Refunds and Returns Policy
This policy outlines your rights and our responsibilities when purchasing artwork, products, or booking workshops through this website.
It is written in line with the Consumer Rights Act 2015 (UK), the Consumer Contracts Regulations 2013 (UK), and equivalent EU consumer protection legislation. International customers are also covered by these principles where applicable.
Your legal rights
As a customer, you are entitled to:
- Receive goods that are as described, of satisfactory quality, and fit for purpose
• A repair, replacement, or refund if an item is faulty, damaged, or not as described
• A 14-day cooling-off period for most online purchases (see below)
These rights cannot be excluded or overridden by this policy.
Cooling-off period (online purchases)
For most items purchased online, you have the right to cancel your order within 14 days of receiving your item, without giving a reason.
You then have a further 14 days to return the item.
To be eligible:
- Items must be unused and in their original condition
• Items must be returned in original packaging where possible
• Proof of purchase is required and photographic evidence may be requested.
Refunds will include the original standard delivery cost (where applicable), in line with legal requirements.
Returns outside the cooling-off period
We offer a 30-day returns window from the date of delivery.
After the initial 14-day cooling-off period:
- Returns are accepted at our discretion
• Refunds may be partial depending on condition
• Items must still be returned unused and in good condition
Proof of purchase will be required before any returns or refunds are processed. In some cases photographic evidence of faulty or damaged goods will be requested.
Non-returnable items
The following are not eligible for return unless faulty:
- Commissioned or bespoke artwork
• Digital products or downloads
• Workshops, events, and bookings (see below)
Workshops and events
Workshops and events are non-refundable, except in the following cases:
- The event is cancelled by us
• Exceptional circumstances at our discretion
Where possible:
- Transfers to another date may be offered
• Credit may be issued instead of a refund
This reflects the nature of small-capacity, pre-booked events where materials and time are committed in advance.
Faulty or damaged items
If your item arrives damaged, faulty, or not as described:
- Contact us within 7 days of delivery
• Provide photographs where possible
You are entitled to:
- A repair or replacement, or
• A full refund if the issue cannot be resolved
Return shipping costs for faulty items will be covered by us.
Refunds
Once your return is received and inspected:
- You will be notified of approval or rejection
• Approved refunds will be processed to your original payment method
Please allow:
- Up to 10 working days for processing
• Additional time for your bank or card provider to complete the transaction
Late or missing refunds
If your refund has not arrived:
- Check your bank account again
• Contact your card provider or bank
• Allow time for processing delays
If issues persist, contact the studio
Sale items
Sale items may be refunded unless clearly stated otherwise at the point of purchase.
Your statutory rights still apply in all cases.
Exchanges
We only offer exchanges where items are faulty or damaged.
If you require an exchange, contact the studio by email
Gifts
If an item was purchased as a gift:
- Refunds will be issued to the original purchaser
• In some cases, store credit may be offered
Returns process
To return an item:
Contact us by email in the first instance with proof of purchase and photographic evidence if the product is faulty or has arrived damaged.
Wait for confirmation and return instructions
Send your item to:
Woodburn Studio
Ben Rinnes
Aberlour
Moray
AB38 9NN
United Kingdom
Return shipping
- Customers are responsible for return shipping costs unless the item is faulty with photographic proof provided
• Shipping costs are non-refundable
• We recommend using a tracked and insured service
We cannot be held responsible for items lost in transit.
Shipping costs
Shipping is generally included in the purchase price unless clearly stated otherwise.
Where additional shipping charges apply:
- These will be calculated based on destination
• Return shipping costs will reflect the origin of dispatch
International orders
For international customers:
- You are responsible for any customs duties, taxes, or import charges
• These are non-refundable
• Returns must comply with your local postal and customs regulations
Contact
For any questions regarding returns or refunds:
