returns, cancellations and amendments:
Can I change or cancel my order?
Our orders are dispatched promptly, but we may be able to amend your order once it has been placed if we receive a notification request before it ships. We will not be able to cancel your order once it has shipped. To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you can refuse delivery or follow our returns process within 14 days of receipt of your goods. This cancellation right does not apply to any products listed as exclusions in our returns policy unless they are faulty.
Can I add items to my order?
Items cannot be added to an order once it has been placed, but you can place a new order for the additional items. If your original order has not been shipped, both orders will be combined and shipped together.
Can I remove items from my order?
It is not possible to remove items from an order if it has been dispatched. Once you have received your order you will need to follow our returns process for the unwanted items.
How do I change my delivery address?
For security and fraud prevention the delivery address cannot be changed once the order has been placed.
Returns policy:
Penbrae Art is committed to selling only high-quality products but we understand there may be a time when you may need to exchange or return something you've bought.
We will willingly refund or offer an exchange within 14 days of purchase, provided you have proof of purchase and the product is unused and in its original packaging. Exclusions may apply.
Return postage costs are payable by the customer, unless an item is faulty or damaged. In this case we would ask that you hold on to any packaging, and may ask you to provide photographic proof of fault/damage.
Please note that all refunds will be made back to the original tender type.
You can return an order in the following way:
Please ensure that, when returning a delivery, you enclose your dispatch note or order confirmation. If possible, use the original packaging materials to re-pack your return, and send it to:
Returns Dept., Penbrae Art, Stoodleigh, Tiverton Devon EX16 9PJ
Please note that we cannot be held responsible for returns that are lost in the post. For this reason we would advise that you use a secure method to ship your return (tracking or a signature confirmation should suffice), as we can only process refunds once the item to be returned has been received by us.
Please note that all refunds will be made back to the original tender type.
Statutory Cancellation Rights:
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online your consumer rights entitle you to cancel your order and obtain a full refund if you request one within 14 days after delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item).
Exclusions:
This right does not apply to the following items, unless they are faulty, damaged, missing or otherwise not in accordance with specification:
· Custom-made items
If you wish to cancel your order please follow our returns procedure set out above. You must return the goods to us within 14 days of cancelling your order. Alternatively you may fill in our returns form on our 'Cancellation form' page or post the completed form to at Penbrae Art, Stoodleigh, Tiverton Devon EX16 9PJ within the 14 day period.
We will refund the cost of the goods (including the standard delivery charge, for international orders). We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged.
Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.
Faulty or damaged items:
Penbrae Art has a legal obligation to sell goods to you in accordance with the contract we have agreed with you.
If any item that we deliver to you arrives damaged or is faulty, or is otherwise not in accordance with our contract with you, then we will happily replace the item for free or refund the item. Please note that, for international orders, we will only refund the delivery charge if the whole order is damaged or faulty.
Refunds:
Please note that all refunds will be made back to the original card/payment processor used to make the purchase.
Your refund will be processed within 2-5 working days of the product being received back.
Refunds usually takes around 3-7 working days to reach your account, depending on how quickly your card provider/payment processor issues the refund.
