REFUND POLICY

1. Purpose of This Policy

We want every customer to feel confident when purchasing through My Art Store. This Policy sets out in clear everyday language when you can change your mind, request a refund, or ask for a replacement – whether you bought a downloadable photograph or a framed print shipped to your door.

Throughout this Policy references to “we”, “us” or “our” mean Golden Element Solutions Limited (Company No. 16201533) and references to “you” or “your” mean the purchaser.

2. Your Statutory Consumer Rights

Nothing we say in this Policy removes or reduces your legal rights.

• United Kingdom: your key protections sit in the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCRs”).
• European Union: if you live in an EU Member State, the Consumer Rights Directive 2011/83/EU gives you similar protections.

3. Cooling‑Off Periods and Digital Downloads

3.1 You can cancel your orThroughout this Policy references to “we”, “us” or “our” mean Golden Element Solutions Limited (Company No. 16201533) and references to “you” or “your” mean the purchaser.der for any digital content (for example a JPEG licence) within 14 days of purchase provided that the download has not started. Send an email to [email protected] quoting your order number and confirming that you have not begun downloading the file. We will issue a full refund to your original payment method within seven UK business days of approval.

3.2 Once you click the download button you explicitly agree that the digital content is supplied immediately and you lose the statutory right to cancel under Regulation 37 (1)(a) CCRs.

You may still request a refund in the rare cases below:

• the file is technically corrupt and does not open after reasonable troubleshooting;
• our system delivered multiple copies of the same file and you were charged twice for one image. We investigate within five business days and, if your request qualifies, refund you within a further seven business days.

4. Physical Products: Prints, Canvases and Merchandise

4.1 If you buy a physical product online you have 14 days from the day after delivery to tell us you wish to cancel for any reason. Email [email protected] with your order number and the words “Right to Cancel” in the subject line. You then have a further 14 days to send the item back.

4.2 Please return items in the condition you received them. You may handle a product to the same extent you would in a shop, but if it arrives back damaged through use beyond that inspection, we may make a reasonable deduction from your refund.

4.3 If the item is not faulty: you pay the cost of return postage. We strongly recommend a tracked service because you remain responsible until the parcel reaches us. If the item is faulty, damaged in transit, or we sent the wrong product: we cover all postage and provide a prepaid label or reimburse reasonable costs.

4.4 We refund you – using the same payment method – within 14 days of whichever happens first: (a) the day we receive the goods back, or (b) the day you send us evidence (for example a tracking receipt) that you shipped the goods.

5. Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015 goods must match their description, be of satisfactory quality and fit for purpose. If yours is not, notify us within 30 days of delivery and we will offer you a full refund. After 30 days and up to six months, we will first try to repair or replace the item within a reasonable time. If that is impossible or fails, you can choose a refund.

When you contact us please include:

• your order number;
• a brief explanation of the problem;
• clear photographs showing the defect or damage;
• whether you prefer a replacement or refund. We normally respond within two UK business days.

6. Exchanges

If you would like a different size or variant of the same artwork, let us know when requesting your return. We will confirm stock availability. Exchanges are processed as a return followed by a new shipment. Where the original product was not faulty you pay the cost of returning it; we cover the outbound shipping of the replacement.

7. Items and Services That Cannot Be Refunded

Certain purchases fall outside the cooling‑off regime or are non‑refundable unless faulty:

• customised or personalised prints (for example a bespoke frame or inscription);
• gift cards once activated;
• rush‑order handling fees where the service has already been performed;
• downloadable content after the download has begun, except as noted in Section 3.2.

8. How to Start the Refund or Return Process

• Write to [email protected] with the subject line “Refund Request – Order #[your number]”.
• State whether the purchase is digital or physical and explain the reason.
• If returning a physical item, await our Return Merchandise Authorisation email before posting.
• Pack the item securely, enclose a copy of the invoice, and ship to the address provided.
• Keep proof of postage until you receive your refund.

9. Our Response Times

• Email acknowledgement: within one UK business day.
• Investigation and approval: within five UK business days for digital items, within five UK business days of physical returns arriving at our warehouse.
• Payment of refund: within seven UK business days of approval, subject to standard bank processing times.

10. Contact Details

Golden Element Solutions Limited

22 Brondesbury Park, London, NW6 7DL, United Kingdom

Email: [email protected]

11. Policy Updates

We may update this Policy to reflect changes in law or our business practices. When we do, we will post the revised version on the Platform and, if changes are material, notify you by email at least 14 days before they take effect.