Refund policy

Change of mind

For online orders, customers in the UK and EU may have a statutory right to cancel their order within 14 days of receiving their goods, subject to applicable legal exceptions.

If you wish to cancel your order, please contact me within 14 days of delivery. You will then have a further 14 days to return the item.

Items must be returned in their original condition and packaged securely. Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of return postage.

Once the returned item has been received and inspected, I will issue the applicable refund in accordance with your statutory rights.

Custom commissions

Custom-made or personalised artwork created specifically to a customer's requirements is non-returnable for change of mind, except where the artwork is faulty or otherwise does not conform to the order. Custom commissions are therefore not covered by the standard change-of-mind return policy where the applicable legal exception applies.

Damaged or incorrect orders

If your order arrives damaged, please contact me as soon as possible via the website chat or at jasminegates.art@gmail.com, including your order number and clear photographs of the item and packaging.

I'll work with you to resolve the issue and, where appropriate, arrange a replacement or refund.

Lost orders

If your order hasn't arrived within 3 days of the estimated delivery date, please get in touch and I'll investigate with the carrier.