Refund policy

Returns

We hope you will live with your chosen work for many years. If you change your mind about an online purchase, please contact us within 14 days of receiving it.

The work must then be returned within a further 14 days, in its original condition and packaging. Please contact us before sending anything so that we can help arrange a suitable insured return.

Unless the work is damaged, faulty or incorrectly described, the buyer is responsible for the cost and safe return of the work.

Refunds will be made to the original payment method within 14 days of receiving the returned work. Where permitted by law, we may make a deduction if the work has been handled beyond what is reasonably necessary to establish its nature, characteristics and condition.

Bespoke and commissioned work

Custom-made, bespoke framing, commissioned or personalised works may not be eligible for change-of-mind returns where an applicable legal exemption applies.

This includes frames, mounts, specialist fabrication and other items made or ordered specifically to a client's individual measurements, requirements or specification.

Where bespoke materials or specialist fabrication have already been commissioned, associated costs may be non-refundable as set out in the quotation and our Terms of Service.

This does not affect your rights where an item is faulty, damaged, not as described or where you otherwise have a statutory right to a refund, repair or replacement.

Damaged or faulty items

If an artwork or other item arrives damaged, faulty or incorrectly described, please contact us as soon as reasonably possible at info@thomasrainsford.com, including photographs where appropriate, so that we can resolve the issue.

Please retain the item and its original packaging until we have advised you on the next steps.