Refund policy

When you order a fine art print or other product from our website, you are commissioning a tailor-made, high-quality item to be produced specifically for you by our trusted print service provider.

All printed items you order are custom-made and bespoke to you as the end-consumer. The item(s) you purchase would not exist if you did not place your order. As such, they cannot be returned, exchanged or refunded once ordered, unless there is a defect with the product.

1. Cancelling and Changing Orders

We make no guarantee that orders can be cancelled or changed. However, if you change your mind after placing an order, you can email us at info@annamasonart.com, and we will attempt to cancel or change your order with the print service provider.

If the printer has already processed your order, you will still be charged, and the item you originally ordered will be sent to you. Orders can sometimes be processed by the printer shortly after being placed, so please only make a purchase once you've made your final decision on your choice.

Please note that we are a small team and our email inbox can be busy at times, so we cannot promise that hour cancellation request will be seen in time to cancel or change it with the printer. 

2. Product Faults

In the unlikely event that an item you ordered arrives damaged or incorrect, please email us at info@annamasonart.com with details of the issue, including photos of the damage or error, within 7 days of receiving your order. We will then provide instructions on how to proceed with the return of the faulty item. If your item is found to be defective, we will arrange a full refund or a replacement, including any shipping costs.

3. Address Details

Please ensure that the address you provide is correct when completing your purchase. We cannot accept responsibility for orders shipped to addresses that have been entered incorrectly.

4. No Exchanges

As all our products are custom-made, we do not accept exchanges. Please double-check your order before completing the purchase to ensure that all details are correct.

5. Check Import Duties if Ordering Overseas

Our fine art prints and phone cases are produced and shipped from within the UK, US and EU. If you live within one of these shipping zones, you won't need to pay import duties.

If you live outside of these zones, depending on your local laws, you may be expected to pay customs duties. Please carefully read our Shipping Policy for further details because it's your responsibility as the buyer to pay any applicable import duties to the carrier if they request it. Orders returned due to unpaid import charges cannot be refunded because your custom-made item would not exist had you not placed your order, so we will still have to pay the printer.