Refund and Returns Policy

At My Art Castle, we want you to be completely delighted with your art. We understand that sometimes things change, or an item might not be quite what you expected. This policy outlines how we handle returns, refunds, and exchanges for both our premanufactured collections and our bespoke, custom-made pieces.

1. Overview

We offer a 14-day return window for eligible items. This means you have 14 days after receiving your item to request a return.
Due to the nature of our business—supporting independent artists and offering custom creations - different rules apply depending on whether you bought a standard stock item or a bespoke piece made just for you.

2. General Returns (Premanufactured Art)

For standard, premanufactured items (such as non-customised prints, posters, or stock frames), you have the right to cancel your purchase within 14 days of receiving the item without providing a specific reason.

  • Refund Amount: We will refund the full product price.
  • Shipping Costs: We do not refund the original shipping costs for voluntary returns (e.g., if you changed your mind). If your order was shipped with free shipping, the original shipping cost incurred by us may be deducted from your final refund.
  • Condition: To be eligible, your item must be in the same condition as when you received it—unused, with any protective covers or tags intact, and in its original packaging.

3. Bespoke and Custom Art

Because bespoke items are made specifically to your requirements (e.g., personalised portraits, custom sizes, or specific artist commissions), we cannot accept returns for these items if you simply change your mind.

Exceptions for Bespoke Items:

You may only return a bespoke item if it arrives defective, damaged, or incorrect (see Section 4). Please ensure you check all details, spelling, and size requirements carefully before confirming a custom order.

4. Damages, Defects, and Incorrect Items

Please inspect your order immediately upon arrival. If your item is defective, damaged in transit, or if you received the wrong item, please contact us straight away.

  • Resolution: We will evaluate the issue and provide a full refund or a free replacement.
  • Shipping Costs: For defective, damaged, or incorrect items, we will cover all return shipping costs.
  • Condition: A full refund or replacement will be issued regardless of the packaging status, provided the damage was not caused by you.

5. Shipping Costs for Returns
  • Our Fault (Defective/Damaged/Incorrect): We pay the return shipping costs.
  • Your Choice (Change of Mind): You are responsible for the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

6. Partial Refunds

In some situations, we may only be able to offer a partial refund:

  • The item is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
  • The item is returned more than 14 days after delivery.
  • The original packaging is missing or damaged, resulting in a reduction of the item's resale value.

7. Exchanges

The fastest way to ensure you get the item you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

8. How to Start a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email us at support@myartcastle.com with your order number and details about the product you would like to return. If the item is damaged, please include clear photos of the damage.
  2. Approval: We will review your request. If your return is accepted, we will send you instructions on how and where to send your package.
  3. Ship It: Pack the item securely (ideally in original packaging) and send it to the address provided. Items sent back to us without first requesting a return will not be accepted.

9. Refunds

Once we’ve received and inspected your return, we will notify you via email. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.