This policy applies to ready-made artwork, bespoke commissions, and creative services purchased directly from Taya De La Cruz. Nothing in this policy limits your statutory consumer rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

All cancellation notifications and return inquiries must be submitted clearly by email to taya@tayadelacruz.com.

1. Ready-Made Artwork (Change-of-Mind Returns)

If you are a consumer buying ready-made artwork at a distance (e.g., via the website), you have a statutory right to change your mind and cancel your order without giving a reason.

• The Cancellation Window: You have 14 days from the day you, or a person nominated by you, physically receives the artwork. For orders split into multiple deliveries, this window runs from the receipt of the final item.

• The Return Process: You must send the artwork back to the return address provided within 14 days of notifying me of your cancellation.

• Return Packaging & Shipping: You must use secure packaging to return the item. Tracked and adequately insured delivery is highly recommended, as the artwork remains your responsibility until it is safely received. Original packaging is preferred but not compulsory.

• Return Shipping Costs: For change-of-mind returns, you are responsible for paying the direct return shipping costs. For oversized works unsuitable for ordinary postal return, a cost estimate will be provided upon request.

2. Bespoke Art & Commissions

• Exemption from Cancellation Rights: Genuinely bespoke, custom-made, or personalised artworks are exempt from standard statutory change-of-mind cancellation rights.

• In-Progress Cancellations: Once production or substantive creative development on a commission has officially begun, no refunds will be issued for cancellations.

• Exceptions: This does not affect your legal remedies if the artwork arrives damaged or faulty, as outlined in Section 4 below.

3. Creative Services

If you purchase a standalone creative service at a distance, you have a statutory right to cancel the contract within 14 days of the day the contract was made.

• Early Service Commencement: If you expressly request that I begin providing the service during this 14-day cooling-off period, you may still cancel. However, a lawful, proportionate charge will apply for any work already supplied up to the point of cancellation.

• Completed Services: Your right to cancel ends completely once the creative service has been fully performed, provided you requested the early start and acknowledged this consequence beforehand.

4. Damaged, Faults & Incorrectly Described Items

The change-of-mind limitations stated above do not restrict your statutory rights regarding faulty goods. These protections apply to both ready-made and bespoke commission pieces.

• Transit Damage: Please inspect your order upon arrival and report any transit damage promptly—ideally within 48 hours—by emailing photographs of the damage, the artwork, and the packaging.

• Your Consumer Rights: Under the Consumer Rights Act 2015, consumers have legal remedies for faulty, damaged, or incorrectly described goods. This includes a qualifying 30-day right to reject the item and receive a full refund, alongside further statutory rights after this period.

• Return Costs for Faulty Items: Where an item is legally verified as faulty, damaged in transit, or incorrectly described, I will arrange the appropriate remedy (repair, replacement, or refund) and bear all reasonable return shipping costs.

5. Processing Refunds

• Refund Timelines: Valid refunds will be issued within 14 days of me receiving the returned artwork (or 14 days from the date you provide clear evidence of tracked dispatch). For creative services, refunds will be issued within 14 days of your cancellation notice.

• Payment Method & Fees: All refunds are processed using the original payment method. No processing, restocking, or administrative fees will be charged.

• Value Deductions: Where lawful, a deduction may be made from your refund to reflect any diminished value of the artwork caused by handling it beyond what was reasonably necessary to inspect its nature and characteristics.