Refund policy

Prints (canvas and paper)

All prints, canvas and paper, are made to order. Each one is produced after you place your order, so we can't accept returns or refunds for change of mind, or if you ordered the wrong size, colour or artwork. Please double-check your order before completing checkout.

We're unable to offer refunds or replacements for:

Wrong size, colour or design ordered
Change of mind after delivery
Slight variations in print placement or colour that fall within standard production tolerances

Originals and other bought goods

We offer a full refund on bought goods you're not happy with, excluding commissioned artwork. To qualify:

Message us to confirm if your purchase qualifies for a refund
Be returned within 14 days of the original delivery date
Be in brand-new, unused condition
Be in the original, undamaged packaging
Include a note with your name, address, email, contact telephone number, order number, the reason for return, and whether you want a refund or replacement

Final approval of the refund is at our discretion. If the returned item is not found to be defective, you'll be responsible for the cost of return shipping.

Damaged or defective items

If your order arrives damaged or has a manufacturing fault, we'll send a free replacement or issue a full refund. Email info@michaelsutherlandart.com within 2 days of delivery with:

A clear photo of the issue
A photo of the barcode label on the packaging
Your order ID

Once we've reviewed it, we'll sort the replacement or refund as quickly as possible.

Commissioned artwork

Commissions follow a separate process set out in full on our Terms of Service page. In short: a 25% booking fee secures your slot and is non-refundable after a 7-day cooling-off period. Once the finished painting has been approved and shipped, no refunds are issued.

Returns by post

When you send an item back, proof of posting is required before we can process a refund or replacement. We strongly recommend getting a Certificate of Posting from the Post Office, or a receipt from your carrier. Without it, we can't refund or replace items lost in transit.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@michaelsutherlandart.com. Do not send a return until it has been agreed by Michael Sutherland Art Ltd.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@michaelsutherlandart.com.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders, print on demand items or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. This applies to all non-custom products such as original paintings and does not include print on demand items. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@michaelsutherlandart.com.

We want you to be happy with everything you buy from Michael Sutherland Art. This policy explains how returns, refunds and replacements work depending on what you ordered.

Colour and screen differences

We make every effort to ensure print images on the website are as accurate as possible, but we can't guarantee an exact colour match. Screens vary, and colour reproduces differently from one device to the next.

International orders, VAT and duties

If your delivery incurs import tax, VAT or duties, the customer is responsible for paying them. Michael Sutherland Art can't be held responsible for any additional charges raised by your country's customs authority.

Get in touch

If you have any issue with your order, the simplest first step is to email info@michaelsutherlandart.com. We aim to make things right wherever we can.

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