Refund policy

 

I want you to feel confident when purchasing artwork from ByKatelyn. Each piece is carefully created, checked and packaged before it leaves my studio.

Original Artwork Returns

If you purchase an original artwork that is already available on the website, you may request a return within 14 days of receiving your order.

To be eligible for a return:

The artwork must be returned in its original condition.

The artwork must not be damaged, marked, altered, framed, stretched further, displayed or used.

It must be returned with any original packaging, certificate of authenticity and supporting documents included with the order.

Return shipping, packaging, customs charges and insurance are the responsibility of the customer, unless the artwork arrived damaged or was not as described.

I strongly recommend using a tracked and insured delivery service when returning artwork, as I cannot take responsibility for items lost or damaged in return transit.

Non-Returnable Items

Due to the personal and handmade nature of my work, the following items cannot be returned or refunded unless they arrive damaged or faulty:

Commissioned artwork

Custom or personalised paintings

Artwork made to a requested size, colour palette or design brief

Sale or discounted items

Gift cards

Once a commission or custom order has been started, any deposit paid is non-refundable, as time, materials and planning will already have been committed to the piece.

Damaged or Faulty Artwork

Please check your artwork carefully as soon as it arrives.

If your order arrives damaged, please contact me within 48 hours of delivery with:

Your order number

Clear photos of the artwork

Clear photos of the packaging

A description of the issue

Please keep all original packaging until the issue has been resolved, as this may be needed for the courier or insurance claim.

If the artwork is confirmed to have arrived damaged, faulty or not as described, I will work with you to arrange a suitable resolution, which may include a repair, replacement where possible, partial refund or full refund.

Refunds

Once your return has been received and checked, I will confirm whether the refund has been approved.

Approved refunds will be processed back to the original payment method within 14 days of receiving the returned artwork. Please note that your bank or payment provider may take additional time to process the refund.

Original delivery fees, customs duties, taxes and return shipping costs are non-refundable unless the item arrived damaged, faulty or was not as described.

Cancellations

If you wish to cancel an order, please contact me as soon as possible.

If the artwork has not yet been dispatched, I may be able to cancel the order and issue a refund.

If the artwork has already been dispatched, you will need to follow the returns process above.

How to Request a Return

To request a return, please email:

help@bykatelyn.com

Please include your order number, name, contact details and reason for return.

Returns must be approved before the artwork is sent back. Items returned without prior approval may not be accepted.

Please note that this policy does not affect your statutory consumer rights.