Returns Policy

This policy explains your rights to cancel an order, return goods, and get a refund when you buy through pennyartist.com (the "Site"). It forms part of our Terms of Service.

Effective date: 27 September 2026. Last updated: 27 September 2026.

The short version

Changed your mind? Tell us within 14 days of delivery, no reason needed.
Item arrived damaged, faulty, or wrong? Tell us any time — that's not on the 14-day clock, and we cover the return postage.
Refunds go back to your original payment method within 14 days of us getting the item back.
Bespoke commissions and digital downloads (once started) aren't covered by the 14-day change-of-mind right.

1. Changed your mind? (14-day cancellation right)

If you're a consumer buying from us in the UK or EU, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order within 14 days of receiving it, for any reason, no explanation needed.

How to cancel: Just let us know within the 14 days — an email is fine, and it's helpful (though not required) to include your order number. You then have a further 14 days from telling us to send the item back to us.

Condition and cost: Please return the item in the condition you received it, with any original packaging where possible. You're responsible for the cost of returning it, unless it's faulty or not as described (see "Faulty, damaged, or misdescribed items" below), in which case we cover it.

Exceptions: This 14-day right doesn't apply to:

Bespoke or personalised commissions — a piece made to your specific instructions. If we offer commissioned work, once we've begun work on your specific piece, this cancellation right no longer applies. Your rights below for faulty or misdescribed goods are unaffected.
Digital content (such as a downloadable tutorial video) once you've started downloading or streaming it, if you asked us to begin before the 14 days was up and confirmed you understood this would end your right to cancel.

2. Faulty, damaged, or misdescribed items

Separately from the 14-day right above — and with no time limit tied to it — the Consumer Rights Act 2015 gives you rights if what you've received is faulty, damaged in transit, significantly different from how we described it, or missing something it should have included. In these cases, please let us know as soon as you reasonably can once you notice the problem, and we'll offer a repair, replacement, or refund as appropriate, and cover the cost of you returning the item to us.

3. How to start a return

Your order number
What the issue is — for example: changed your mind, arrived damaged or defective, different from the description, different from what you ordered, missing parts, or the delivery date was missed
A photo of the item, if it's arrived damaged or faulty

We may ask you to send the item back to us so we can look into it properly, and we'll let you know how to do that.

4. Refunds

Refunds are made to your original payment method via Stripe. For a change-of-mind cancellation, we'll refund what you paid — including standard delivery cost — within 14 days of receiving the item back, or of you providing evidence you've sent it, whichever is sooner. For faulty, damaged, or misdescribed items, we'll refund (or repair/replace, as agreed with you) once we've confirmed the issue.

5. Digital content

If a product is a digital download or streamed video rather than a physical item, your right to cancel ends once you've started downloading or streaming it — provided you asked us to begin before the 14-day window closed and acknowledged that doing so would end your cancellation right. If a digital product is faulty (for example, corrupted or not the content described), your Consumer Rights Act 2015 rights under "Faulty, damaged, or misdescribed items" above still apply.

6. Contact us

To start a return, cancel an order, or ask about any of the above: email us at support@pennyartist.com, or write to us at The Manse, Main Street, Kirk Yetholm, Kelso TD5 8PF.