Overview
If 14 days have passed since you made your purchase, we can’t offer you a full refund or exchange. Let us know within 14 days of receiving your order that you wish to make a return. You must contact us in writing and return goods within a further 14 days.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and you must provide proof of purchase.
Several types of goods are exempt from being returned:
- Goods purchased instore or seen in person
- Gift cards
- Downloadable software products
- Items sold with defect, disrepair, fragile or unstable state, repair or other risk of repair known to customer or accepted by customer
- Custom items, including picture framing, restoration, cleaning
- Valuation services & other services provided by Sundridge Gallery
- Items which have been altered or repaired by customer or third party on behalf of customer
- Items damaged or destroyed by customer or third party
- Items gifted to person making return. We will only accept returns from the buyer directly.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Items with obvious signs of use
- Any item not in its original condition, is damaged, altered, or missing parts for reasons not due to our error.
- Any item that is returned more than 28 days after delivery or where written request for refund is not made within 14 days.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {[email protected]}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only exchange items if they are defective or damaged. We may allow you to part exchange your item for another at our discretion and depending on availability of your preferred item and on the value of this item and your original purchase. Due to the individuality of each piece of art, where we cannot replace the item, send us an email at {[email protected]} and deliver your item to: {Sundridge Gallery, 9 Church Road, Sundridge, Sevenoaks, Kent, TN14 6DT}. Buyers are responsible for the cost of return purchases and any damage that may occur in transit and are advised to take out insurance with the carrier and to obtain proof of sending.
Gifts
We will only send a refund to the gift giver (please see terms of refund). We may, at our discretion, allow the giver to part exchange the item where the item has been purchased online and not seen in person by the buyer or by third party on behalf of buyer.
Shipping returns
To return your product, you should mail or deliver your product to: {Sundridge Gallery, 9 Church Road, Sundridge, Sevenoaks, Kent, TN14 6DT}.
You will be responsible for paying for your own shipping costs for returning your item and for any damage that occurs to the item in your possession or during transit. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. You will be charged for shipping replacement items.
We strongly advise using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and cannot issue refunds for items lost in transit or otherwise not received. Losses must be taken up with the courier service provider and any damage incurred to goods will affect your refund.
Need help?
Contact us at {[email protected]} for questions related to refunds and returns.