Refund policy

Returns & Refunds Policy

I hope you are completely happy with your Mulberry & Hare artwork. As many pieces are created individually or made especially for you, the returns policy differs slightly depending on what you have purchased.

Commissioned & Personalised Artwork

Signature Portraits, Bespoke Portraits and Paw Portraits are created specifically for you from your own reference photographs and are therefore personalised, made-to-order items.

Because of this, commissioned and personalised artwork cannot normally be returned or refunded simply because you have changed your mind.

If you need to cancel a commission, please contact me as soon as possible. Any refund will depend on the stage your portrait has reached and the work and costs already incurred. Where work has not yet begun, I will always aim to refund as much of your payment as reasonably possible.

For portraits booked with a deposit, the deposit secures your commission space and contributes towards the time reserved for your artwork. If a booking is cancelled, any amount retained will reflect the work undertaken, costs incurred and any reasonable loss resulting from the cancellation.

Once your portrait is complete, you will be shown the finished artwork for approval before the final balance is requested and the portrait is dispatched.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Full details regarding commission bookings, cancellations, payments and approvals can be found in the Commission Terms & Conditions.

Fine Art Prints & Original Artwork

For non-personalised items purchased online, including Fine Art Prints and ready-made Original Artwork, you may change your mind and cancel your order within 14 days of receiving it.

Please contact me within those 14 days to let me know that you wish to return your order. You then have a further 14 days to send the item back.

Returned items must be handled with reasonable care and returned in their original condition and packaging wherever possible.

Unless the item is faulty or damaged, the cost of returning it is the responsibility of the customer. I strongly recommend using a tracked and insured postal service, particularly for original artwork.

Your refund will be processed within 14 days of receiving the returned item, or earlier if you provide evidence that it has been sent back.

Where applicable, the original standard delivery charge will also be refunded. Additional delivery costs resulting from an upgraded or express delivery service are not refundable beyond the cost of standard delivery.

Damaged, Faulty or Incorrect Orders

Every order is carefully checked and packaged before leaving the studio.

If your artwork arrives damaged, is faulty, or you have received the wrong item, please contact me as soon as possible with your order details and photographs of the item and packaging where possible.

I will work with you to arrange an appropriate replacement, repair or refund in accordance with your statutory rights.

Please keep the original packaging until the issue has been resolved, as this may be required if a claim needs to be made with the delivery provider.

Colour & Appearance

I take great care to photograph and represent artwork as accurately as possible. However, colours may appear slightly different depending on individual screens and devices.

Small differences in screen colour are not considered faults. This does not affect your rights where an item is materially different from its description.

How to Request a Return or Refund

Please contact me through the Contact page before returning an item, quoting your order number and the reason for your return.

Please do not send an item back without first contacting me so that I can provide the correct return instructions.

Your statutory rights are not affected by this policy.