Effective Date: 12 August 2025
Returns & Refunds Policy
Last Updated: 6 October 2026
1. Welcome
Welcome to Art is Lit.
We want every purchase made through our marketplace to be enjoyable, transparent and fair. Every Artwork represents the time, creativity and skill of an independent Artist, while every Buyer should be able to purchase with confidence.
Most orders are completed without any problems. However, if something does go wrong, this Policy explains how cancellations, returns, refunds and delivery-related issues are handled through Art is Lit.
We encourage Buyers and Artists to communicate with each other wherever possible, as many issues can be resolved quickly through a conversation.
Nothing in this Policy is intended to exclude, restrict or replace statutory consumer rights or remedies that cannot legally be excluded.
2. Reporting a Problem or Requesting a Return or Refund
If there is a problem with your order, please report it as soon as reasonably possible.
2.1 Buyers with an Art is Lit Account
If you purchased while signed into your Art is Lit account, please contact the Artist directly through Art is Lit first.
Please provide:
- your order number;
- the name of the Artwork;
- a clear explanation of the issue; and
- photographs or other supporting evidence where relevant.
Please keep relevant communication through Art is Lit wherever possible so that there is a record of the conversation.
If you and the Artist cannot resolve the matter, Art is Lit may assist.
2.2 Guest Buyers
If you checked out as a guest, you may contact the Artist directly where contact details are available, or submit an Art is Lit Return & Refund Request.
You will normally be asked for:
- your name;
- the email address used for the order;
- your order number;
- the Artwork/Product name;
- whether the item has been received;
- the delivery date;
- the reason for your request;
- details of the problem; and
- photographs or other supporting evidence where appropriate.
Submitting a request does not automatically approve a refund. The circumstances will be reviewed and further information may be requested.
3. 48-Hour Buyer Inspection Period
We ask Buyers to inspect their Artwork as soon as reasonably possible after delivery.
The 48-hour Buyer Inspection Period begins when the courier or delivery provider records the order as delivered.
Please check that:
- the correct Artwork has arrived;
- it matches the listing description and photographs;
- it has arrived without damage;
- certificates, accessories or accompanying items are included where applicable; and
- the order is otherwise as expected.
Where reasonably possible, please report damage, defects, incorrect items or significant differences from the listing within 48 hours of delivery.
Prompt reporting is particularly helpful with delivery damage because it allows relevant evidence to be preserved and may allow the Artist or courier to investigate.
Where possible, retain the Artwork, original packaging, shipping labels and protective materials and take clear photographs.
Please avoid repairing, altering, cleaning or disposing of the Artwork while a reported issue is being investigated.
Your statutory rights
The 48-hour Buyer Inspection Period is an Art is Lit reporting and marketplace process.
It does not remove, replace, shorten or reduce statutory consumer rights or remedies available under applicable law.
4. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact the Artist as soon as possible.
Where cancellation is permitted and the order has not yet been dispatched, the order will normally be cancelled and the appropriate refund returned using the original payment method.
Where a full refund is due, the Buyer will receive the full amount they are entitled to receive.
Art is Lit does not deduct its payment-processing costs from a Buyer’s refund.
Personalised, bespoke or commissioned Artwork may be subject to different cancellation rules as explained below.
5. Cancellation or Change of Mind After Dispatch
Once an order has been dispatched, it may no longer be possible to stop the delivery.
However, dispatch does not remove any statutory cancellation or return rights available to the Buyer.
For eligible goods purchased online, UK consumers may have a statutory right to cancel within the applicable cancellation period.
Where a Buyer exercises an applicable statutory cancellation right, the Buyer should notify the Artist or Art is Lit clearly that they wish to cancel.
The Buyer should not return an Artwork without first obtaining appropriate return instructions.
6. Personalised, Bespoke and Commissioned Artwork
The normal change-of-mind cancellation right may not apply to Artwork or products that are:
- made to the Buyer’s specifications;
- commissioned specifically for the Buyer; or
- clearly personalised.
This does not affect the Buyer’s rights where an item is faulty, damaged, incorrect or not as described.
7. When a Return or Refund May Be Appropriate
Subject to applicable consumer law, a return, refund or another remedy may be appropriate where:
- the wrong Artwork was received;
- the Artwork arrived damaged;
- the Artwork is faulty;
- the Artwork is materially different from its description or photographs;
- important information in the listing was materially inaccurate or omitted;
- part of the order is missing;
- the Artist agrees to a return;
- the Buyer exercises an applicable statutory cancellation right; or
- another remedy is required by applicable consumer law.
Depending on the circumstances, an appropriate solution may include a refund, partial refund, repair, replacement, price reduction or another mutually agreed solution.
8. Handmade, Original, Vintage and One-of-a-Kind Artwork
Many items sold through Art is Lit are handmade, hand-finished, vintage or individually created.
Small variations in colour, texture, brushstrokes, glazing, grain, finish, dimensions or other natural characteristics may be part of an Artwork’s originality.
Similarly, vintage, antique, reclaimed or restored Artwork may naturally show signs of age or previous use.
