# Returns & Refunds Policy
Wizard Bones Art Ltd
Last updated: 14th September 2026
This Returns & Refunds Policy explains your rights when you buy from Wizard Bones Art Ltd ("Wizard Bones", "we", "us", "our") via our website at www.wizardbonesart.co.uk (the "Website"), and how returns, cancellations and refunds are handled for our different product types: original handmade artwork and sculptures, standard print-on-demand items, and bespoke/personalised products.
This policy should be read alongside our Terms and Conditions and Privacy Policy. Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
## 1. Our Product Types
Because Wizard Bones sells several different kinds of product, the right to cancel and return varies depending on what you have bought. Please check which category applies to your order:
1. Standard products – ready-made items not personalised to your specification (for example, a print-on-demand T-shirt in a standard design and size, sold as stock).
2. Original, one-of-a-kind artwork – individually handmade, unique items such as painted woodcuts, wood carvings, and clay sculptures, sold as-is and not made to your specific instructions.
3. Bespoke / personalised / made-to-order products – items created or customised specifically for you, such as a commissioned artwork made to your instructions, or a print-on-demand product personalised with your own design, text, name, or specific customisation request.
## 2. Your Right to Cancel (14-Day "Cooling-Off" Period)
### 2.1 Standard products and original artwork (not personalised)
If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This applies to standard products and to original, one-of-a-kind artwork, provided the item was not made or customised to your specific request.
To cancel:
- Contact us at [insert contact email] within 14 days of receiving your order, stating your order number and that you wish to cancel. You do not need to give a reason.
- Once you have told us you wish to cancel, you must return the goods to us within 14 days, at your own cost, unless the item is faulty or not as described (see clause 5).
- We will refund you within 14 days of receiving the returned item back, or of receiving evidence that you have sent it back (whichever is earlier).
### 2.2 Bespoke, personalised and made-to-order products
The 14-day cooling-off right described above does not apply to goods that are made to your specifications or are clearly personalised. This includes, for example:
- artwork commissioned to your specific instructions;
- a print-on-demand garment customised with your own design, text or artwork; or
- any product where you have specifically requested a particular customisation as part of the order.
This exemption exists under the Consumer Contracts Regulations 2013 because such goods cannot reasonably be resold once made. We will make clear to you at the point of ordering where a product falls into this category. This does not affect your right to a refund, repair or replacement if the item is faulty or not as described (see clause 5).
### 2.3 Condition of returned goods
If you cancel under clause 2.1, you must take reasonable care of the goods while they are in your possession. We may make a deduction from your refund if the value of the goods has been reduced as a result of unnecessary handling by you beyond what would be permitted in a shop (for example, if clothing has been worn or washed, or an artwork has been damaged).
## 3. How to Return an Item
To start a return or cancellation, please email us at wizardboooonesartwork@outlook.com with:
- your order number;
- the item(s) you wish to return; and
- the reason for return (optional for standard cancellations, required for faulty/not-as-described claims).
We will confirm the return process, including the return address. As a small, one-person business, please allow us a reasonable amount of time to respond — we aim to reply within 5no. business days.
Please do not send items back before contacting us, so we can make sure your return is processed correctly and sent to the right address.
## 4. Return Postage Costs
- If you are cancelling under your 14-day cooling-off right (clause 2.1) and the item is not faulty, you are responsible for the cost of returning the item to us, and we recommend using a tracked/insured postage service, particularly for artwork, as we cannot take responsibility for items lost or damaged in transit back to us.
- If the item is faulty, damaged on arrival, or not as described, we will cover reasonable return postage costs (see clause 5).
## 5. Faulty, Damaged or Not-as-Described Items
5.1 Under the Consumer Rights Act 2015, you are entitled to goods that are of satisfactory quality, fit for purpose, and as described. This applies to all our products, including original artwork, sculptures and print-on-demand items.
