Refund policy

At Incriminate Art, everything is made with care and attention — and we want you to love what you receive. But if something’s gone wrong, or you’ve simply changed your mind, here’s what you need to know. 

🛒 Your Right to Cancel (UK Online Orders)

Under UK law, when you buy online, you have the right to cancel your order within 14 calendar days of receiving it — for any reason.

However, there are some legal exceptions, including:

• Custom-made or personalised items (which includes original artwork and made-to-order prints)
• Digital downloads (if applicable in future)

For items that fall outside those exceptions (e.g. non-personalised prints or merchandise), you:

• Must notify us of your cancellation within 14 days of delivery
• Then have another 14 days to return the item
• Will receive a full refund, including the standard delivery charge (but not any upgrade to express delivery)
• Are responsible for return postage, unless the item is faulty

We recommend tracked shipping, as we’re not liable for returns that go missing in the post.

🎨  Original Artwork & Made-to-Order Prints

Most of what we sell falls under the “custom-made” category, so the legal right to cancel does not apply.

That said — if you’ve got an issue, don’t suffer in silence. Get in touch and we’ll do our best to help.

🛠  Damaged or Faulty Items

If your item arrives damaged or faulty, UK law gives you strong protection under the Consumer Rights Act 2015.

You have the right to:

• A full refund if you report the fault within 30 days of receiving the item
• A repair or replacement if the fault develops within 6 months

To report a fault, email hello@incriminate.co.uk within 7 days of delivery with:

• Your order number
• Photos of the item and packaging
• A brief description of the issue

We’ll respond within 2 working days and advise on next steps. If a return is required, we’ll cover the postage.