Returns & Refunds Policy

Last updated: 8 August 2026

At Studio McKinney, I want you to be happy with your purchase. If something isn't quite right, this policy explains how returns, refunds and damaged items are handled.

This policy applies to purchases made through the Studio McKinney website and is intended to comply with UK consumer law.

1. Returns and cancellations

If you are a UK consumer purchasing an eligible item online, you have the legal right to cancel your order within 14 days of receiving your goods, without having to give a reason.

You then have a further 14 days from the date you notify me of your cancellation to return the goods.

To request a return, please contact me at hello@studiomckinney.co.uk within the 14-day cancellation period, quoting your order number and letting me know which item you wish to return.

I will then provide you with the return instructions and return address.

Please do not send items back without contacting me first.

2. Condition of returned items

Items must be returned in their original condition and, where reasonably possible, with their original packaging.

You may handle an item to the extent necessary to establish its nature, characteristics and functionality, in the same way that you would be able to inspect it in a shop.

However, you may be responsible for any diminished value resulting from handling the item beyond what is reasonably necessary to inspect it.

Items that have been used, damaged, altered or returned in a condition that goes beyond reasonable inspection may therefore be subject to a deduction from the refund where permitted by law.

3. Return postage

If you are returning an item because you have simply changed your mind, you are responsible for the cost of returning the item to Studio McKinney, unless otherwise stated.

I recommend using a tracked postal service and retaining your proof of postage, as Studio McKinney cannot be responsible for items lost or damaged while being returned.

If an item is faulty, damaged on arrival or not as described, please contact me before returning it. Where the item is confirmed to be faulty, damaged or incorrectly supplied, Studio McKinney will cover the reasonable cost of returning it.

4. Where to send returns

Returns should only be sent to the return address provided by Studio McKinney when your return has been approved.

Return address:
Studio McKinney
10 Rhine Banks, Rushmoor, Hampshire GU14 9QS

Please do not send returns to any other address without prior confirmation.

5. Refunds

Once your returned item has been received and checked, I will process your refund as soon as reasonably possible.

Where you exercise your statutory right to cancel, refunds will normally be made within 14 days of:

• receiving the returned goods; or

• receiving evidence that you have returned the goods, whichever is earlier.

Refunds will be made using the same payment method used for the original purchase.

Where a full refund is due under your statutory cancellation rights, this will include the cost of the standard delivery service originally selected. If you chose a more expensive delivery option, I am only required to refund the cost of the cheapest standard delivery option offered.

6. Damaged or faulty items

Please inspect your order when it arrives and contact me as soon as possible if it has arrived damaged, is faulty or is not what you ordered.

Please email hello@studiomckinney.co.uk with:

• Your order number

• A description of the problem

• Clear photographs of the item and packaging

• Photographs showing any damage to the outer packaging, where applicable

Please keep the original packaging until the issue has been resolved, as photographs or packaging may be required to help establish what happened during transit.

If your item arrives damaged or is faulty, please contact me before returning it so that I can advise you on the next steps.

Your statutory rights are not affected by this policy. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund under UK consumer law.

7. Personalised, bespoke and commissioned products

The statutory 14-day cancellation right does not generally apply to goods that are made to your specifications or clearly personalised.

This includes Studio McKinney products such as:

• Bespoke illustrations

• Personalised artwork

• Fine Art Portrait commissions

• Artwork created specifically from your photographs or instructions

• Other products that have been made specifically for you or customised to your requirements

Because these pieces are created specifically for the individual customer, orders for personalised or bespoke work cannot normally be cancelled simply because you have changed your mind once work has commenced or the item has been created.

However, this does not affect your legal rights if a bespoke or personalised item is faulty, damaged, not as described or otherwise does not conform to the contract.

For commissioned artwork, please refer to the Commission Terms & Conditions provided at the time of booking.

8. Sale and discounted items

Items purchased during a sale or using a discount code are subject to the same statutory consumer rights as full-price items.

A reduced price does not remove your legal rights.

9. Exchanges

I do not routinely offer exchanges for unwanted items.

If you would like a different product, you can return the original eligible item in accordance with this policy and place a new order.

This does not affect your statutory rights where an item is faulty, damaged or not as described.

10. Your statutory rights

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

If an item is faulty, not as described or does not meet the requirements of the Consumer Rights Act 2015, you may have additional rights and remedies.

If you have any questions about a return or refund, please contact:

Studio McKinney
Email: hello@studiomckinney.co.uk
Website: www.studiomckinney.co.uk

I will always aim to deal with returns and refunds fairly and in accordance with applicable UK consumer law.