Returns Policy

Last updated: 6 March 2026

Your Right to Cancel (Online Orders)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

You then have a further 14 days from the date you notify us to return the item(s).

How to cancel

1. Email hello@nadiapoe.co.uk with your order number and the item(s) you wish to return.
2. We will confirm your cancellation and provide the return address.
3. Post the item(s) back to us within 14 days.
4. We will process your refund within 14 days of receiving the returned goods.

Conditions for returns

• Items must be returned in their original condition — undamaged, unframed (if sold unframed), and in the original packaging where possible.
• Return shipping costs are the buyer’s responsibility. We recommend using a tracked and insured service, as we cannot be responsible for items lost or damaged in return transit.
• Please pack prints carefully to avoid bending or creasing.

Exceptions

The right to cancel does not apply to:

• Commissioned artwork — goods made to your specifications are exempt under the Consumer Contracts Regulations.
• Market purchases — items bought in person at a market stall are not covered by distance selling cancellation rights. We may offer goodwill exchanges at our discretion.

Refunds

• Refunds are made to the original payment method.
• We will refund the full item price, including the standard delivery charge you paid on the original order.
• If you chose an express delivery option, we will refund only the standard delivery amount.
• Refunds are typically processed within 14 days of receiving the returned goods. Your bank may take an additional 3-5 working days to credit your account.

Model Cancellation Form

You may use this form to cancel your order, but it is not obligatory. You can also cancel by emailing us directly.

To: Nadia Poe, hello@nadiapoe.co.uk

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on:

Name:

Address:

Date:

Damaged or Faulty Goods

If your order arrives damaged or faulty, please contact us at hello@nadiapoe.co.uk within 48 hours of delivery, with a photo of the damage.

We will arrange either:

• A replacement sent at no extra cost, or
• A full refund including return shipping costs.

Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if goods are faulty, not as described, or not fit for purpose.

Original Paintings

Due to the unique, one-of-a-kind nature of original paintings, we strongly encourage you to contact us with any questions about a painting before purchasing. The 14-day cancellation right still applies to original paintings bought online, provided they are returned in their original condition.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For further information about your rights, visit citizensadvice.org.uk or contact your local Trading Standards office.

Contact Us

If you have any questions about returns, please email hello@nadiapoe.co.uk.