Nothing in this policy affects your statutory rights. If an item is faulty or not as described, or if a service isn’t carried out with reasonable care and skill, you may be entitled to a repair, replacement, price reduction, or refund.
2) Bespoke commissioned oil portraits
Change-of-mind cancellations
Commissioned portraits are made to your specification. For that reason, change-of-mind returns and refunds do not apply once work has begun.
Deposits, cancellations, and work completed
A commission normally requires a deposit to reserve time and begin planning.
If you cancel after work has started, the deposit is non-refundable and we may also retain (or invoice for) the value of work already completed and any non-recoverable costs (for example: consultation time, design studies, materials ordered specifically for your commission).
If you cancel before work begins, we will refund any amounts paid minus any work already carried out at your request (for example: a consultation already delivered or paid-for travel).
If we need to cancel
If we cannot proceed and can’t offer a suitable alternative timetable, we will refund any amounts paid for work not yet completed.
3) Original works (one-off paintings)
Online / distance purchases (UK consumers)
If you buy an original work online or at a distance, you can cancel within 14 days of receiving the work, then return it within 14 days. You do not need to give a reason.
Please email info@robertmoutrey.com before returning anything, so we can confirm return steps.
Returns must be sent back securely packaged and in the same condition as received.
You are responsible for return shipping and insurance unless the work is faulty or not as described.
In-person purchases
If you buy in person (for example, from the studio), change-of-mind returns are not automatically available, but we’ll always try to be reasonable where we can.
4) Special edition prints
Standard prints (not personalised)
If you buy a print online or at a distance, you can cancel within 14 days of receiving it, then return it within 14 days.
Please email info@robertmoutrey.com before returning anything, so we can confirm return steps.
Prints must be returned in the same condition as received, ideally in original packaging.
You are responsible for return shipping unless the print is faulty or not as described.
Personalised / made-to-order items
If your print is personalised or made to a non-standard specification (for example, a custom size, bespoke framing, or any made-to-order variant), change-of-mind cancellation may not apply once production has begun.
5) Open studio sessions (tickets)
Open studio sessions are ticketed sessions scheduled for a specific date or period. Because places are limited, we use the following policy.
Cancellations by you
14+ days before the first session: full refund, or credit if you prefer.
13–7 days before the first session: credit to use on a future block (no cash refund).
Less than 7 days before the first session: no refund or credit.
After a block has started: no refunds for missed sessions.
If you’d like someone else to attend in your place, email info@robertmoutrey.com. Transfers are only possible with written approval and the attendee must agree to the studio guidelines.
If we cancel
If we cancel a session and can’t offer a suitable alternative, we will offer either:
a refund for the affected session(s), or
a credit (if you prefer).
6) Damage in transit
If anything arrives damaged, please email info@robertmoutrey.com within 48 hours of delivery with:
photos of the damage, and
photos of the packaging.
We’ll resolve the issue as quickly as possible (repair, replacement, or refund, depending on the item and what’s appropriate).
7) How refunds are processed
Where a refund is due, we’ll process it to the original payment method.
We may wait to issue a refund until the returned item is received (or you provide proof of return).
If you chose an upgraded delivery option, we refund the standard delivery cost (where applicable) rather than premium shipping.
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This complimentary brochure offers insight into the portrait process, the types of portraits available, and what it’s like to collaborate on a handcrafted oil painting. Save it for future reference or begin your portrait journey today.
