The Painted Standard – Refunds & Returns Policy
Last updated July 29th, 2026
Business Name: The Painted Standard (“we”, “us”, “our”, “the Studio” or “the Company”)
Business Location: Essex, UK
Contact Email: info@thepaintedstandard.com
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1.STANDARD PRODUCTS
1.1 You have the right to cancel your order within 14 days of receiving standard (non-bespoke) products under the Consumer Contracts Regulations 2013.
1.2 Returned goods must be unused, in original condition, and in suitable packaging.
1.3 Return shipping is your responsibility unless the item is faulty.
1.4 Refunds will be processed within 14 days of receiving the returned item or proof of return.
1.5 To arrange a return, please email us at info@thepaintedstandard.com. You will receive a return address and instructions.
1.6 Faulty or Incorrect Items
1.6.1 If your order arrives faulty, damaged due to a manufacturing defect, or you receive the wrong item, please contact us as soon as reasonably possible. Where appropriate, we will repair, replace or refund the item in accordance with your statutory rights.
2. COMMISSIONS / BESPOKE ORDERS
2.1 All commissions are made-to-order and bespoke.
2.2 As commissions are bespoke and made to your specification, you lose your statutory right to cancel once work has commenced. Refunds are not available after this point unless required by law or where The Painted Standard is in material breach of the agreed contract.
2.3 If you wish to cancel before work begins, please contact us via email. We may be able to issue a partial or full refund at our discretion. If a deposit has been paid to reserve a commission slot, any refund will be subject to the terms agreed at the time of booking.
2.4 Any additional changes requested after confirmation may incur extra charges and affect lead times.
3. LOSS & DAMAGE IN TRANSIT
3.1 All items are securely packaged and dispatched via tracked shipping.
3.2 If an item is lost or damaged in transit, you must notify us within 48 hours of confirmed delivery and provide photographic evidence.
3.3 Where damage or loss is confirmed, we will work with the courier to resolve the claim as quickly as possible. Any compensation payable will be limited to the value recoverable under the courier's insurance.
4. HOW TO CONTACT US
Email: info@thepaintedstandard.com
Returns Address: Provided upon request via email
Please contact us before sending any returns so we can provide instructions and ensure the item is handled correctly.
5. NOTES
Standard products are covered by UK statutory rights for cancellation and refund.
Commissions and bespoke orders do not have statutory cancellation rights once work has begun.
This Returns & Refunds Policy should be read alongside our Terms & Conditions, which form part of the agreement when placing an order.