Refund policy
We want you to love your Feline Sublime art. If something isn't right, you can return most items within 14 days of delivery for a full refund.
This policy applies to orders placed on felinesublime.com. It does not affect your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Changing your mind
You can cancel your order for any reason within 14 days of receiving it. You don't need to give a reason.
To cancel, tell us within those 14 days by email or using the cancellation form below. You then have a further 14 days to send the item back.
Please return items unused and in their original condition and packaging. You can handle an item as you would in a shop to check it. If an item comes back damaged or handled more than that, we may reduce your refund to reflect its lost value.
How to return an item
- Email felinesublime8@gmail.com with your order number and the item you're returning.
- We'll reply with our return address and any packing advice.
- Pack the item carefully, ideally in its original packaging, so it isn't damaged in transit.
- Send it using a tracked service and keep your proof of postage.
Until it reaches us, the item is your responsibility. We can't refund items lost or damaged on the way back, so please use a tracked, insured service for anything of value.
Refunds
We'll refund you within 14 days of receiving the item back, or of you showing proof of return, whichever is sooner.
Your refund covers the price of the item and our standard delivery charge. If you chose a more expensive delivery option, we'll refund only the standard rate.
For change-of-mind returns, you pay the cost of sending the item back. Refunds go to your original payment method, and we'll email you when one is issued.
Damaged, faulty or incorrect items
If your item arrives damaged, faulty or isn't what you ordered, we'll put it right at no cost to you. We'll cover return postage and offer a replacement or a full refund.
Please email us as soon as you can, ideally within 48 hours of delivery, with your order number and photos of the item and packaging. This helps us claim from the courier and stop it happening again.
Under the Consumer Rights Act 2015, you're entitled to a full refund for faulty goods if you tell us within 30 days of delivery. After that, you still have rights to a repair, replacement or partial refund.
Commissions and gift vouchers
Commissioned portraits are painted to your personal specification, so the 14-day change-of-mind right doesn't apply once work has begun. You can cancel for a full refund before we start painting. If a finished commission is damaged in transit or faulty, the section above still applies.
Gift vouchers can be cancelled for a full refund within 14 days of purchase, as long as they haven't been used. After that they can't be exchanged for cash.
Original artworks
Original paintings are one of a kind, so we ask for a little extra care when returning them. The same 14-day right to cancel applies.
Please return originals in the packaging they arrived in, sent by a tracked, signed-for and fully insured service for the artwork's full value. We'll inspect each painting on arrival and process your refund once we've confirmed it's in the same condition we sent it.
Cancelling before dispatch and international orders
If you want to cancel an order before it ships, email us and we'll refund you in full, including delivery.
International customers have the same 14 days to return items. We can't refund import duties or taxes paid to your local customs authority, as these aren't paid to us. Please mark returned parcels as "returned goods" to avoid further charges.
Contact us
Email felinesublime8@gmail.com, call +44 7377 322837.
Cancellation form
If you'd like to cancel, you can copy this into an email to us:
To Feline Sublime, felinesublime8@gmail.com:
I hereby give notice that I cancel my contract of sale of the following goods:
Order number: Ordered on / received on: Name: Address: Date: