Refund policy

Return & Refund Policy

We comply fully with UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. This policy does not affect your statutory legal rights.

Change of Mind Returns

Ready-Made / Non-Custom Items

If you purchase a non-custom, non-personalised item online, you have the legal right to cancel your order within 14 days beginning the day after delivery for any reason.

To exercise this right, you must notify us within this 14-day period that you wish to cancel.

Once cancelled, you must return the item within a further 14 days.

Refunds will be issued after the item is returned and inspected.

You are responsible for the cost of returning the item unless it is faulty, damaged, or incorrectly supplied.

Items must be returned in reasonable condition. We may reduce any refund if an item has been handled beyond what is necessary to inspect it.

Custom, Personalised & Made-to-Order Artwork

Under UK law, cancellation rights do not apply to goods that are:

  • made to customer specifications,
  • personalised,
  • custom-sized,
  • specially commissioned,
  • or otherwise created specifically for the customer.

Because of this, custom or made-to-order artworks cannot be cancelled or returned unless they are faulty, damaged, or not as described.

Faulty, Damaged or Incorrect Items

Our art is carefully inspected, photographed and packaged before delivery.

Faults, errors or damage in transit is not expected, you are entitled to a repair, replacement, or refund in this event. 

  • Please inspect your order upon arrival and contact us as soon as possible if there is a problem.

Photographs of the issue and packaging may be requested to help assess transit damage claims.

Refunds

Where a refund is legally required, it will be issued using the original payment method.

Refunds are normally processed within 14 days of:

  • receiving returned goods, or
  • receiving evidence that goods have been returned.

Shipping costs are only refundable where required by law.

How to Request a Return

To request a return or report a problem with your order, contact:

Mark Coleman trading as CharBorn
Email: mark@charborn.co.uk


Please include:

  • your order number,
  • details of the issue,
  • and photographs where relevant.