Refund and Returns Policy
Returns & Refunds Policy
The IndoBrit – Artworks & Collaborations
Last updated: 24 August 2026
At The IndoBrit, we take great care in creating, handling, packaging and dispatching every artwork. We work with talented artists and offer both ready-made artworks and artworks created specifically for individual customers.
This policy explains how returns, cancellations, refunds, replacements and damaged deliveries are handled for purchases made through The IndoBrit website.
Nothing in this policy affects your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Custom & Personalised Artwork
Custom or personalised artwork means an artwork made specifically to your requirements or clearly personalised for you. This may include, for example:
A specific size or format made exclusively to your order
A particular subject, composition or design requested by you
Specific colours or artistic requirements outside our standard offering
Personalisation such as names, dates, messages or other unique details
An artwork commissioned exclusively for you
Change of mind
Because custom and personalised artworks are made specifically for an individual customer, the normal 14-day change-of-mind cancellation right for online purchases does not generally apply to these items.
Once you have approved the commission and we have started creating the artwork, you cannot normally cancel it simply because you have changed your mind.
If you wish to cancel before work has started, please contact us as soon as possible. We will consider the request and let you know whether cancellation is possible, taking into account any costs or work already incurred.
Artwork that is damaged, faulty or does not match your agreed specification
If your custom or personalised artwork arrives damaged, is faulty, or does not match the agreed specification, please contact us promptly.
Depending on the circumstances, we may offer a repair, replacement, remake or refund in accordance with your statutory rights.
We will work with you to find the most appropriate solution and will not ask you to bear reasonable return costs where the item is being returned because it is faulty, damaged or does not conform to the agreed order.
2. Ready-Made / Non-Custom Artwork
Non-custom artwork means a completed artwork offered for sale through our website without individual changes or personalisation.
Change of mind
If you purchase a non-custom artwork online as a consumer, you generally have the right to cancel your order within 14 days of receiving the artwork, without giving a reason.
After notifying us of your cancellation, you normally have a further 14 days to return the artwork to us.
The artwork should be returned in its original condition, with reasonable care taken to protect it during return.
You may handle the artwork as you reasonably need to in order to inspect it, in a similar way to how you could inspect an item in a shop. However, you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the artwork.
Return postage
For a change-of-mind return, you are responsible for the reasonable cost of returning the artwork to us, unless we have agreed otherwise.
If the artwork is being returned because it is faulty, damaged, not as described or otherwise does not conform to the contract, we will cover the reasonable return costs.
3. Damaged Artwork on Delivery
We package artworks carefully before dispatch, but damage can occasionally occur during transportation.
If your artwork arrives damaged:
Please contact us as soon as possible.
Provide your order number and photographs showing the damage.
Where possible, provide photographs of the outer packaging and any internal protective packaging.
Please keep the original packaging until we have advised you what to do next.
We recommend reporting visible delivery damage within 3 days of delivery so that we can investigate the issue quickly and, where appropriate, make a claim with the delivery company.
This recommended reporting period does not remove or limit your statutory rights.
Depending on the circumstances and your legal rights, we may arrange a repair, replacement, remake or refund.
4. Faulty, Incorrect or Misdescribed Artwork
If an artwork is faulty, materially different from the description, does not match the agreed specification, or is otherwise not of satisfactory quality or fit for purpose, please contact us.
We will assess the issue and provide the appropriate remedy in accordance with applicable consumer law. This may include repair, replacement, remake, price reduction or refund, depending on the circumstances.
We cannot exclude or restrict your statutory rights simply because an artwork is handmade, original or created by an independent artist.
5. How to Request a Cancellation, Return or Refund
Please email:
Please include:
Your order number
Your name and contact details
The artwork concerned
The reason for your request, where applicable
Photographs, if the artwork is damaged, faulty or incorrect
For damage claims, please keep the artwork and all original packaging until we have advised you what to do next.
We may ask you to return the artwork before a refund, repair or replacement is arranged where this is appropriate.
6. Refunds
Where you are legally entitled to a refund, we will process it without undue delay and in accordance with applicable UK consumer law.
For a valid online change-of-mind cancellation, we will normally refund:
The price paid for the artwork; and
The cost of standard delivery paid at the time of purchase.
If you selected a more expensive delivery service, we are only required to refund the cost of the standard delivery option.
For change-of-mind returns, you are normally responsible for the cost of returning the artwork to us.
Refunds will normally be made using the same payment method used for the original purchase, unless another method has been agreed with you.
Where a refund is due following a valid cancellation, we will normally issue it within 14 days of receiving the returned artwork, or earlier where applicable under consumer law.
7. Condition of Returned Artwork
For change-of-mind returns, please take reasonable care of the artwork while it is in your possession.
The artwork should be returned safely and, where possible, using the original packaging.
If an item has been damaged or its value reduced because it has been handled beyond what is reasonably necessary to inspect it, we may be entitled to make a deduction from the refund in accordance with applicable law.
This does not affect your statutory rights where an artwork is returned because it is faulty, damaged, not as described or otherwise does not conform to the contract.
8. Items We Cannot Accept as Change-of-Mind Returns
The normal 14-day cancellation right does not generally apply to:
Custom-made artworks
Clearly personalised artworks
Other goods that fall within a statutory exception to the cancellation right
This does not affect your statutory rights if a custom or personalised artwork is faulty, damaged, not as described or does not conform to the agreed specification.
9. Circumstances Outside Our Responsibility
We are not responsible for damage caused after delivery by inappropriate handling, accidental damage, incorrect storage, unsuitable display conditions, unauthorised alterations, or attempts to repair or modify the artwork.
Where an artwork has natural or intentional characteristics associated with its artistic technique or materials, these will not automatically be considered faults.
For example, handmade artworks may contain minor variations in texture, brushwork, colour, finish or other characteristics that make each piece unique.
Similarly, colours may appear slightly different depending on your screen, monitor or device settings. Reasonable differences caused by screen display are not normally considered a defect.
However, an artwork will still be covered by your statutory rights where it is materially different from its description or agreed specification.
10. Your Statutory Rights
This policy does not affect your statutory rights under UK consumer law.
Where applicable, customers have rights in relation to goods that are not of satisfactory quality, not fit for purpose, or not as described.
Nothing in this policy is intended to exclude, restrict or replace those rights.
If you have any questions about returns, cancellations or refunds, please contact us at:
The IndoBrit – Artworks & Collaborations