TERMS & CONDITIONS
Returns Policy
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We want you to be completely happy with your purchase from our website. If for any reason you are not satisfied, we offer returns under the terms below.
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Items purchased through our website may be returned within 14 days of receipt.
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To be eligible for a return:
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The artwork must be returned within 14 days of delivery
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The piece must be in its original condition
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The item must be unused and undamaged
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All original packaging should be included where possible
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We reserve the right to refuse a refund if the work is returned damaged or not in its original condition.
Refunds
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Approved returns will be refunded minus any outbound delivery costs.
Refunds will be issued to your original payment method once the item has been received and inspected. Please allow a few business days for processing.
Return Shipping
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Customers are responsible for arranging and paying for return shipping. We recommend using a tracked and insured service, as we cannot be responsible for items lost or damaged in transit.
Damaged in Transit
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If your artwork arrives damaged, please contact us within 48 hours of delivery with photographs of:
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The packaging
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The damage
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The artwork overall
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We will work with you to resolve the issue as quickly as possible.
How to Start a Return
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To request a return, please contact us at info@theneutralartco.com. Include your order number and reason for return.
Commissions
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As each commissioned piece is uniquely created, all sales are final and we cannot offer refunds or exchanges. we are not responsible for any items lost, stolen, or damaged after dispatch. All UK orders are shipped via 24-hour tracked delivery or hand-delivered by white glove couriers. in the rare event of loss or theft, clients should file a claim directly with the courier using the provided tracking details
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Shipping – all bespoke quotes will contain shipping included domestic or international, the quotes are determined by item size, type, fragility and characteristics. Artwork is usually posted through parcel force but other couriers may also be used. For international orders, we include custom fees and taxes however, customers are responsible for any additional taxes or handling fees that may apply after initial shipping. All items will be insured with the courier up to their maximum.
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Process for private commissions – we begin with a personal consultation to discuss your vision and the scope of the artwork, allowing us to craft a bespoke quote tailored to your needs. We may request reference images to better understand the palette, ambience, and proportions of your space, ensuring the piece harmonises seamlessly with its surroundings. Once the details are confirmed, you’ll receive an email summary along with a request for a 50% deposit or full payment in advance. Upon receipt, we will commence the creation of your artwork and provide updates as it evolves into its final form.
All artwork is the sole property of the signed artist and is held under copyright, even after purchase. images of artwork and other creative content are retained by the signed artist.