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SHIPPING, RETURNS & REFUND POLICY

Last Updated: August 2026

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1. Order Processing & Dispatch Timelines

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  • Standard Prints & In-Stock Items: Dispatched within 3–5 business days.

  • Original Artworks & Framed Items: Dispatched within 5–7 business days to ensure custom protective packaging.

  • Custom Commissions: Completion and dispatch timelines are agreed upon individually.

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2. Shipping & International Customs

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  • Shipping charges are calculated at checkout based on item size, weight, and destination.

  • Orders are shipped via tracked delivery services (e.g., Royal Mail, DHL). Tracking details will be emailed upon dispatch.

  • Customs & Import Duties: International buyers are responsible for any customs fees, import duties, VAT, or local clearance taxes imposed by their destination country. Alex Ashton Art is not responsible for shipping delays caused by customs clearance procedures.

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3. Right to Cancel & Returns (14-Day Statutory Period)

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In accordance with UK Consumer Contracts Regulations and EU Consumer Rights Directives, online customers residing in the UK/EU have the statutory right to cancel and return standard purchases within 14 days of receipt.

Exemptions (Non-Returnable Items):

  • Custom Commissions & Personalized Artwork: Custom-made, commissioned, or personalized artworks cannot be returned, cancelled, or refunded once work has commenced or been delivered, unless damaged in transit.

  • Digital Downloads: Digital products are non-refundable once downloading or streaming has started.

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4. How to Return an Eligible Item

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  1. Notify me within 14 days of delivery by emailing alexashtonart@gmail.com with your order number and reason for return.

  2. Return the item(s) within 14 days of your return notification.

  3. Items must be returned in their original, undamaged condition and in original protective packaging.

  4. Return Shipping Costs: The buyer is responsible for return postage costs (unless the item arrived damaged or incorrect). We strongly recommend using a tracked and insured shipping service, as refunds cannot be processed for items lost or damaged during return transport.

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5. Damaged or Faulty Items

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In the event that artwork arrives damaged during shipping:

  1. Contact alexashtonart@gmail.com within 48 hours of delivery.

  2. Include clear photos of the damaged outer packaging, inner packaging, and damaged artwork.

  3. Upon verification, a replacement (for prints) or full refund/repair plan (for original artwork) will be arranged at no additional cost to you.

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