Refund policy

Last updated: October 2026

Please read this policy before placing your order. It explains your right to cancel, what happens if something arrives damaged or faulty, and how commissioned works are treated. Nothing in this policy affects your statutory rights.

1. Your right to cancel – limited edition artworks

Our limited edition artworks are produced in fixed sizes, substrates and colourways. If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel your order for any reason within 14 days of delivery.

UK orders – extended to 30 days. As a gesture of goodwill, we extend this right for UK buyers to 30 days from the date of delivery. EU buyers have the 14-day statutory period. 

You can also cancel at any point between placing your order and delivery.

How to cancel

• Email david@trueroyaltyart.com with your order number, stating that you wish to cancel. You may use the model cancellation form at the end of this policy, but you do not have to.
• We will reply with return instructions.
• Send the artwork back within 14 days of telling us you are cancelling.

Returning the artwork

• You are responsible for the cost of returning the artwork.
• The artwork remains your responsibility until it reaches us. Because our pieces are large, fragile and high value, we strongly recommend a fully tracked and insured service, with cover equal to the purchase price, and packing the piece in its original packaging.
• Please include the Certificate of Authenticity, where one was supplied.

Your refund

• We will refund the price you paid, including any standard delivery charge, within 14 days of receiving the artwork back or of you providing evidence that you have returned it, whichever is sooner.
• Refunds are made to your original payment method, including Klarna and Shop Pay.
• You may handle the artwork as you would in a shop to inspect it. If it comes back damaged, hung or installed (for example with fixings attached or marks to the frame), or without its Certificate of Authenticity, we may reduce the refund to reflect the loss in value.

Orders outside the UK and EU

For orders delivered outside the United Kingdom and the European Union, sales are final for change of mind, except where the law of your country gives you a right to cancel. This does not affect your rights if an item arrives damaged or faulty (section 3).

2. Individually commissioned works (Bespoke Royalty)

A commissioned work is any artwork produced to a brief, specification or personalised requirement you provide, including custom sizes, bespoke subject matter or personalised editions.

Because commissioned works are made to your specifications, the right to cancel in section 1 does not apply to them (Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and Article 16(c) of the EU Consumer Rights Directive). Once you have approved the brief and production has begun, a commission cannot be cancelled. Before then, we will try to accommodate a cancellation where we can.

Your rights if a commissioned work arrives damaged, faulty or not as described are set out in section 3 and are unaffected.

3. Damaged, faulty or not as described

Every piece is shipped fully insured via a tracked courier. If your artwork arrives damaged, is faulty, or does not match its description, you are entitled to a remedy.

UK buyers – your rights under the Consumer Rights Act 2015

• Within 30 days of delivery: you can reject the item for a full refund.
• After 30 days: you can ask us to repair or replace it. If a repair or replacement is not possible or does not resolve the problem, you can have a refund or a price reduction.
• A fault that appears within six months of delivery is presumed to have been present at delivery unless we can show otherwise.

Buyers outside the UK keep any rights under the law of their own country. For international orders, we will not normally ask you to return a damaged piece, given the cost and risk of international transit; we will offer a replacement or, where that is not possible, a full refund.

Telling us about a problem

Please tell us within 48 hours of delivery if your artwork has arrived damaged, so we can make a claim against the carrier while the evidence is fresh. Reporting later does not remove your rights, but it can make transit claims harder. Email david@trueroyaltyart.com with:

• your order number;
• a description of the damage, fault or discrepancy;
• photographs of the artwork showing the problem;
• photographs of the outer packaging, including any visible damage to the box.

Please keep all packaging until your claim is resolved, as the carrier may need to inspect it. We will respond within 5 working days. Where we need a faulty item back, we will pay the return costs.

4. What does not count as a fault

The following are not faults. They do not affect your right to cancel a limited edition under section 1.

• Slight colour variation between a screen and the physical artwork, which is inherent to aluminium dibond, acrylic mirror and lenticular products.
• Natural variation in the hand-finished frame.
• Customs delays, import duties or taxes charged by the destination country, which are the buyer's responsibility.

5. Contact

All cancellations, returns and claims should be made in writing to david@trueroyaltyart.com, quoting your order number. Please contact us before sending anything back so we can give you return instructions.

Model cancellation form

Complete and return this form only if you wish to cancel your order. You can also simply email us.

To: True Royalty, david@trueroyaltyart.com

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on: ______________________

Order number: ______________________

Name: ______________________

Address: ______________________

Signature (only if this form is sent on paper): ______________________

Date: ______________________