Refunds & Returns Policy

At Amusanilona, every artwork and product is prepared with great care. We want you to feel confident when purchasing from us.

Because we offer a mixture of original artwork, custom-made commissions, prints, digital products and art tuition, different cancellation and return conditions apply depending on what you purchase.

Nothing in this policy affects your statutory rights.

1. Custom & Personalised Artwork

Custom portrait commissions and other artworks created specifically for you are personalised, made-to-order products.

This includes, for example:

• Portraits created from your photographs
• Family, wedding and memorial portraits
• Artwork incorporating specific people, images or details requested by you
• Bespoke sizes, compositions or other significant customisation

Because these artworks are created specifically for an individual customer, they cannot normally be returned or refunded simply because you change your mind once work has begun.

Cancelling a Commission

If you wish to cancel a commission, please contact us as soon as possible.

If work has not yet started, we will normally be happy to cancel the commission and issue a refund.

Once work has started, cancellation or refund requests will be considered based on the stage the artwork has reached and any work, materials or costs already incurred.

Once a custom artwork has been completed, it cannot be returned for a change of mind.

This does not affect your rights if the artwork is faulty, damaged or materially different from what was agreed.

2. Reference Images & Artistic Interpretation

Customers are responsible for providing photographs of sufficient quality for their commissioned artwork.

We will always aim to create a faithful and highly detailed interpretation of the supplied reference photographs. However, hand-created artwork is an artistic interpretation rather than a photographic reproduction.

Small differences between the artwork, the reference photograph and how colours or tones appear on different screens are therefore not considered faults.

Where substantial alterations to the original reference, composition or design are requested after work has commenced, additional charges may apply.

3. Original Artwork

Original artworks that have not been personalised or created specifically for you may be returned in accordance with your applicable consumer cancellation rights.

For UK online purchases, please contact us within 14 days of receiving your artwork if you wish to cancel your purchase.

Once you have notified us, the artwork should be returned within a further 14 days.

The artwork must be securely packaged and returned in substantially the same condition in which it was received. You may inspect the artwork as you reasonably would before purchasing it, but we may make an appropriate deduction if its value has been reduced by unnecessary handling or damage.

4. Standard Prints & Non-Personalised Physical Products

Standard prints and other non-personalised physical products purchased online may also be returned where applicable.

Please notify us within 14 days of receiving your order that you wish to cancel.

You will then have a further 14 days to return the product.

Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost and safe return of the item.

We strongly recommend using an insured and trackable postal service, particularly when returning artwork.

Please do not return artwork or products without contacting us first so that we can provide the correct return instructions.

5. Personalised Prints

A print created specifically using your own photograph, name, wording, composition or other personalisation is considered a custom product.

Personalised prints cannot normally be returned or refunded because of a change of mind.

If your personalised print arrives faulty, damaged, incorrectly produced or materially different from your confirmed order, please contact us and we will resolve the issue.

6. Damaged or Faulty Orders

Please inspect your order as soon as possible after delivery.

If your artwork or product arrives damaged, faulty or incorrect, please contact us as soon as possible. Where possible, please include:

• Your order number
• Photographs of the artwork or product
• Photographs of the external packaging
• A short description of the problem

For shipping damage, contacting us promptly, ideally within 48 hours of delivery, can help us investigate the issue with the delivery provider. This request does not limit your statutory consumer rights.

Depending on the circumstances, we may offer an appropriate repair, replacement, reprint or refund.

Where we require a faulty or damaged product to be returned, we will provide return instructions and cover reasonable return postage costs where required.

7. Refunds

Once an eligible return has been received and inspected, we will confirm the outcome of your refund.

Approved refunds will normally be made to the original payment method.

Where you are exercising your statutory right to cancel an eligible online physical order, your standard outbound delivery charge will also be refunded where required by law. If you selected a more expensive delivery option, such as express delivery, we are only required to refund the equivalent cost of our standard delivery service.

We may withhold a refund until the returned goods have been received or you provide evidence that they have been sent back, where permitted.

8. Digital Downloads & Digital Products

Digital products may include:

• Downloadable drawing guides
• PDF workbooks
• E-books
• Digital reference materials
• Recorded video lessons
• Downloadable tutorials
• Immediately accessible digital course content

When you purchase digital content and request or agree to receive immediate access, you may be asked to expressly consent to delivery beginning immediately and acknowledge that you will lose your statutory 14-day cancellation right once access or downloading begins.

Once digital content has been downloaded, accessed or supplied following that consent, it is normally non-refundable for change of mind.

This does not affect your statutory rights if digital content is faulty, inaccessible because of a problem on our side, or materially different from its description.

If you experience a technical problem accessing your purchase, please contact us and we will be happy to help.

9. Online Courses

Where an online course provides immediate access to recorded lessons, downloads or other digital material, the digital content provisions above will apply.

If your purchase includes live tuition, personal feedback or another service element, different cancellation provisions may apply to that part of the purchase.

Any additional course-specific cancellation terms will be clearly displayed before purchase.

10. Return Shipping

For eligible change-of-mind returns, return postage is normally the responsibility of the customer.

Artwork should be returned:

• In protective packaging suitable for fine artwork
• Securely packaged to prevent movement or damage
• Using a trackable service
• Using appropriate insurance based on the value of the artwork

Please retain your proof of postage until your refund has been completed.

We cannot accept responsibility for damage caused by inadequate return packaging.

If you are returning something because it is faulty, damaged, incorrect or not as described, please contact us before sending it so that we can provide appropriate instructions.

11. International Orders

If you are returning an order from outside the United Kingdom, please contact us before sending the item.

Customers may be responsible for return shipping charges, customs documentation and other costs relating to a change-of-mind return.

Any additional consumer rights that apply in your country of residence will remain unaffected.

12. Exchanges

Because many Amusanilona artworks are unique or custom-made, direct exchanges are not always possible.

If you have purchased an eligible standard product and would prefer another product, please contact us and we will let you know the options available.

Custom and personalised artworks cannot normally be exchanged.

13. How to Request a Return or Refund

To request a return, cancellation or refund, please contact Amusanilona through the Contact Us page on our website.

Please include:

• Your full name
• Your order number
• The item purchased
• The reason for contacting us
• Photographs where the item is damaged or faulty

Please contact us before returning any artwork, as fine artwork may require specific packaging and return instructions.

14. Your Statutory Rights

It is our responsibility to supply goods, digital content and services that meet your consumer rights.

Nothing in this Refunds & Returns Policy is intended to exclude, restrict or replace any rights you have under applicable consumer law.

Amusanilona
Fine Art • Custom Portraits • Art Education
www.amusanilona.com