Refund policy
Refunds Policy
Each piece from Cheyne Atelier is created, selected and packaged with care, and I hope you absolutely love your art.
If something isn’t quite right, please get in touch and I’ll always do my best to help.
1. Original Artwork
Original artworks are one-of-a-kind pieces and are handled and packaged with great care.
If you wish to cancel or return an eligible non-personalised original artwork purchased online, please contact me at gemcheyne@gmail.com within 14 days of receiving your order.
The artwork must be returned in its original condition and securely packaged. Unless the item is faulty, damaged or incorrect, return postage is the responsibility of the customer.
If your original artwork arrives damaged, please contact me within 48 hours of delivery and provide clear photographs of:
- The external packaging
- The internal packaging
- The damaged artwork
Please keep all packaging materials until the issue has been resolved.
Once the damage has been assessed, an appropriate replacement or refund will be arranged where applicable.
2. Fine Art Prints
Fine art prints are carefully produced and packaged for each order.
For eligible non-personalised prints, you may request a return within 14 days of receiving your order.
Prints must be returned unused, unmarked and in their original condition.
Please check your selected print size and delivery address carefully before completing your purchase.
If your print arrives damaged or you receive the incorrect item, please contact gemcheyne@gmail.com within 48 hours of delivery.
Please include photographs of the print and all packaging materials.
Where a damage or fulfilment issue is confirmed, a replacement or refund will be arranged.
3. Bespoke & Personalised Artwork
Bespoke commissions, including personalised pet portraits and artwork created specifically to your requirements, cannot be returned or cancelled for change of mind once work has begun.
This does not affect your rights if the artwork is faulty, damaged or does not match what was agreed.
Any deposit or payment terms relating to commissioned artwork will be explained before work begins.
4. Delivery Delays & Lost Parcels
Delivery times provided at checkout are estimates.
Occasionally, delays may occur because of postal services, customs, weather or other circumstances outside the control of Cheyne Atelier.
If you believe your parcel has been lost or significantly delayed, please contact gemcheyne@gmail.com and I will investigate the delivery with the relevant carrier.
5. Customer Responsibility
Customers are responsible for:
- Providing a complete and accurate delivery address
- Collecting parcels where required by the delivery provider
- Paying any applicable customs duties or import charges for international orders
- Returning eligible items securely and in suitable protective packaging
If an order is returned because an incorrect or incomplete address was supplied, additional postage may be required before it can be sent again.
6. Refunds
Once an eligible returned item has been received and inspected, you will be notified.
Approved refunds will be sent back to the original payment method.
Please allow additional processing time for your bank or payment provider to show the refund in your account.
Questions
If you have any questions about an order or return, please contact:
Cheyne Atelier