Refund policy
Last updated: 12 September 2026
We want you to be happy with your purchase and are committed to ensuring that every product we sell is of the quality you expect.
Because we sell artwork and products featuring our artwork, our returns policy differs depending on the reason for the return. This policy does not affect any rights you may have under applicable consumer protection law.
1. Change-of-mind returns
For most products purchased through our online store, you have the right to cancel your order within 14 days of receiving your goods, without having to give a reason.
This applies to our standard, non-personalised products, including:
- Original paintings
- Art prints
- Clothing
- Wallpaper
- Other standard products we may offer in the future
The 14-day cancellation period begins on the day after you receive your order. If your order contains multiple products that are delivered separately, the cancellation period generally begins when you receive the final item.
If you wish to cancel your purchase, please contact us at support@heleenatheodore.com within the 14-day period.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods to us.
Condition of returned goods
You are responsible for taking reasonable care of the goods while they are in your possession.
You may handle the goods to the extent necessary to establish their nature, characteristics and functionality, in much the same way you would be able to examine them in a shop.
We may be entitled to reduce a refund where goods have been handled beyond what is reasonably necessary and their value has consequently been diminished.
2. Return postage
Unless the item is faulty, damaged, incorrect, or otherwise not as described, the customer is responsible for the cost of returning an unwanted item, unless we agree otherwise.
We recommend using a tracked and insured delivery service when returning artwork or other valuable items, as we cannot be responsible for goods until they have been received by us.
3. Refunds for cancelled orders
Where you validly cancel an order under your statutory cancellation rights, we will refund the payments we have received from you, including the cost of our standard delivery service.
If you selected a more expensive delivery option, we will only be required to refund the cost of the least expensive standard delivery option we offered.
Refunds will normally be made using the original payment method.
We will issue the refund within the timeframe required by applicable law and, for returned goods, may wait until we have received the goods back or you have provided evidence that they have been returned.
4. Damaged, faulty or defective products
If your order arrives damaged, faulty, defective, or materially different from the product you ordered, please contact us as soon as possible at support@heleenatheodore.com.
Please provide:
- Your order number
- Your name
- A description of the problem
- Clear photographs of the product
- Photographs of the packaging and any visible damage
- Any other information we reasonably request to investigate the issue
Please keep the product and its original packaging until we have reviewed the issue.
We may ask you to provide photographs or other evidence so that we can determine whether the damage occurred during production, fulfilment, or delivery.
Where a product is faulty, damaged, not as described, or otherwise fails to meet your legal rights, we will provide the appropriate remedy required by applicable law. Depending on the circumstances, this may include a repair, replacement, refund, or other remedy.
Nothing in this policy limits or excludes your statutory rights.
5. Incorrect or missing items
If you receive an incorrect product or an item is missing from your order, please contact us at support@heleenatheodore.com as soon as possible.
Please include your order number and photographs of the items received where appropriate.
We will investigate the issue and arrange an appropriate resolution.
6. Original paintings
Original paintings are unique works of art and should be handled with particular care.
If you change your mind about an original painting purchased online, your statutory cancellation rights may apply. If you exercise those rights, the painting must be returned in accordance with the instructions we provide and in an appropriate condition.
If an original painting arrives damaged, please contact us immediately and provide photographs of the artwork and packaging before attempting any repairs or restoration.
7. Prints and clothing
Our prints and clothing feature standard designs. Customers may select from the sizes we make available, but these products are not individually personalised or customised.
Accordingly, choosing a size does not by itself make a product a personalised or bespoke item.
Change-of-mind cancellation rights therefore apply where required by applicable law.
Please check the product description and sizing information carefully before ordering.
8. Wallpaper and products fulfilled by third parties
Some products, including wallpaper, may be produced and/or shipped by one of our third-party manufacturing or fulfilment partners.
The fact that a product is fulfilled by a third party does not remove your rights as a customer of our store.
If your wallpaper or other third-party-fulfilled product arrives damaged, faulty, incorrect, or otherwise not as described, please contact us rather than contacting the fulfilment company directly.
We will liaise with our fulfilment partner where necessary and work with you to provide the appropriate remedy.
9. Products we may introduce in the future
Our returns policy applies to products offered through our store generally, subject to any product-specific information provided at the time of purchase and any rights you have under applicable law.
If we introduce products that are genuinely personalised, customised, made to a customer's unique specifications, or otherwise exempt from statutory cancellation rights, we will clearly identify this before purchase.
10. Statutory rights
Nothing in this policy is intended to exclude, restrict, or limit your statutory rights.
Consumers have legal rights concerning goods that are faulty, not as described, or not of satisfactory quality, and certain online purchases also carry statutory cancellation rights. These rights cannot be removed simply by stating that all sales are final.
Where the laws of the country in which you are located provide you with additional mandatory consumer rights, those rights will continue to apply.
11. Contact
For all returns, cancellations, damaged goods, or other issues with your order, please contact:
HELEENA THEODORE
Email: support@heleenatheodore.com
Website: heleenatheodore.com
Please include your order number in your message.