Characteristics that are accurately disclosed in the listing or reasonably visible in the photographs will not normally constitute defects.
Artists should therefore provide clear photographs and accurate descriptions and disclose significant imperfections, damage or other characteristics Buyers should reasonably know about before purchasing.
9. Returning an Artwork
Please contact the Artist or submit an Art is Lit Return & Refund Request before sending an Artwork back.
Where a return is required, appropriate return instructions should be provided.
Unless specifically instructed otherwise, do not return Artwork to Art is Lit. Physical returns will normally be sent to the Artist or another specified return address.
Where reasonably possible:
- use the original packaging and protective materials;
- package the Artwork securely;
- include certificates, accessories and other items originally supplied;
- use tracked delivery;
- retain proof of postage; and
- consider appropriate transit insurance for valuable or fragile Artwork.
Artwork should be treated with reasonable care while a return is being arranged.
10. Return Delivery Costs
Who pays for return delivery depends primarily on why the Artwork is being returned and the Buyer’s applicable legal rights.
10.1 Change-of-Mind Returns
Where permitted by law and properly communicated before purchase, a Buyer exercising an applicable change-of-mind cancellation right may be responsible for the direct cost of returning the Artwork.
We strongly recommend tracked delivery and appropriate insurance, particularly for valuable, fragile or one-of-a-kind Artwork.
10.2 Damaged, Faulty, Incorrect or Not-as-Described Artwork
Where an Artwork is faulty, damaged, incorrect or not as described and applicable law places the return cost on the seller, the Buyer will not be expected to bear the reasonable cost of returning it.
Depending on the circumstances, the Artist may:
- provide a prepaid return label;
- arrange collection; or
- agree an appropriate tracked return service with the Buyer.
Please do not select an unnecessarily expensive return service without prior agreement unless reasonably necessary.
10.3 Large, Fragile or Valuable Artwork
Specialist packaging, insurance or courier services may be necessary.
The Buyer and Artist should agree suitable return arrangements before the Artwork is sent wherever reasonably possible.
10.4 International Returns
International returns may involve customs procedures, duties, taxes, brokerage fees or other costs.
Responsibility will depend on the reason for the return, circumstances of the transaction and applicable law.
11. Refunds
Approved refunds will normally be returned using the original payment method.
Depending on the circumstances and applicable consumer rights, an appropriate outcome may include:
- a full refund;
- a partial refund;
- a replacement;
- a repair;
- a price reduction; or
- another mutually agreed solution.
Buyers will not be charged Art is Lit’s payment-processing costs when an appropriate refund is issued.
Payment-processing fees incurred by Art is Lit are handled separately by Art is Lit and its payment provider.
11.1 Original Delivery Charges
Where an eligible statutory cancellation applies, the refund will include the original standard delivery charge where required by law.
If the Buyer selected a more expensive delivery option, such as express or premium delivery, the additional amount above the least expensive standard delivery option offered may not be refundable where permitted by law.
11.2 Refund Timing
Refunds will be processed within the timeframe required by applicable law.
After a refund has been processed, the time taken for the funds to appear in the Buyer’s account may depend on the Buyer’s bank, card issuer or payment provider.
12. Artist Payments and Refunds
Art is Lit operates a multi-Artist marketplace.
Payments made by Buyers are processed through Art is Lit’s payment system and the relevant Artist’s earnings are allocated according to Art is Lit’s applicable Artist terms.
If an order is cancelled or refunded before the Artist has received their earnings, the Artist will not be entitled to retain earnings relating to the refunded amount.
If an appropriate refund is required after the Artist has already received payment, Art is Lit may recover or offset from the Artist amounts that the Artist is responsible for under the Artist Agreement, applicable policies and applicable law.
The precise responsibility will depend on the reason for the refund and the circumstances of the transaction.
Art is Lit’s own payment-processing fees will not normally be deducted from an Artist’s standard earnings simply because a successful payment was processed.
Further information about Artist commission, payments, shipping charges and refunds is provided in the Artist Payments, Commission, Shipping & Refunds Guide and Artist Agreement.
13. Delivery, Tracking and Courier Information
Artists are responsible for arranging appropriate delivery for physical Artwork sold through Art is Lit unless otherwise stated.
Where tracking is available, Artists should provide accurate tracking information and keep shipment information reasonably up to date.
For the purpose of Art is Lit’s 48-hour Buyer Inspection Period, the period begins when the courier or delivery provider records the order as delivered.
An Artist manually changing an order or shipment status to “Delivered” does not by itself override courier records or determine the outcome of a dispute.
Similarly, a courier marking an item as delivered does not automatically determine the outcome of a non-delivery claim.
Art is Lit may consider all relevant evidence, including:
- tracking information;
- proof of dispatch;
- delivery records;
- delivery photographs;
- communications between Buyer and Artist; and
- other relevant evidence.
14. Artwork Damaged or Lost During Delivery
Artists are responsible for packaging Artwork appropriately for its size, weight, material, value and fragility.
If an Artwork arrives damaged, please report the issue as soon as reasonably possible and, where possible, during the 48-hour Buyer Inspection Period.
Please retain the Artwork and packaging and provide clear photographs where possible.
