Refund & Returns Policy
Last updated 21 June 2026
Commissions are personalised, made-to-order pieces. This explains when refunds and changes are possible, alongside your statutory rights.
Bespoke, made-to-order work
Because each commission is personalised and made to your specification, the standard 14-day "change of mind" cancellation right for online purchases does not apply once we have begun your piece (an exemption for bespoke or personalised goods under the Consumer Contracts Regulations).
Cancelling before we start
You can cancel for a full refund any time before we begin work — just email support@nibbysart.com as soon as possible.
Cancelling after we start
If you cancel once work is under way, we may keep a fair portion of the price to cover the time and materials already spent. We'll always explain any deduction.
Damaged, faulty, or not as agreed
If your piece arrives damaged, or isn't as we agreed, contact us within 14 days of delivery with photos. We'll repair, remake, or refund as appropriate, in line with your rights under the Consumer Rights Act 2015.
How refunds are made
Approved refunds are returned to your original payment method via Stripe, normally within 5–10 working days of us agreeing the refund.
Delivery & returns
[Set out who covers return postage and how to return a piece, if a return is needed.] Please don't return anything before contacting us.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer under UK law.
Contact
To request a refund or raise an issue, email support@nibbysart.com.