Return & Refunds Policy

Marmalade cat original watercolour illustration

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We hope that you will be delighted with your purchase.  If you are not entirely satisfied, we’re here to help.

Returns for Shop Items

You have 14 calendar days to return an item purchased from the site from the date you received it.  For pet portraits, please refer to the specific conditions concerning returns detailed here.

To be eligible for a return:

  • your item must be unused and in the same condition that you received it.
  • Your item must be in the original packaging.
  • Your item needs to have the receipt or proof of purchase.


Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately update you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your PayPal account (or original method of payment). You will be responsible for paying for your own shipping costs for returning your item.

You will receive the credit within 14 days, once we have received the returned goods, depending on PayPal’s policies, or your bank or card issuer’s policies.


Shipping costs are non-­refundable.

If you receive a refund, the cost of shipping will be deducted from your refund.  In returning your item, We recommend using a tracked postal service that offers compensation in the event of damage.  We will not be liable for any damage incurred in transit whilst returning the item to us.  You will be responsible for paying for your own shipping costs for returning your item.

Contact Us

If you have any questions on how to return your item to us, contact us at [email protected] or use the contact form.

Exceptions to Refunds:

Pet Portraits & other Bespoke or Specially Crafted Items

Bespoke items and items made to your requirements, such as pet portraits, are not required by consumer law to refundable, except in the event of fault or damage on receipt, but every reasonable effort will be made to ensure that you are satisfied with the final product, including alterations where possible and reasonable.  Please find the specific return policy concerning pet portraits here.

Digital Content

For copyright reasons, digital images downloaded for licensing purposes are not refundable, except in the instance of faults with the image files, or the quality of the files issued.


Please let us know promptly if you wish to withdraw your order.

In accordance with your statutory right, unless any exceptions listed below apply, you can cancel your order without giving any reason within 14 days from the day on which you or a third party given by you (other than the carrier) receives the goods purchased (or last good, lot or piece if it related to goods if delivered separately).

You must inform us of your decision to cancel your order. You may submit your request by email ([email protected]) or by using the model cancellation form. We will communicate to you an acknowledgement of receipt. To meet the cancellation deadline, it is sufficient for you to send your communication before the 14 days’ cancellation period has expired and return the item in its original condition.

We will reimburse all payments received from you for the goods purchased including delivery charges for the least expensive type of delivery offered by us, no later than 14 days from the day on which we received your completed cancellation form or written instruction. We will use the same means of payment as you used to make the purchase, unless you have expressly agreed otherwise. You will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having resent the goods to us, whichever is the earliest. If reimbursement occurs after the maximum time period mentioned above, the amount due to you will as of right be increased.

Note that you must send back the goods by following the instructions available on our site no later than 14 days from the day on which us you communicate your cancellation. You will have to bear the direct cost of returning these goods. You may be liable if the value of the goods returned diminishes due to the handling of the goods (except when it was necessary to establish the nature, characteristics and functioning of the goods).


The right of cancellation does not apply to:

  • the supply of goods made to your specifications or clearly personalised;
  • the supply of goods which may deteriorate or expire rapidly;
  • a service if we have fully performed it and you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started;
  • the supply of digital content.