Returns and refunds

Effective date: 2 September 2026

Made to order

Every artwork in this shop is made to order. Nothing is held as ready made stock. When you place an order, your piece is produced individually for you. The paper prints are produced to order by my fine art lab as numbered limited editions, digitally signed and numbered, and come with a digitally signed Certificate of Authenticity. The mounted limited editions are produced to order as numbered specimens from a strictly limited run, and may also come with a hand signed and embossed Certificate of Authenticity that I post to you separately.

Because each piece is made to order, and in the case of the limited editions personalised to you through a numbered certificate, it is treated as a made to order and personalised good. Under the Consumer Contracts Regulations 2013 (regulation 28), the standard 14 day change of mind cancellation right for online purchases does not apply to made to order and personalised goods.

In plain terms: once your order is placed and production has begun, it cannot be cancelled or returned simply because you have changed your mind. Please choose your artwork, size, finish and delivery details with care before ordering. I am always glad to answer questions or send extra images first, so please get in touch before you buy.

For buyers in the European Union

If you are ordering from the EU, you have a right to withdraw from eligible orders within 14 days of delivery under EU consumer law (Directive 2011/83/EU, as amended by Directive (EU) 2023/2673). You can start a cancellation request directly from your order confirmation or your shop account. Made to order and personalised items are exempt from this right and cannot be cancelled or returned once production has begun, so a request for a piece already in production will not be eligible. Your statutory rights for faulty, damaged or misdescribed goods always apply in full.

If something is wrong

Made to order status does not affect your statutory rights under the Consumer Rights Act 2015. If your artwork arrives damaged, defective, or not as described (the wrong item, size or finish), you are fully covered. My first remedy is to arrange a replacement of the same piece, and where a replacement is not possible I will provide a full refund, including the original delivery cost. Please check your artwork on delivery and let me know as soon as possible, and within 7 days of delivery, by emailing info@arthurtrombetta.com with your order number, a short description of the problem, and at least two clear photos showing the issue along with photos of the outer and inner packaging. Please keep all original packaging until the claim is resolved, as every piece is produced and dispatched by my fine art labs and insured in transit, and this documentation is required to arrange your replacement.

Delivery timing

I prepare and ship every order as fast as I can, and delivery is free on almost all items. I cannot offer refunds for orders that arrive later than hoped where the delay is outside my control, for example carrier disruption or customs handling. This does not affect your statutory rights.

Commissions and bespoke work

Commissioned and bespoke pieces are made specifically to your brief. Any deposit is non refundable, and a commission cannot be cancelled once production or preparatory work has begun. The damaged, defective and incorrect protections above still apply.

Refunds

Where a refund is due (a verified damage, defect or error that cannot be resolved with a replacement), it is issued to your original payment method within 14 days of the claim being agreed, or of the artwork being returned where a return is requested.

Contact

Arthur Trombetta, Rochester, United Kingdom. info@arthurtrombetta.com

This policy forms part of, and should be read alongside, my Terms of Sale.

Frequently asked questions

Can I return a print if I change my mind?

Because every piece is made to order and produced individually for you, change of mind returns and cancellations are not accepted once your order is in production. If you are unsure about size, finish or how a piece will look, please ask before ordering. I am glad to help you choose.

What if my artwork arrives damaged?

You are fully covered. Email me within 7 days of delivery with your order number and at least two clear photos of the artwork and its packaging, and I will arrange a replacement, or a full refund including delivery where a replacement is not possible. Please keep the original packaging so the claim can be processed.

What if I receive the wrong item, size or finish?

That counts as not as described and is covered in the same way. Contact me within 7 days with photos and your order number and I will put it right.

I ordered the wrong size by mistake. Can I change it?

Once a made to order piece is in production I cannot cancel or change it as a change of mind, so please double check your choice at checkout. If you spot a mistake immediately after ordering, email me straight away, and if production has not started I will do my best to help.

Do these terms take away my consumer rights?

No. Your rights under the Consumer Rights Act 2015 for faulty, damaged or misdescribed goods always apply and are never waived by this policy.