Terms and Conditions

Returns: Damaged Goods

Accidents happen. Hopefully you won’t be the first of my customers to receive a damaged parcel.

Items that get damaged in the delivery process should ideally not be signed for. You have the right to refuse to take delivery if the packaging is seriously damaged which leads you to believe the artwork will be too. Please ensure that you make a note on the tracking receipt that you sign on delivery that the parcel has been damaged in transit or on delivery and write ‘unchecked inside’ on the tracking receipt. If possible take pictures whilst the delivery person is present. Noting their name if they have ID badge on can also help.

Covid-19 update: It is common now for parcels to be left and not physically signed for.  If they’ve left it or a neighbour has taken it in, then take photographs of the outside and inside to clearly show what is wrong and send them to me please. I can take this up with the delivery service. Hold on to everything please until I ask for your further assistance depending upon the postal service response.

Please advise me within 72 hours of receipt of any damage on the contact form here.

What happens next:-

  1. Prints:
    We will discuss the actions required for issue of a replacement on receipt of photographs of the packaging and print. If agreed a replacement will be sent to you P&P free and the original order will become non-refundable.
  2. Paintings: These are one-off originals so the action taken will depend upon what damage has occurred.
  • Frame or glass damage: You may prefer to get it professionally re-framed or glazed and ask them to email me the invoice for payment. (I’ll re-claim from the postal service where possible.)
  • Paint damage: I should be able to repair it. I will need you to re-pack and return the painting. We can discuss the easiest postal method for you and options for me paying direct or you paying and me refunding you. (I’ll re-claim from the postal service where possible.) Once repaired and dry, I will send you images and subject to you being satisfied send the painting back to you. If you are not satisfied I will refund you.
  • Canvas damage: The painting will have to be returned. I will need you to re-pack and return the painting. We can discuss the easiest postal method for you and options for me paying direct or you paying and me refunding you the postage. On receipt of the painting I will refund you the order cost. The postal service may wish to take the painting to pay out the insurance to me.
  • Non-repairable damage I may have a print at a size acceptable to you or can get a print made. The image will be scaled down to fit a professional maximum width of 50 cm with any length to scale (with a framing gutter of 5cm on each edge). I will issue a separate order/invoice for that and refund the difference on the original order to you.

Returns: Changed your mind or gift not quite right?

I hope that you will love the print or painting that you have chosen and receive. However sometimes you may change your mind or a gift recipient prefer something else.

Under EU Rules you have the right to cancel and return your order within 14 days, for any reason and with no justification.

N.B. this excludes items that are a commission or personalised in any way. In each case the painting or print must be returned in its original state – unused. The Returns Form to advise me is here.

Examples of unacceptable use:

  • Glues or hanging tapes have been attached to the front or back of a print or painting on paper or canvas board.
  • Pin holes or other marks have been made in the print, paper, board or canvas.
  • An item on paper or board has been cut or adapted in anyway by you  to frame it.
  • A painting where you create holes in the stretchers for alternative hanging methods or framing.
  • A piece that has been hung in a kitchen, bathroom or over a fireplace which creates water-stains or grease or soot marks.

Undamaged items will then be refunded via PayPal for the sterling price you paid for the piece when I receive it .

Returns: Packaging

Where the original packaging is still usable i.e. it will prevent damage and be watertight, then please use that. Otherwise please add suitable protection before returning it.

Always ensure the item is packed so it will not be damaged on its return by an over-zealous postal service or the elements.

You should use tracking or a proof of posting service and insure the package.

Any loss or damage of the item on its return will be your responsibility and at your cost.

Returns: Refunds

Please look at the section above for either Damaged or EU Policy (changed mind).

PLEASE NOTE:

This only applies to paintings and prints bought directly from the artist or on this website www.kathrynsassall.com

Any purchases of my work made at exhibitions or through galleries (physical or online) please revert to them direct for their Terms and Conditions regarding Returns and Refunds. Thank you.