Returns & Refunds Policy
Last Updated: August 2026
Our Commitment
At Neil Pengelly Studios, every order is carefully produced and packaged to ensure it arrives in perfect condition. We want you to be delighted with your artwork, and if something isn’t right, we’ll do our best to put it right. We believe buying art should be exciting, not stressful. If there’s ever a problem with your order, we’ll always aim to resolve it quickly, fairly and with clear communication.
Damaged or Faulty Items
If your artwork arrives damaged or faulty, please contact us within 7 days of receiving your order.
To help us resolve the issue quickly, please include:
- Your order number
- A description of the problem
- Clear photographs of the damaged item and packaging
Once we’ve reviewed the information, we’ll arrange an appropriate solution, which may include a replacement, repair or refund.
Change of Mind
Under UK consumer law, you may have the right to cancel your order within 14 days of receiving your goods.
If you wish to return an item because you’ve changed your mind:
- The artwork must be returned unused and in its original condition.
- It must be securely packaged to avoid damage during transit.
- Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
Once the returned item has been received and inspected, any eligible refund will be processed to your original payment method.
Bespoke Commissions
Commissioned artwork is created specifically for you.
Because of its personalised nature, commissioned artwork cannot normally be cancelled or refunded once work has begun, unless otherwise agreed in writing or required by law.
If you have any concerns during the creative process, please contact us as soon as possible so we can discuss the best solution.
Limited Edition Prints
Limited edition prints are produced to a high standard and carefully inspected before dispatch.
If your print arrives damaged or defective, we will work with you to resolve the issue promptly.
Returns requested simply because of a change of mind must comply with the conditions outlined above.
Original Artwork
Original artworks may be returned in accordance with your statutory rights.
Please contact us before returning an original artwork so that suitable arrangements can be made.
Refund Processing
Approved refunds will normally be processed within 5–10 working days after the returned item has been received and inspected.
Refunds will be made using the same payment method used for the original purchase.
Incorrect Orders
If you receive the wrong item, please contact us within 14 days of delivery.
We will arrange for the correct artwork to be supplied as quickly as possible at no additional cost to you.
How to Contact Us
If you need to arrange a return or discuss any issue with your order, please use the Contact page on this website.
Please include your order number wherever possible to help us assist you quickly.
Your Consumer Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer protection legislation.