Refund and Returns Policy
Last updated: 6 September 2026
This Refund and Returns Policy applies to purchases made through The Art Agents website. The Art Agents is operated by Autaway Limited.
1. Your right to cancel an online order
If you are purchasing as a consumer, you normally have the right to cancel an eligible online order within 14 days of receiving the artwork, without giving a reason.
Once you have told us that you wish to cancel, you normally have a further 14 days to return the item.
To tell us that you wish to return an item, please contact:
paul@theartagents.com
Please contact us before sending anything back so that we can provide the appropriate return instructions.
2. Condition of returned artwork
Please take reasonable care of artwork while it is in your possession and return it securely packaged.
You may inspect an item in the same way that you reasonably could in a shop. If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and condition, we may be entitled to reduce the refund to reflect any resulting loss in value.
Where possible, please return the artwork with its original packaging, certificates, documentation and any other items supplied with it.
We may ask for your order number, receipt or other reasonable proof of purchase.
3. Return postage
If you are returning an eligible item because you have changed your mind, you are responsible for the cost of returning it to us unless we agree otherwise.
We strongly recommend using an appropriately insured and trackable delivery service suitable for the value and nature of the artwork.
If an item is faulty, damaged on arrival or not as described, The Art Agents will be responsible for reasonable return costs where applicable.
4. Refunds
Once a returned item has been received and inspected, we will confirm the outcome of your return.
Where a refund is due, it will normally be made to the original payment method.
For a valid consumer cancellation, we will refund the price paid for the eligible item together with the cost of our standard outbound delivery where required by law. If you selected a more expensive delivery service than our standard option, any additional delivery cost is not normally refundable.
We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, where permitted by law.
5. Damaged artwork
If your artwork arrives damaged, please contact us as soon as possible and ideally within 7 days of delivery.
Please keep all packaging and, where possible, send us clear photographs showing:
- the damage to the artwork;
- the internal packaging;
- the external packaging; and
- any visible damage to the parcel or container.
This information helps us investigate the damage with the delivery provider and resolve the matter as quickly as possible.
The request to contact us within 7 days does not remove or restrict any statutory rights you may have in relation to faulty, damaged or misdescribed goods.
6. Faulty or misdescribed goods
Your legal rights are not affected by this policy.
If artwork is faulty, damaged, not as described or otherwise does not meet the standards required by applicable consumer law, you may have rights to a refund, repair, replacement or other remedy depending on the circumstances.
Please contact us at paul@theartagents.com and we will work with you to resolve the issue.
7. Commissioned, personalised and bespoke artwork
The statutory right to cancel because you have changed your mind does not normally apply to artwork that has been genuinely:
- commissioned specifically for you;
- personalised for you; or
- made to your individual specifications.
This does not affect your rights if the artwork is faulty, damaged or not as described.
Standard artwork or editions are not automatically treated as bespoke merely because they are prepared or produced after an order is placed.
8. Original artworks and limited editions
Eligible original artworks and limited editions purchased online may be returned under the consumer cancellation rules described above unless a specific legal exception applies.
Any certificate of authenticity, edition information or accompanying documentation supplied with the artwork must also be returned.
9. Exchanges
We do not guarantee that an exchange will be available, particularly for original artworks or limited editions.
If you would like a different artwork, please contact us. Where appropriate, the original purchase may be refunded in accordance with this policy and a separate order can then be placed.
10. UK delivery charges
Our current UK delivery arrangements are:
- £8.95 standard UK delivery on eligible orders below £250; and
- free standard UK delivery on eligible orders of £250 or more.
Where a consumer cancellation requires us to refund the original standard delivery charge, we will do so in accordance with applicable law.
11. International orders
International delivery is arranged by quotation and is not automatically charged through the website.
Please contact The Art Agents before placing an international order so that availability, destination, insured delivery arrangements and costs can be confirmed.
For international returns, please contact us before sending the artwork back. Customers are responsible for change-of-mind return costs unless otherwise agreed or unless the artwork is faulty, damaged or not as described.
Any customs duties, import taxes or similar charges applied by the destination country are outside our control. Any treatment of those charges following a return will depend on the rules of the relevant authority.
12. Trade and business purchases
Consumer cancellation rights described in this policy apply to qualifying consumer purchases.
Purchases made wholly or mainly for business, gallery, resale or professional purposes may be subject to separate trade terms and may not carry the same statutory cancellation rights as consumer purchases.
Approved trade customers should contact us before returning any artwork.
13. How to request a return
To request a return or report a problem with an order, contact:
The Art Agents
Operated by Autaway Limited
Email: paul@theartagents.com
Please include your name, order number, the artwork concerned and the reason for contacting us. If the item is damaged, please include photographs where possible.
14. Statutory rights
Nothing in this Refund and Returns Policy is intended to exclude, restrict or replace any rights you have under applicable consumer law.