouse at an art fair or exhibition then you buy the work as seen.

Delivery of Goods

Goods will be delivered as quickly as possible, with the vast majority within 30 days, however by accepting these terms it is agreed that delivery may take up to 8 weeks. On the rare occasion of a delivery taking more than 8 weeks, this will be agreed with you when placing your order.

We will explain any delivery charges and delivery times prior to completing your sale.

There may also be other occasions when delivery charges apply, such as:-

• If a delivery is returned to us as undelivered, we then reserve the right to charge for any additional delivery
• Additional items are added after your order is placed
• If the total value of your order is changed for any reason, after your order is placed

Exchange of Goods

Baron Grafton Arthouse is happy to offer an exchange for Original artworks only, provided that:

• You notify us by email within 7-Days from taking the artwork home or receiving its delivery.
• The Original artwork is/ received in the same condition and in the same packaging as when it was delivered to you, or taken away in-person at an art fair or exhibition.
• The Certificate of Authenticity signed by the artist is returned together with the Original artwork.

In all cases a valid Sales Receipt must be produced.

For international returns, it’s worth noting any customs or import charges you’ve paid are non-refundable.

Final Sale Items

Limited editions, open editions, artworks framed to order, art commissions, art gifts, and eGift Cards are all FINAL SALE and are not eligible for returns, they are exempt from our return policy, and they are non-returnable & non-refundable due to their bespoke made-to-order nature. Orders cannot be cancelled by refusing to accept their delivery.

Refunds

Refunds will only be provided if:

• Goods are found to be faulty. (Except where a fault was specified at the time of purchase). We must be made aware of any faults within 2-days from delivery or taking the artwork in-person.
• Goods ordered are unavailable.
• Goods provided are different to those on the original order.

Under such circumstances refunds will be made in the same way as the original payment and all shipping costs will be refunded.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If your return is approved, then your refund will be processed.

For Original artworks, a refund will be issued for the original price paid less the delivery and return shipping costs & handling fees (both ways) as shipping charges are not refundable. We’ll also deduct the 10% restocking fee applicable to all Returns. (This fee covers credit card processing charges, packing labour and administration fees). All refunds will be subject to the exchange rate at the time of processing, and funds will be remitted in GBP to your original payment method within seven working days.

For international returns, it’s worth noting any customs or import charges you’ve paid are non-refundable.

Refunds for damaged Goods

If your artwork is received damaged, and cannot be replaced, a full refund will be issued to your original payment method. Delivery charges for damaged or faulty goods or errors made by us will be fully refunded.

Free Delivery Costs Promotion

If an item/items are purchased and qualify for free delivery under an offer or promotion, but are later returned to us which brings the amount spent below any qualifying free shipping amount level, delivery charge will be deducted from any refund.

Late or missing refunds

Please remember that it can take 3 -to- 5 working days after we have processed a refund payment for it to appear on your credit card statement or the original payment method used.

If you haven’t received a refund within 7 -14 days, first check your bank account or your credit card statement again.

Then contact your credit card company, it may take some time before your refund appears on your credit card statement.

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

If you’ve done all of this and you still have not received your refund yet, please contact us at CustomerServices @BaronGraftonArthouse.com