Refund policy

Last updated: February 2026

This policy sets out your rights regarding cancellations, returns and refunds when purchasing from Johanna McKinney trading as Studio McKinney.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Your Right to Cancel (Non-Custom Goods)

Under the Consumer Contracts Regulations 2013, you have the right to cancel certain online purchases within 14 days of receiving your order.

This applies to:

  • Limited edition prints (if not personalised)

  • Open edition prints

  • Non-custom physical products

To exercise your right to cancel, you must notify us in writing within 14 days of receiving your item.

You then have a further 14 days to return the item.

Returned items must be:

  • Unused

  • In original condition

  • In original packaging

Refunds will be issued within 14 days of receiving the returned goods.

Original shipping costs will be refunded at the basic delivery rate. Return postage costs are the responsibility of the customer unless the item is faulty.

2. Custom and Personalised Artwork

The right to cancel does not apply to personalised or custom-made goods once production has begun.

This includes:

  • Small bespoke illustrations

  • A4 illustrations

  • Fine art pastel or oil portrait commissions

  • Any artwork created from your supplied reference photographs

By placing an order for custom artwork, you acknowledge that work may begin shortly after booking and that your cancellation rights are limited once production has commenced.

If you request cancellation before work has begun, we may offer a refund at our discretion.

3. Commissioned Fine Art Portraits

Payment terms for portrait commissions will be agreed in writing at the time of booking.

Where a deposit is taken:

  • Deposits are non-refundable once work has commenced

  • If a commission is cancelled before work begins, a refund may be offered minus any administrative time already incurred

If the artwork has been completed in accordance with the agreed brief, refunds will not be issued simply due to a change of mind.

4. Faulty, Damaged or Incorrect Items

You are entitled to a repair, replacement or refund if goods are:

  • Faulty

  • Not as described

  • Damaged in transit

If your order arrives damaged, you must notify us within 48 hours of delivery and provide clear photographs of:

  • The outer packaging

  • The damaged item

  • The shipping label

Failure to notify us within this timeframe may affect our ability to claim from the courier.

Where appropriate, we will:

  • Replace the item

  • Repair the item

  • Offer a refund

This does not affect your rights under the Consumer Rights Act 2015.

5. Original Artwork

Original artworks are one-of-a-kind pieces.

If an original artwork is returned under the 14-day cancellation period (where applicable and not custom-made), it must be returned in perfect condition and securely packaged.

You are responsible for return shipping and insurance until the artwork is safely received.

Refunds will be issued once the artwork has been inspected.

6. International Orders

For international purchases:

  • Customs duties and import taxes are non-refundable

  • Return shipping costs are the responsibility of the customer

We are not responsible for delays or fees caused by customs authorities.

7. Refund Processing

Refunds will be issued to the original payment method.

We aim to process refunds within 14 days of:

  • Receiving returned goods, or

  • Receiving proof of return shipment

8. How to Request a Cancellation or Return

Please contact:

📧 studiomckinney@outlook.com

Include:

  • Your order number

  • Your full name

  • Details of your request

We will provide return instructions where applicable.