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Contact me: Kirsty@mayannella.com
Scotland | UK
Refunds & Returns
Introduction
Thank you for supporting my small creative business. This page explains my refunds and returns policy for all products purchased from my website. It should be read alongside my Terms and Conditions, Delivery Information, Privacy Policy and Cookie Policy.
I sell limited edition art prints, open edition art prints and digital colour palettes. Each product type has different arrangements, explained in full below.
Nothing in this policy affects your statutory rights under UK law.
1. Physical Art Prints: Made to Order
All physical art prints are produced on demand specifically for your order by my fulfilment partner The Print Space. Because production begins immediately after your order is placed I am unable to accept cancellations, changes or returns once production has started, except where required by law.
Every limited edition print includes a Certificate of Authenticity bearing my signature. In the unlikely event that your COA is missing or damaged on arrival please contact me at Kirsty@mayannella.com within 14 days and I will arrange a replacement.
Under the Consumer Contracts Regulations 2013 the personalised goods exemption under Regulation 28(1)(b) may apply to made to order prints, which means your standard 14 day cancellation right may not apply.
Your statutory rights under the Consumer Rights Act 2015 are fully respected at all times. If your print arrives damaged, faulty or not as described please see Section 3 below.
Before placing your order please review all product details carefully including size, format and imagery. Once production has started changes cannot be made.
2. Digital Products: All Sales Final
Digital products are delivered instantly after purchase.
Under Regulation 37 of the Consumer Contracts Regulations 2013 the 14 day cancellation right does not apply to digital content once download has begun, provided you have given your express prior consent and acknowledged that the cancellation right is thereby lost. By completing your purchase and accessing your download you confirm this consent and acknowledgement.
- All digital sales are final
- No refunds or exchanges are available once download access has been provided
- Downloads are available for 30 days from the date of purchase
Your statutory rights under the Consumer Rights Act 2015 remain fully intact. If your digital product is faulty, not as described or fails to download correctly please contact me at Kirsty@mayannella.com and I will resolve the issue promptly.
3. Faulty, Damaged or Incorrect Items
Your statutory rights are fully respected. If you receive a physical print that is faulty, damaged on arrival or not as described please contact me at Kirsty@mayannella.com within 14 days of delivery with the following:
- Your order number
- A clear description of the issue
- Photographs showing the damage or fault
I will review the issue and arrange a replacement or appropriate resolution in accordance with the Consumer Rights Act 2015. In cases of genuine fault or damage you will not be required to pay return shipping costs. For higher value returns I recommend using a tracked postal service as I cannot accept responsibility for items lost in transit without proof of tracking.
I will work directly with The Print Space to resolve all fulfilment issues on your behalf.
4. Refund Processing
Where a refund is approved it will be processed to your original payment method within 14 days of my confirming the refund is due. Refunds are processed through the original payment processor Stripe, PayPal or Apple Pay and may take additional time to appear in your account depending on your bank or payment provider.
5. Your Consumer Rights
Nothing in this policy affects your statutory rights under UK law. In particular:
- Under the Consumer Rights Act 2015 all physical products must be of satisfactory quality, fit for purpose and as described
- Under the Consumer Rights Act 2015 all digital products must be of satisfactory quality, fit for purpose and as described
- Under the Consumer Contracts Regulations 2013 your rights regarding cancellation are as described above
If you are unsure about your rights or wish to raise a dispute you can contact the Citizens Advice consumer helpline on 0808 223 1133 or visit citizensadvice.org.uk.
6. International Orders: Third Party Platforms
For orders placed through Spoonflower, Creative Market or Patterned, returns and refunds are handled entirely by those platforms under their own policies. I have no control over and accept no responsibility for their returns or refunds processes. Please contact those platforms directly for any issues arising from purchases made there.
7. Contact
If you have any questions about refunds or returns please do not hesitate to get in touch. I am always happy to help.
Kirsty Lloyd, trading as May Annella
Email: Kirsty@mayannella.com
Website: https://www.mayannella.com/
I aim to respond to all enquiries within 2 business days.
This policy is written in accordance with the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and UK GDPR as incorporated by the European Union (Withdrawal) Act 2018. It should be read alongside my Terms and Conditions, Delivery Information, Privacy Policy and Cookie Policy.
Still Have Questions?
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