Refund policy

RETURNS, CANCELLATIONS AND REFUNDS POLICY

We hope you are delighted with your purchase. If for any reason you are not completely satisfied, please read the following policy carefully.

1. DAMAGED OR FAULTY ITEMS

If your order arrives damaged or faulty, please notify us within 48 hours of delivery and provide photographs of:

• The item
• The packaging
• Any damage sustained

We will assess the issue and, where appropriate, arrange a replacement, repair or refund.

2. CHANGE OF MIND RETURNS

If you have changed your mind about your purchase, you may request a return within 14 days of receiving your order.

To be eligible for a refund:

• The item must be returned in its original condition.
• The item must be securely packaged to prevent damage in transit.
• The item must be returned within 14 days of notifying us of your intention to cancel.

Customers are responsible for the cost of returning unwanted items unless otherwise agreed.

3. REFUNDS

Refunds will be processed within 14 days of receiving the returned goods.

Original delivery charges will only be refunded where required by applicable consumer legislation or where the item is faulty.

Return postage costs are non-refundable unless the item is faulty, damaged or supplied in error.

4. FRAMED ARTWORK

Framed artwork must be returned in the same condition in which it was supplied.

If returned artwork is damaged due to inadequate packaging or handling during return transit, a deduction may be made from any refund to reflect the loss in value.

We strongly recommend using a tracked and insured delivery service when returning framed artwork.

5. PERSONALISED OR CUSTOMISED ITEMS

Items that have been personalised, dedicated, commissioned, custom-framed to a customer’s specification, or otherwise produced to a customer’s individual requirements cannot be cancelled or returned unless faulty.

6. GIFT VOUCHERS

Gift vouchers are valid until the expiry date stated on the voucher.

Expired gift vouchers cannot be redeemed, extended, exchanged for cash, refunded or applied retrospectively to completed orders.

Customers are responsible for ensuring that vouchers are redeemed before their expiry date.

7. CONTACTING US

To arrange a return or report a problem with an order, please contact us at: hello@jacquelinerooney.com

Please include your order number and full details of your request.