Returns & Cancellations

Overview

We make every effort to ensure all our products are of a very high standard, and we hope you are delighted with your order. If you are not fully satisfied with the quality of your purchased item(s), please email us as soon as possible at info@kerto.art to arrange the return the item(s) to us in its original condition and packaging within 14 days of receipt, in line with the policy set out below.

Ready-made items — statutory cancellation right. For items sold ready-made and not produced to your specification (for example, greeting cards, notebooks, cushions, placemats, coasters and unframed prints held in stock), you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days of receiving the goods, without giving a reason. To cancel, simply tell us clearly (for example, by emailing info@kerto.art) within this period. You then have a further 14 days to return the goods to us.

Made-to-order items. Framed artwork and any other products made or framed specifically to your order are personalised/bespoke goods. Under Regulation 28 of the 2013 Regulations, the statutory cancellation right above does not apply to these items, except where the item is faulty, damaged or not as described. We nonetheless offer a voluntary 14-day return for made-to-order items on the same terms as our ready-made products, as set out below, for your peace of mind.

Please return items to:

Kerto Studio
356 Reading Road
Winnersh
Wokingham
Berkshire
RG41 5EJ
United Kingdom

You are responsible for the cost of returning your item, unless the item is faulty or not as described. Shipping costs are non-refundable, and where a refund is due, and where permissible by law, the cost of initial shipping will be deducted from the refund.   Delivery times for exchanged products may vary depending on your location.

If you are returning an item valued at over £50, we recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for returned items that do not reach us, and cannot refund an item that is not received, except where this would conflict with your statutory rights.

To complete your return, we require a receipt or proof of purchase. Contact us at info@kerto.art if you have any questions about your return.

Refunds

Once your return is received and inspected, we will email you to confirm we have received it, and to notify you of the approval or rejection of your refund. Where a refund is approved, it will be processed and credited to your original method of payment within 14 days, in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Late or missing refunds

If you have not received a refund within the expected time, first check your bank account again. Then contact your card issuer, as it may take some time before a refund is officially posted. If you have done this and still have not received your refund, please contact us.

Sale items

Only regular-priced items may be refunded for a change of mind; sale items cannot be refunded for a change of mind. This does not affect your statutory right to a refund, repair or replacement for any item — including sale items and made-to-order items — that is faulty, damaged or not as described, under the Consumer Rights Act 2015.