Refund policy

Payment plans and cancellation

I offer the following payment-plan cancellation promise to collectors worldwide. You can cancel at any time before your painting is delivered or collected, and I’ll refund everything you have paid, including your deposit and any delivery payment. Email roberta@robertaheslop.com to cancel.

After receiving your painting, you have 14 days to tell me you wish to return it, then a further 14 days to send it back. I’ll refund your payments towards the painting, including the deposit, and the standard outward delivery charge. Any extra cost for upgraded delivery is not refundable after delivery. No cancellation penalty applies. For a change-of-mind return, you pay the return shipping cost. I’ll explain that cost before purchase if the painting cannot normally be returned by post.

I’ll refund you using the original payment method within 14 days of your cancellation notice. For delivered paintings, I may wait until I receive the painting back or evidence that you have sent it back, whichever comes first. Please handle the painting carefully while deciding whether to keep it and pack it securely for return. This payment-plan promise is in addition to your statutory rights and takes precedence over conflicting wording elsewhere on this website.

For other UK consumer distance purchases of existing original paintings, you also have the statutory right to cancel before delivery or within 14 days of receiving the artwork, with a further 14 days to return it after notifying me. Statutory refunds include the standard delivery charge. A lawful deduction may apply for handling beyond what is necessary to inspect artwork bought outside the payment-plan promise.

Original Artwork
Each original artwork is created with deep intention and emotional resonance. Your statutory cancellation and refund rights apply to original pieces, including purchases made using a payment plan.

If you’re unsure whether a piece is right for your space, I welcome you to reach out before purchasing. I’m happy to discuss your room, palette, and preferences to help you feel confident in your choice.

Exchanges
If you receive your artwork and it doesn’t feel quite right, I offer a one-time exchange within 7 days of delivery. You may choose a different artwork or receive store credit toward a future piece. The artwork must be returned in its original condition and original packaging. Return shipping is the responsibility of the collector.

Damaged Artwork
If your piece arrives damaged, please email roberta@robertaheslop.com within 48 hours of delivery with photos of the packaging and artwork. I will guide you through the insurance claim process and work with you to resolve the issue—either through repair, replacement, or a credit toward another work.

Commissions
Bespoke commissioned pieces are generally excluded from change-of-mind cancellation rights. Your rights where artwork is faulty, damaged or not as described are unaffected.