NeeseDraws
Refund policy
Return & Refund Policy
Last updated: 17 August 2026
I want you to be happy with your purchase. If there is a problem with your order, please contact me as soon as possible so that I can help resolve it.
This policy applies to purchases made through the NeeseDraws website. Nothing in this policy affects any statutory rights you may have as a consumer.
1. Returns for standard, non-personalised products
For standard, non-personalised goods purchased online, customers in the EU generally have a 14-day right of withdrawal, subject to applicable legal exceptions.
The 14-day withdrawal period begins on the day you, or a person you have nominated to receive the goods, takes physical possession of the goods.
If an order contains multiple items that are delivered separately, the withdrawal period begins when you receive the last item in the order.
If you wish to exercise your right of withdrawal, you must clearly notify me within the applicable 14-day period that you wish to cancel your purchase. You do not need to provide a reason.
You can begin a return or cancellation request through your customer account
You may also contact me directly using the contact details provided on this website.
Once you have notified me that you are exercising your right of withdrawal, you must return the goods without undue delay and no later than 14 days after notifying me of your cancellation, unless applicable law provides otherwise.
Returned goods should be in their original condition, with reasonable care taken to ensure they are adequately packaged for return.
Return postage
Where you are exercising a statutory right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the goods, provided that you were informed of this responsibility before completing your purchase.
Returns should be sent using a tracked delivery service with appropriate proof of postage and, where available, proof of delivery.
Please keep your postage receipt and tracking information until your return has been received and your refund has been confirmed.
You remain responsible for the goods while they are being returned to me. If you do not provide sufficient evidence that the goods were returned, I may be unable to verify that the return was made.
Condition of returned goods and reduction in value
You may examine goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
However, you may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary for such examination, where permitted by applicable law.
For original artwork in particular, this may include damage, staining, creasing, marking, moisture damage, alterations or other deterioration resulting from handling or use beyond what is reasonably necessary to inspect the artwork.
For example, an original painting may be examined and carefully handled to assess its characteristics, but using it, displaying it for an extended period, altering it, staining it or otherwise damaging it goes beyond what would reasonably be necessary to inspect it.
Where such handling has reduced the value of returned artwork, I may make a lawful deduction from the reimbursement corresponding to the actual reduction in value.
Where damage is sufficiently extensive that the artwork has little or no reasonable resale value, the resulting deduction may therefore be substantial.
This does not remove your statutory right to cancel where that right applies; it concerns the amount that may be reimbursed where the value of the returned goods has been reduced.
2. Refund of original delivery costs
Where you validly exercise your statutory right of withdrawal, I will refund the basic/standard delivery charge paid for the original order, subject to applicable law.
If you selected a more expensive delivery option than the least expensive standard delivery option available, I am only required to refund an amount equivalent to the standard delivery charge.
Any additional amount paid for an upgraded, express or premium delivery service is not refundable under the statutory right of withdrawal where applicable law permits this.
3. When your refund will be issued
Where you validly cancel an order under a statutory right of withdrawal, I will reimburse the applicable amount without undue delay and within the timeframe required by applicable consumer law.
For goods, I may withhold reimbursement until I have received the returned goods or until you provide sufficient evidence that you have sent the goods back, whichever occurs first, where permitted by applicable law.
Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree to another method and such an alternative is permitted by law (Shop Credit).
4. NeeseDraws Shop Credit
Where appropriate, I may offer NeeseDraws Shop Credit as an alternative to a monetary refund.
Shop Credit may be offered as a convenient alternative where you would prefer to retain the value of your purchase for use towards a future order.
Shop Credit will only be used instead of a monetary refund where you expressly agree to receive it, or where applicable law permits an alternative arrangement.
Where you have a statutory right to a monetary refund and do not agree to receive Shop Credit, the refund will be made using the original payment method in accordance with applicable consumer law.
Where a monetary refund is not legally required and I nevertheless choose to offer a goodwill resolution, I may offer Shop Credit rather than a monetary refund.
5. Personalised and custom-made products
The statutory cancellation right for ordinary online purchases does not generally apply to goods made to your specifications or clearly personalised for you, subject to the specific requirements of applicable law.
This includes items that have been individually created, altered or personalised according to information, images, specifications or other instructions supplied by you.
Examples may include artwork created specifically according to your requested subject, composition, colours, text, references, dimensions or other individual requirements.
For this reason, personalised or custom-made products cannot normally be returned simply because you have changed your mind.
This does not affect your statutory rights if the item is faulty, damaged, not as described, or otherwise does not conform to the contract.
6. Commissioned artwork
Commissioned artwork is individually created for you based on the agreed brief, references and specifications you provide.
Because a commission is a bespoke piece created specifically for the individual customer, it will generally fall within the applicable exemption for goods made to the customer's specifications or clearly personalised for them.
A commission is therefore not normally eligible for cancellation or return simply because you change your mind once work has been undertaken, subject to applicable law.
Before work begins, you will have the opportunity to provide the relevant information and reference material required for your commission. Please check these carefully before submitting them.
Commission customers are entitled to the revisions stated in the relevant commission listing.
Requests outside the agreed revision allowance, or substantial changes to an already-approved concept, may incur additional charges or may not be possible depending on the stage of the artwork.
If you request a change that I have specifically advised against because of artistic, technical or material limitations, I will explain the potential consequences before proceeding.
If you nevertheless choose to proceed with that change, the resulting artwork will not be considered defective merely because the outcome reflects the change you requested.
