Returns & Refunds Policy

1. Our Commitment

We want you to love everything you receive from Eva's Art & Design. If something isn't right, we'll always do our best to make it right. Please read our returns policy below — and don't hesitate to contact us if you have any questions before or after your purchase.

2. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. You then have a further 14 days to return the item to us.

To exercise your right to cancel, please notify us before the 14-day period expires. You can do this by:

• Emailing sales@evasartdesign.com with your order number and a note that you wish to cancel
• Using our contact form

Once we have received your cancellation notice, we will confirm the return address and next steps.

3. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

• The item must be unused and in its original condition
• It must be returned in its original packaging where possible
• You must contact us before sending the item back

Items that do not meet these conditions may not be eligible for a full refund.

4. Non-Returnable Items

The following items are not eligible for return under consumer law:

• Personalised or custom-made items — items made to your specific requirements (e.g. custom colours, names, sizes) cannot be returned unless they are faulty
• Perishable goods — soaps and wax products that have been opened or used
• Items not in a resalable condition — items that have been damaged after delivery by the customer

If you are unsure whether your item is eligible for return, please contact us before sending anything back.

5. How to Start a Return

1. Contact us at sales@evasartdesign.com with your order number and reason for return. Do not send items back without contacting us first.
2. We will confirm whether the return is accepted and provide the return address.
3. Pack the item securely — ideally in the original packaging — and send it back using a tracked or signed-for service. We recommend this as we cannot accept responsibility for items lost in return transit.
4. Email us the tracking number once sent.
5. Once we receive and inspect the return, we will process your refund within 14 days.

6. Return Postage Costs

Return postage costs are the responsibility of the buyer, unless the item is faulty, damaged, or not as described (see section 7 below).

Original shipping costs are non-refundable unless the item was faulty or we made an error with your order.

We strongly recommend using a tracked or signed-for service for your return, as we are unable to take responsibility for items that do not reach us.

7. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, or not as described, please contact us within 48 hours of delivery with:

• Your order number
• A description of the issue
• Clear photographs of the item and, where relevant, the packaging

We will arrange a replacement or full refund at no cost to you, including return postage if required. Please keep any damaged packaging until the matter is resolved, as it may be needed for a Royal Mail claim.

8. Refunds

Once we have received and inspected your returned item, we will notify you by email and process your refund within 14 days to your original payment method.

Please note:

• Refunds are processed back to the original payment method used at checkout (via Shopify)
• Depending on your bank or card provider, it may take a further 3–5 working days for the funds to appear in your account
• Original shipping costs are non-refundable unless the item was faulty or incorrectly sent

9. Custom & Personalised Orders

We love creating personalised pieces, but please be aware that custom orders fall outside the standard right to return.

Under the UK Consumer Rights Act 2015, the 14-day cooling-off period does not apply to items that have been made to your specific requirements. Once a custom order is confirmed and production has begun, cancellations may not be possible.

If you have any concerns about a custom order — before or after purchase — please contact us as soon as possible. We will always try our best to find a solution.

10. Contact Us

For any questions about returns, refunds, or your order, please get in touch or email sales@evasartdesign.com. We aim to respond within 1–2 business days and will always do our best to help.