Return & Refund Policy

Returns & Refund Policy

What rights do our customers have to cancel orders?

AI Art Group Ltd. is domiciled in the UK.

All European online retail platforms must adhere to the Consumer Contracts Regulations which came into force in the UK on 13 June 2014 (replacing the Distance Selling Regulations).

These regulations outline the various rights consumers have when it comes to cancelling orders which aren’t required. However, there are a number of exemptions to these rules and the types of product we create (and you, therefore, sell) fall under those items that you are unable to return once received, unless there is a defect with the product.

The circumstances where the Consumer Contracts Regulations won’t give you a right to cancel include perishable items, CDs, DVDs, pharmaceutical products and software if you’ve broken the seal on the wrapping. Exemptions are also made for tailor-made or personalised items. All print on demand products are tailor made, custom-made and bespoke to the end-consumers individual specifications and no order would exist unless a personalised commission was provided.

This means you may cancel your order at any stage, provided we have not initiated production for your order or dispatched the relevant products to you. To do this you must notify us in writing at the address above or by sending an email to returns@aiartshop.com.

We have a 15-day return policy, which means you have 15 days after placing your order with us to request a return, if and only if, it has not gone into production or been dispatched yet.

To be eligible for a return, you will need the receipt or proof of purchase.

To start a return, you can contact us at returns@aiartshop.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at returns@aiartshop.com. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate and investigate the issue and make it right as soon as possible. If an item arrives damaged it is fully covered by our Refund Policy meaning that you will be refunded the full amount or receive store credit for an item equivalent in value or we will reship an identical item at no cost. Please note that in any case, any digital products purchased on our platform are non-refundable as stated in our Refunds Policy, which means that if you request a refund on a damaged item, we will only issue a refund on the physical part of the order (e.g. canvas print, etc.) and not the digital image itself - as the two are considered as two separate products. 

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on any digital items (e.g. images, NFTs or any other form of digital media), or gift cards. We do accept returns on canvas prints and other physical products, however only in cases when they have not gone into production (see section above). 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank, credit card company or payment provider to process and post the refund.