Refund policy

Last updated: September 2026

We want purchases from Studio Conrad Botes to arrive safely and as described. This policy explains how returns, refunds and damaged or defective goods are handled.

Nothing in this policy limits any rights available to you under applicable consumer-protection law.

Artwork Returns

Eligible artworks may be returned within 14 days of delivery if you change your mind.

To qualify for a voluntary return, the artwork must be returned in substantially the same condition in which it was received and must be packaged appropriately for safe return transport.

Please contact us at conrad.botes@gmail.com before returning an item.

Books

We do not generally accept change-of-mind returns on books.

This does not affect your rights if a book is damaged, defective, incorrectly supplied, or where mandatory consumer law gives you an additional right of return.

Return Shipping

For voluntary or change-of-mind returns, the customer is responsible for arranging and paying for return shipping.

We strongly recommend using a trackable and appropriately insured shipping service when returning valuable artwork.

Original delivery charges are generally non-refundable for voluntary returns, except where applicable law requires otherwise.

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective or different from what you ordered, please contact us as soon as possible at conrad.botes@gmail.com.

Please include your order number and, where relevant, photographs showing the problem and packaging.

Depending on the circumstances and applicable consumer law, an eligible item may qualify for a repair, replacement or refund.

Where we are legally responsible for the return of defective, damaged or incorrectly supplied goods, reasonable return-shipping costs will be handled by Studio Conrad Botes as required by law.

Refunds

Once an approved return has been received and assessed, we will confirm the outcome of the return.

Approved refunds will normally be issued to the original payment method.

The time taken for the refund to appear in your account may depend on your bank, card provider or payment processor.

Exchanges

We do not operate a general exchange programme.

Where a damaged, defective or incorrectly supplied item qualifies for replacement under applicable law, we will deal with this separately.

Custom or Personalised Products

Products made specifically to a customer's requirements or clearly personalised may not qualify for change-of-mind returns where applicable law permits this exclusion.

Rights relating to defective or incorrectly supplied goods are unaffected.

European Union and Other Mandatory Consumer Rights

Customers in certain jurisdictions may have additional statutory cancellation or withdrawal rights.

Where applicable, EU consumers purchasing online may have a 14-day statutory right of withdrawal beginning from the date the goods are received, subject to the exclusions permitted by law.

Where mandatory local consumer law provides greater rights than this policy, those statutory rights will apply.

The customer is normally responsible for the cost of returning goods following a change-of-mind withdrawal unless applicable law requires otherwise.