Return and Refunds Policy​

Thank you for choosing Wilson Design Collective. We hope your artwork brings joy to your home, but if something isn’t quite right, we’re here to help. This policy explains how returns, exchanges, and refunds work.

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1. Cooling-Off Period (Change of Mind)

For non-personalised items, you have 14 days from the day you receive your order to change your mind and request a return.

Once you notify us, you then have 14 days to send the item back.

To start a return, please email us at wilson@wilsondesigncollective.com with your order number.

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2. Condition of Returned Items

Returned items must be:

• in their original condition
   

• unused, unframed, and undamaged
   

• free from marks, fingerprints, dents, or handling damage
   

• returned in the original packaging wherever possible
   

We recommend using a tracked postal or courier service, as you are responsible for the item until it is safely delivered back to us.

​You may handle the artwork to inspect it as you would in a retail environment, however any damage or excessive handling that reduces resale value may result in a deduction from the refund, as permitted under UK consumer law.

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3. Personalised & Custom Prints

Personalised or custom-made prints are non-returnable unless they arrive faulty or damaged.

This includes prints with added names, phrases, or any bespoke design elements. Any concerns must be reported within 48 hours of delivery.

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4. Return Shipping Costs

For change-of-mind returns, you are responsible for the cost of return postage.

We do not refund return shipping costs unless:

• the item arrived damaged,
   

• the wrong item was sent, or
   

• we made an error with your order.
   

 

 

5. Damaged, Faulty or Incorrect Items

If the item you receive is damaged, faulty, or incorrect, please contact us within 48 hours of delivery at wilson@wilsondesigncollective.com.

If possible, please include photos of the issue so we can resolve it quickly.

For damaged or faulty items, we will offer one of the following:

• a replacement,
   

• a repair (where appropriate), or
   

• a full refund, including your outbound and return shipping costs.
   

We will not expect you to pay return postage for a faulty or incorrect item.

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6. Refund Process

Once we receive and inspect your return, we will confirm whether your refund has been approved. Refunds are processed once returned items have been received and inspected.

Refunds are issued to your original payment method.

Please allow up to 5–10 business days for your bank or card issuer to complete the refund once processed.

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7. Exchanges

We hope you love your artwork, however if you change your mind you may return eligible non-personalised art prints for a refund under the statutory 14-day cancellation rights (see "Cancellations & Returns")

Please note that we do not offer exchanges on non - personalised prints for change-of-mind reasons.

If you would like a different print, you will need to return the original item (in its original condition and packaging) and place a new order once your refund is processed.

Personalised or custom commission pieces are non-refundable and non exchangeable unless the item is faulty, damaged or incorrect. This includes bespoke commissions, custom colour changes, or any artwork created to order specifically for you.

If there is an issue with a personalised item, please contact us within 48 hours of delivery and we will work with you to resolve it in line with your legal rights.

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8. Order Cancellation by Us

In rare cases, we may cancel your order before shipping (e.g., if an item is out of stock). In that case, we will refund you in full as soon as possible

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Contact Us

 

 

If you have any questions about returns or refunds, please feel free to email us at:

📩 wilson@wilsondesigncollective.com​​

 

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