Where an Artwork appears to have been lost in transit, the Artist and/or Art is Lit may investigate the shipment using courier tracking and other available evidence.
Responsibility for refunds, replacement, courier claims and associated costs will depend on the circumstances and applicable law.
15. Digital Artwork and Downloads
Different cancellation rules may apply to digital content.
Where a digital product is supplied immediately, the Buyer may be asked to expressly consent to supply beginning during the applicable cancellation period and acknowledge the effect that beginning the supply may have on their cancellation rights.
This does not remove applicable rights where digital content is faulty, inaccessible, corrupted or does not conform to the contract.
16. Communication and Dispute Resolution
Most problems are best resolved through communication.
Buyers should normally contact the Artist first where possible.
If the Buyer and Artist cannot reach a resolution, Art is Lit may review the matter.
Relevant evidence may include:
- listing descriptions and photographs;
- order information;
- messages exchanged through Art is Lit;
- photographs or videos;
- courier tracking and delivery records;
- certificates of authenticity;
- payment records; and
- other relevant information.
Buyers and Artists are expected to cooperate, provide accurate information and communicate respectfully.
17. Payment Disputes and Chargebacks
Where possible, we encourage Buyers to contact the Artist and/or Art is Lit before initiating a chargeback or payment dispute.
This may allow the issue to be resolved more quickly.
Contacting Art is Lit first does not affect any legal right a Buyer may have to contact their bank, card issuer or payment provider.
Art is Lit may cooperate with its payment provider, banks or card issuers and provide relevant transaction information where reasonably necessary to investigate a payment dispute or comply with legal obligations.
Where a payment dispute relates to an Artist’s sale, the Artist may be required to provide information or evidence reasonably requested by Art is Lit.
18. Buyer Responsibilities
Buyers should:
- read listings carefully before purchasing;
- provide accurate delivery information;
- inspect Artwork promptly following delivery;
- report genuine problems promptly;
- retain packaging where reasonably possible;
- provide truthful information and evidence;
- package authorised returns appropriately; and
- communicate respectfully.
19. Artist Responsibilities
Artists should:
- describe Artwork accurately;
- provide clear and representative photographs;
- disclose known defects or significant imperfections;
- package Artwork appropriately;
- dispatch orders within stated timescales;
- provide accurate tracking information where available;
- keep shipment information reasonably up to date;
- communicate promptly with Buyers;
- provide appropriate return instructions;
- cooperate with legitimate cancellation, return and refund requests; and
- comply with applicable consumer law and Art is Lit policies.
Artists should also retain appropriate proof of dispatch and courier information, particularly for valuable or one-of-a-kind Artwork.
20. Protecting Our Marketplace
Art is Lit may investigate suspected misuse of the returns, refunds or dispute process.
This may include suspected:
- false or misleading claims;
- manipulated evidence;
- deliberately damaged Artwork;
- substituted returns;
- false non-delivery claims;
- duplicate refunds;
- abusive chargebacks; or
- other dishonest conduct.
Any action taken will depend on the circumstances and applicable law.
Honest mistakes and genuine disagreements will not automatically be treated as misconduct.
21. Art is Lit’s Marketplace Role
Art is Lit provides a marketplace through which independent Artists offer Artwork and other eligible products to Buyers.
Unless expressly stated otherwise, Art is Lit is not the creator, manufacturer or owner of Artwork listed by independent Artists.
Artists remain responsible for their listings, Artwork, packaging, fulfilment and obligations arising from their sales.
Where appropriate, Art is Lit may:
- record Return & Refund Requests;
- facilitate communication between Buyers and Artists;
- review relevant information and evidence;
- help facilitate cancellations, returns and refunds;
- assist with unresolved disputes; and
- take reasonable action to protect Buyers, Artists and the marketplace.
22. Statutory Consumer Rights
Nothing in this Policy is intended to exclude, restrict or replace statutory rights or remedies that cannot lawfully be excluded.
UK consumers may have rights under applicable consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as amended.
Where mandatory consumer law provides greater protection than this Policy, the applicable legal right takes precedence.
23. Contact and Getting Help
Do you have an Art is Lit account?
Please contact the Artist directly through Art is Lit first. Starting a conversation with the Artist is normally the quickest way to resolve an order issue.
Did you purchase as a guest?
Please complete the Return & Refund Request Form and have your order number available. Your order number can be found in your Art is Lit order confirmation email.
Already contacted the Artist but still need help?
Art is Lit Support
support@artislit.com
For legal, administrative or data protection enquiries:
Legal & Administrative Team
ail.admin@artislit.com
Our Fairness Promise
At Art is Lit, we believe every Artwork tells a story, every Artist deserves respect and every Buyer deserves confidence in what they purchase.
When something goes wrong, our goal is to understand what happened, encourage communication, consider the available evidence and help reach a fair and appropriate outcome.
Behind every order is an Artist who has invested creativity, time and passion and a Buyer who has placed their trust in that Artist and our marketplace.
By acting with honesty, kindness and respect, we can build a creative community where Artists feel supported, Buyers shop with confidence and everyone feels welcome.