REFUND POLICY
1. BESPOKE & MADE-TO-ORDER ITEMS
Each piece of wall art is handmade to order and created to your chosen specifications. Because of the personalised nature of these items, we are unable to accept cancellations, returns, or refunds if you change your mind once work has begun. This is in line with the Consumer Contracts Regulations 2013, which exclude bespoke and personalised items from the standard 14-day cooling-off period.
2. FAULTY OR DAMAGED ITEMS
If your order arrives faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.
- Please notify us within 7 days of receiving your order.
- We may request clear photographs of the issue to help us resolve it quickly.
- Where appropriate, we will arrange return shipping at no extra cost to you.
3. CANCELLATIONS
Orders may only be cancelled before work has begun. Once materials have been ordered or production has started, cancellations cannot be accepted. If you need to cancel, please contact us as soon as possible at hello.urbanarthaus@gmail.com
4. RETURNS PROCEDURE ( FOR FAULTY/DAMAGED ITEMS ONLY)
Contact us at hello.urbanarthaus@gmail.com with your order number and details of the issue.
Provide photographs of the damage/fault where possible.
We will confirm the next steps, which may include repair, replacement, or refund.
5. CHANGES TO THIS REFUND POLICY
We reserve the right to modify this refund policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
6. CONTACT US
If you have any questions about our returns and refunds policy, please get in touch at:
Urban Art Haus
or mailing us at: Urban Art Haus, 1 Church Farm Barns, Chester Road, Acton, Nantwich CW5 8LG.