Refund and Returns Policy

We want you to feel confident when purchasing artwork. Because each piece is unique, our refund and return policy varies depending on the type of item you buy. Please read carefully before placing your order.

Commissions & Original Artwork

All sales are final.
Due to the bespoke and one-of-a-kind nature of commissioned and original works, we cannot offer refunds, returns or exchanges once the piece has been completed and delivered.
If your artwork arrives damaged in transit, please contact us within 7 days with photos and we will work with you to resolve the issue.

Limited Edition Prints

Refunds or exchanges are available within 14 days of delivery.
Items must be returned in their original condition and packaging.
Customers are responsible for return shipping costs unless the item was faulty or the item was not as described.
Once the return is received and inspected, a refund will be issued to your original payment method. To be eligible for a return, your item must be unused and in the same condition that you received it.

Open Edition Prints & Merchandise

Refunds or exchanges are available within 30 days of delivery.
Items must be returned unused and in their original condition.
Customers are responsible for return shipping costs unless the item was faulty or the item was not as described. To be eligible for a return, your item must be unused and in the same condition that you received it.
Store credit may be offered if preferred.

Additional non-returnable items: Gift Cards

Shipping & Damages

We take great care in packaging artwork. However, if your order arrives damaged, please notify us within 7 days with photos of the damage and packaging.
We will arrange a replacement (if available) or issue a full refund.
To return your product, first email accounts@trudy-mason.co.uk for a return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Legal Rights

This policy does not affect your statutory rights. In accordance with UK consumer law, you are entitled to a refund or replacement if goods are faulty, damaged or not as described.

Contact

For any questions about your order, returns, or refunds, please email us at accounts@trudy-mason.co.uk. We aim to respond within 2 business days.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at accounts@trudy-mason.co.uk and we will confirm an address to send the item.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.