Refund & Return Policy

1. Our Commitment

We want you to be completely satisfied with your purchase from Kiln & Ink. Given the nature of handcrafted artworks — where each piece is unique and made-to-order — we have designed this policy to be fair to both collectors and artists. Please read it carefully before purchasing.

2. Eligible Returns

We accept returns within 14 days of the delivery date provided:

• The item is in its original, undamaged condition
• All original packaging, certificates of authenticity, and documentation are included
• The item has not been installed, framed (by you), or altered in any way
• You have contacted us at hello@kiln-ink.com before sending the item back

3. Non-Returnable Items

The following items are not eligible for return:

• Auction purchases — all auction sales are final. By placing a bid, you enter a binding purchase agreement.
• Custom and commissioned works — artworks created specifically to your specifications or personalised with inscriptions.
• Digital downloads — once accessed.
• Items returned after 14 days — unless damaged in transit or proven to be inauthentic.
• Items without original packaging or certificates.

4. Damaged or Defective Items

If your artwork arrives damaged in transit or is materially different from its listing description, please contact us within 48 hours of delivery at hello@kiln-ink.com with:

• Your order number
• Clear photographs of the damage and packaging
• A description of the issue

We will arrange a prepaid return label and provide a full refund or replacement at no cost to you. Damage claims made after 48 hours may not be eligible for a full refund, as we may not be able to file a transit insurance claim.

5. How to Return

1. Contact us first — email hello@kiln-ink.com with your order number and reason for return. We will confirm eligibility and provide return instructions within 2 business days.
2. Package the artwork carefully — use the original packaging if possible. Artworks must be fully protected to avoid damage in transit. We recommend insuring the return shipment for its full value.
3. Ship to our address — we will provide the return address upon approval. Do not return items without prior approval; unapproved returns will not be accepted.
4. Share tracking — please send us the tracking number once the item is shipped so we can monitor its return.

6. Return Shipping Costs

• Damaged or incorrect items: we cover all return shipping costs and will provide a prepaid label.
• Change of mind returns: the buyer is responsible for return shipping costs. We recommend using a tracked, insured service.

7. Refunds

Once we receive and inspect the returned item, we will notify you by email of the approval or rejection of your refund.

• Approved refunds are processed within 10 business days to your original payment method.
• Depending on your bank or card issuer, the credit may take an additional 3–5 business days to appear on your statement.
• Original shipping charges are non-refundable unless the return is due to our error (damaged, incorrect, or inauthentic item).
• Partial refunds may be issued for items returned in a condition that is less than perfect (e.g. missing documentation).

8. Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original purchase for a refund and place a new order. This ensures availability and pricing accuracy.

9. Authenticity Disputes

If you have reason to believe that an artwork you purchased from us is not authentic, you may raise an authenticity dispute within 12 months of purchase. Please contact us with supporting evidence and we will engage an independent expert assessor. If the dispute is upheld, you will receive a full refund including original shipping costs, and the artwork will be recalled.

10. Consumer Rights

Nothing in this policy limits your statutory consumer rights under applicable law. If you are located in a jurisdiction with additional consumer protections (such as EU Consumer Rights Directive, UK Consumer Rights Act, or Australian Consumer Law), those rights apply in addition to this policy.

11. Contact

For all return and refund enquiries: