Refund policy

What rights do I have to cancel my order?

All products (original paintings see below)

You may cancel your order at any stage, provided we have not initiated production for your order or dispatched the relevant products to you. To do this you must notify us in writing by sending an email to info@highlandartworks.org.uk

We do not accept returns of unwanted items but we may collect damaged or incorrect items for investigation.

Highland Artworks is domiciled in the UK.

All European online retail platforms must adhere to the Consumer Contracts Regulations which came into force in the UK on 13 June 2014 (replacing the Distance Selling Regulations).

These regulations outline the various rights consumers have when it comes to cancelling orders which aren’t required. However, there are a number of exemptions to these rules and the types of product we create fall under those items that you are unable to return once received, unless there is a defect with the product.

The circumstances where the Consumer Contracts Regulations won’t give you a right to cancel include perishable items, CDs, DVDs, pharmaceutical products and software if you’ve broken the seal on the wrapping. Exemptions are also made for tailor-made or personalised items. All our products are print on demand products and are tailor made, custom-made and bespoke to the end-consumers individual specifications and no order would exist unless a personalised commission was provided.

Original Paintings

If you have changed your mind, or the artwork is unsuitable, and you wish to cancel, please keep the item and all the packaging and contact us immediately by email at info@highlandartworks.org.uk. Please do not return artworks without contacting us first. 

The UK Consumer Contracts Regulations, 2014, applying to online orders within the UK, give a legal right of 14 calendar days, from the day after you receive your goods, for you to cancel your order for whatever reason (with the exception above for all products that are not original paintings). Once cancelled you have a further 14 days to send the original painting back to us for a full refund. You will need to return the artwork to us in the same condition it was sent and you will have to pay for the return delivery. We recommend using a signed, tracked and insured service for your peace of mind as we cannot provide refunds on items lost in transit. We reserve the right to make deductions for any artworks that arrive back to us that are not in the same condition as sent. 

If you decide to cancel your order before it is despatched, please contact us immediately to enable us to cancel the order on our system.

What happens if I enter the delivery address incorrectly?

it is your responsibility to ensure you have entered the correct delivery address. The delivery service will usually send the package back to the return address if incorrect.

If the package is returned to us, then we’ll contact you and clarify the correct address before reshipping at your cost. However, packages are not always returned. In this case, you will have to make another order of the product to be sent again.