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Last updated:1st March 2026
 

This Returns & Refunds Policy explains how we handle cancellations, returns, replacements, and refunds for purchases made through the Polebrook Art website. Because most of our products are made to order, the policy differs from standard retail returns.

If you have any questions, please contact us at: Email: tomdbin@icloud.com
 

1. Made‑to‑Order Products

Most Polebrook Art products — including prints, framed prints, canvases, and other artwork — are made to order. Each item is produced specifically for you once your order is placed.

Under UK consumer law, made‑to‑order items are exempt from the standard 14‑day cancellation period.

For this reason:

• We cannot accept returns for non‑faulty items.

• We cannot cancel an order once production has begun.

• Changes to size, frame, or design cannot be made after production starts.

If you need to amend or cancel an order, please contact us immediately. We can help only if production has not yet started.
 

2. Faulty or Damaged Items

If your order arrives damaged or faulty:

• Contact us within 7 days of delivery.

• Include photographs of the damage and the packaging.

• We will arrange a replacement or refund at no additional cost.

Depending on the situation, we may ask you to return the item or dispose of it.
 

3. Incorrect or Missing Items

If you receive the wrong item or part of your order is missing:

• Notify us within 7 days of delivery.

• We will correct the issue promptly by sending the missing or correct item.
   

4. Returns Procedure (Where Required)

In the rare cases where a return is necessary:

• We will provide return instructions by email.

• Items must be returned in their original condition and packaging where possible.

• Once the item is received and inspected, we will confirm whether a refund or replacement will be issued.

We do not accept unsolicited returns.
 

5. Refunds

Refunds are issued to the original payment method.

• Approved refunds are typically processed within 5–10 working days.

• Bank processing times may vary.

• Delivery charges are refunded only where the entire order is faulty or incorrect.
   

6. Colour, Material & Size Variations

Because our products are produced by professional fulfilment partners:

• Colours may vary slightly due to screen settings.

• Sizes are approximate.

• Frames, mounts, and materials may vary slightly depending on supplier availability.

These variations do not constitute faults and are not eligible for return.
 

7. Items Lost in Transit

If your order does not arrive within the expected timeframe:

• Contact us and we will investigate with the courier.

• If the courier confirms the item is lost, we will issue a replacement or refund.
   

8. Customer Responsibilities

To help ensure a smooth experience:

• Please provide accurate delivery information at checkout.

• Inspect your order promptly upon arrival.

• Follow any care instructions provided with your artwork.

If a parcel is returned to us due to incorrect or incomplete address details, additional delivery charges may apply.
 

9. Contact Us
If you have any questions about this policy or need help with an order, please contact:

Polebrook Art Email: tomdbin@icloud.com Address: Thatch Cottage, Church Street, Polebrook. PE8 5LR