Refund policy
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.
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.
How refunds are processed
Refunds are issued to the credit or debit card used for the original purchase, unless we agree otherwise. You'll receive your refund within 30 days of the refund being agreed, and we'll notify you as soon as it's processed.
If you've requested a replacement of lower value than the item returned, we'll credit the difference back to the original card. If the replacement is of higher value, we'll charge the difference to the same card.
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.
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.