Returns

Returns Policy

Last updated: June 2026

Please read this policy carefully before placing your order. By purchasing from True Royalty, you confirm that you have read and understood these terms.

1. All Artworks Are Made to Order

All True Royalty products are made to order and are bespoke in nature. As such, the standard 14-day cooling-off cancellation right that ordinarily applies to distance sales under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does NOT apply to our products.

This exemption applies pursuant to Regulation 28(1)(b) of those Regulations, which excludes goods made to the consumer's specifications or clearly personalised.

We do not accept returns, exchanges, or cancellations on the basis of:

• Change of mind or buyer's remorse
• Incorrect size assumptions (all dimensions are clearly stated on each product page)
• Colour variation between screen display and the physical artwork — slight variation is inherent to all aluminium dibond, acrylic mirror, and lenticular products and does not constitute a defect
• Customs delays or import charges
• The customer ordering the wrong product

Once production of your order has begun, it cannot be cancelled. If you contact us before production has started, we will do our best to accommodate a cancellation, but this is at our sole discretion and cannot be guaranteed.

2. Voluntary 30-Day Returns — Standard Limited Edition Items

Notwithstanding the above, True Royalty offers a voluntary 30-day return window on standard limited edition items as a gesture of goodwill. This right is not required by law but is offered at our discretion and is subject to the conditions set out below.

To be eligible for a voluntary return, all of the following conditions must be met:

• The return request is made within 30 days of the date of delivery (not the date of purchase)
• The item is returned in its original, undamaged condition, with all original packaging intact
• The item has not been hung, installed, or otherwise used
• A Certificate of Authenticity (where supplied) is included with the return
• Prior written authorisation has been obtained from True Royalty before the item is dispatched for return (see Section 5)

The buyer is solely responsible for the cost of return shipping. Returned items must be sent using a fully tracked and fully insured service, with insurance cover equal to or greater than the original purchase price. True Royalty accepts no liability for items lost or damaged in return transit. Returns sent without adequate insurance or tracking will not be accepted.

Voluntary returns are not available on: individually commissioned works (see Section 6), items showing signs of use or damage caused after delivery, or any item returned without prior written authorisation.

3. Your Statutory Rights — Faulty, Damaged, or Incorrect Items

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If your item arrives damaged in transit, is faulty, or does not match the product description, you are entitled to a remedy.

You must notify us within 48 hours of delivery if your item has arrived damaged, defective, or incorrect. Claims submitted outside this window may not be accepted.

To raise a claim, email david@trueroyaltyart.com with the following:

1. Your order number
2. A clear description of the damage, fault, or discrepancy
3. Photographs of the item showing the damage or fault
4. Photographs of the outer packaging (including any visible transit damage to the box)

Do not dispose of the packaging before your claim is resolved — the carrier may require it as part of the investigation.

4. Remedies

Upon receipt and review of your claim, True Royalty will assess the appropriate remedy, which will be one of the following:

• Replacement: We will produce and dispatch a replacement item at no additional cost to you.
• Repair: Where a minor defect can be rectified, we may offer a repair solution.
• Refund: A full refund to your original payment method, processed within 14 days of the agreed resolution.

The choice of remedy is at True Royalty's reasonable discretion. We will always seek the most appropriate resolution and will communicate our decision to you within 5 working days of receiving your claim.

5. Returns Authorisation

No item may be returned to us without prior written authorisation. Unauthorised returns will not be accepted and will be returned to the sender at their cost.

If a return is agreed, the buyer is responsible for the full cost of return shipping, which must be sent via a fully tracked and fully insured service with insurance cover equal to or greater than the purchase price of the item. Returned items must be packaged securely to the same standard as originally received. True Royalty accepts no liability for items lost or damaged in return transit.

6. Individually Commissioned Works

Individually commissioned works are entirely non-refundable and non-returnable, except where the item arrives faulty, damaged in transit, or materially not as described (as set out in Section 3 above). A commissioned work is defined as any artwork produced specifically to a brief, specification, or personalised requirement provided by the buyer, including custom sizes, bespoke subject matter, or personalised editions. The voluntary 30-day return window in Section 2 does not apply to commissioned works under any circumstances.

7. Limited Edition Artwork

All limited edition artworks are non-refundable once dispatched, unless they arrive faulty or damaged as described in Section 3 above. Each edition is individually numbered and produced to the specification listed at the time of sale.

8. Returns Contact

To initiate a claim or query a return, contact us at david@trueroyaltyart.com with your order number and details. All communications regarding returns must be made in writing by email.