Nothing in this section limits your statutory rights where the artwork is faulty, not as described, or otherwise does not conform to the agreed contract.
7. Commission processing and customer-caused delays
Commission processing timeframes assume that the customer provides all necessary information, reference material, approvals, decisions and responses within a reasonable timeframe.
Where completion is delayed because the customer:
- has not provided required information or reference material;
- provides incomplete or contradictory instructions;
- requests additional changes;
- changes the agreed brief;
- does not respond to a reasonable request for clarification or approval; or
- otherwise causes a delay in the progress of the commission,
the advertised processing timeframe may be extended by the period reasonably required to accommodate that delay.
A delay caused substantially by the customer's failure to provide the information or cooperation reasonably required to complete the commission does not constitute a failure by NeeseDraws to meet the applicable processing timeframe.
If a customer becomes unresponsive during the commission process, I may pause work until the necessary information or response is received.
8. Damaged items
If your order arrives damaged, please contact me as soon as possible and provide clear photographs of:
- the damaged item;
- the packaging; and
- the shipping label, where possible.
This allows me to assess the issue and determine the appropriate solution.
Please keep the item and all original packaging until I have assessed the issue and confirmed how it will be resolved.
Please do not dispose of, alter, repair or otherwise modify the item before contacting me.
Photographs or videos may be requested as part of the initial assessment, but photographic evidence alone does not automatically determine the remedy.
Where reasonably necessary, I may require the item to be returned to me for inspection before determining the appropriate remedy.
Where an item is confirmed to have been damaged in transit, the usual remedy will be a replacement of the affected item, where a replacement is available.
If a replacement cannot reasonably be provided, or where another remedy is required under applicable consumer law, an alternative remedy such as a refund may be offered or provided as appropriate.
If a return is requested, I will provide instructions for returning the item. Please use the requested delivery method and retain your proof of postage and tracking information until the matter has been resolved.
I reserve the right to investigate damage claims where the circumstances, photographs or other information provided give reasonable grounds to question whether the item was damaged as described.
This may include requesting additional photographs, information or the return of the item for inspection.
Nothing in this section limits your statutory consumer rights.
9. Incorrect, faulty or non-conforming items
If you receive an item that is incorrect, faulty, materially different from its description, or otherwise does not conform to the contract, please contact me as soon as possible.
Please provide your order number and photographs or other relevant information where appropriate.
I will assess the issue and, where required by law, provide an appropriate remedy such as a repair, replacement, price reduction or refund.
Your statutory consumer rights are not affected by this policy.
10. Items lost during delivery
If your order appears to have been lost in transit, please contact me so that I can investigate the matter with the relevant delivery service.
Please do not assume that a lack of tracking updates automatically means that a parcel is lost. Postal tracking can sometimes remain unchanged for a period of time before the next scan appears.
Where an order is confirmed as lost, I will resolve the matter in accordance with applicable consumer law and the circumstances of the individual order.
Where the delivery service requires a particular period to pass before a parcel can formally be treated as lost or before a compensation claim can be submitted, I may need to wait for that period to expire before progressing a formal claim with the carrier.
Further information about dispatch, delivery estimates, postal delays and carrier procedures can be found in my Shipping Policy.
11. Exchanges
I do not offer exchanges simply because you have changed your mind.
Where you have a statutory cancellation right, you may instead return the item in accordance with the procedure above and place a new order.
This does not affect your statutory rights relating to faulty, damaged, incorrect or non-conforming goods.
12. Fraudulent, abusive or inaccurate claims
Customers must provide truthful and accurate information when submitting orders, cancellation requests, return requests, damage claims, refund requests, delivery disputes or other customer-service enquiries.
I reserve the right to investigate circumstances where there are reasonable grounds to suspect fraud, deception, abuse of the returns process, misrepresentation or other unlawful conduct.
Where appropriate and permitted by law, I may retain relevant records and evidence, challenge disputed claims, report suspected fraudulent activity to relevant platforms, payment providers, delivery services or authorities, and pursue any legal remedies available to me.
Nothing in this section limits any statutory consumer rights.
13. How to request a return or refund
You can begin a return or cancellation request through your customer account.
You may also contact me using the contact details provided on this website.
Please include:
- your order number;
- the reason for contacting me;
- photographs or other evidence where relevant; and
- any other information needed to identify the order.
Please do not send an item back without contacting me first, as I need to confirm the appropriate return procedure.
14. Different rights depending on your location
Consumer rights can vary depending on the country or jurisdiction in which you are located.
For customers in the United Kingdom, applicable UK consumer protection legislation applies.
For customers in the European Union and other jurisdictions where applicable EU consumer protection law applies, the applicable mandatory consumer rights, including statutory withdrawal rights where applicable, will be respected.
For customers located elsewhere, applicable mandatory consumer protection rights in the relevant jurisdiction will apply where legally required.
Nothing in this policy is intended to voluntarily extend statutory cancellation, refund or other consumer rights to jurisdictions where those rights do not apply.
Where mandatory consumer law provides you with rights that are more favourable than those described in this policy, those mandatory rights will take precedence.
15. Your statutory rights
Nothing in this policy is intended to exclude, restrict or replace any rights you have under applicable consumer protection law.
Where applicable, goods must conform to the contract and meet the legal requirements relating to description, quality and fitness for purpose.
If any provision of this policy conflicts with a mandatory consumer right, that statutory right will take precedence.