5.2 If your item arrives faulty, damaged in transit, or does not match its description, please contact us at wizardboooonesartwork@outlook.com as soon as reasonably possible, and in any event within 30 days of delivery for the strongest statutory remedies, with:
- your order number;
- a description of the fault or issue; and
- photographs of the item and any damaged packaging, where possible.
5.3 Depending on the circumstances, you may be entitled to a repair, replacement, price reduction, or full refund, in accordance with the Consumer Rights Act 2015. We will cover reasonable return postage costs in these circumstances.
5.4 This applies equally to bespoke and personalised items — the exemption from the 14-day cooling-off right in clause 2.2 does not remove your right to a remedy if a personalised or bespoke item is faulty or not as described.
## 6. Handmade and Original Artwork – Natural Variation
6.1 Our original artwork, wood carvings and clay sculptures are individually handmade. Because of this, the item you receive may show minor natural variation from photographs shown on the Website, including differences in colour, wood grain, texture, paint finish, or handmade marks.
6.2 Such minor variations are a natural characteristic of handmade goods and are not considered faults for the purposes of this policy or the Consumer Rights Act 2015. Examples include small differences resulting from hand cutting, sanding, painting, natural wood grain, natural material characteristics, or handmade finishing techniques.
6.3 This does not affect your right to a remedy where an item is genuinely damaged, defective, or significantly different from its description — for example, structural damage, a manufacturing defect, or an item materially different from what was advertised. If you are ever unsure whether a variation is a natural handmade characteristic or a fault, please contact us at wizardboooonesartwork@outlook.com with photographs and we will be happy to review it.
## 7. Print-on-Demand (Printful) Products
7.1 Standard-design print-on-demand items (not personalised by you) can be returned under your 14-day cooling-off right (clause 2.1), provided they are unworn, unwashed, and in their original condition, with any tags still attached where applicable.
7.2 Because print-on-demand items are manufactured and shipped by our fulfilment partner (Printful) once an order is placed, please note that:
- production and delivery timescales may be slightly longer than for items we hold in stock ourselves; and
- if an item arrives faulty, misprinted, or damaged, please contact us promptly with photographs so we can arrange a replacement or refund through our manufacturing partner's own quality process, at no extra cost to you.
7.3 Personalised print-on-demand items (for example, printed with your own custom design, name or text) fall under clause 2.2 and are not eligible for the 14-day cooling-off cancellation right, but remain fully covered by clause 5 if faulty or not as described.
## 8. Refunds
8.1 Where a refund is due, we will refund you using the same payment method you used for the original purchase, unless you request otherwise and we are able to accommodate this.
8.2 Refunds will be processed within 14 days of us receiving the returned item (or evidence of return), or, in the case of a fault agreed without requiring a return, within 14 days of confirming the refund.
8.3 Please note that your bank or payment provider may take a few additional days to show the refund in your account once it has been processed by us.
## 9. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched (or, for print-on-demand or bespoke items, before production has begun), please contact us as soon as possible at wizardboooonesartwork@outlook.com. As we are a small, one-person operation, we will always try to accommodate a cancellation before work or production has started, even where the item would otherwise be a non-cancellable bespoke/personalised product; however, once a bespoke item has entered production, cancellation may no longer be possible.
## 10. Non-Delivery or Lost Items
If your order has not arrived within the expected delivery timeframe, please contact us at wizardboooonesartwork@outlook.com with your order number so we can investigate with the relevant courier or, for print-on-demand items, with Printful. If an item is confirmed lost in transit, we will arrange a replacement or full refund.
## 11. Your Statutory Rights
Nothing in this Returns & Refunds Policy affects or limits any rights or remedies you may have under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which cannot lawfully be excluded or restricted. Where anything in this policy conflicts with your statutory rights, your statutory rights take precedence.
## 12. Contact Us
If you have any questions about returns, refunds or cancellations, please get in touch — as a small, owner-run business, we're happy to talk things through directly:
Wizard Bones Art Ltd
Email: wizardboooonesartwork@outlook,com
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This Returns & Refunds Policy should be read alongside our separate Terms and Conditions and Privacy Policy.