Return and Refunds Policy

I hope you love your Aubrey & I purchase. If something isn’t right, please contact me at aubreyandi@outlook.com quoting your order number.

DIY Kits and Handmade for You Portraits

You can cancel your order within 14 days of receiving it. This applies to DIY Kinusaiga Kits and Handmade for You portraits selected from my existing designs, provided they haven’t been personalised for you.

Please email me within those 14 days to tell me that you wish to cancel. You then have a further 14 days to return the item.

You may inspect the item as you would in a shop. If it has been used, damaged or handled beyond what is reasonably necessary to inspect it, I may reduce the refund to reflect any loss in value. For DIY kits, this could include missing materials or materials that have been cut, marked or used.

Customers are responsible for the cost of return postage when returning an item because of a change of mind. I recommend obtaining proof of postage.

Bespoke and Personalised Portraits

Bespoke Pet Portraits created from your own photograph, and any other items made to your specifications or clearly personalised for you, cannot be cancelled or returned because you have changed your mind.

You can cancel a bespoke order within 24 hours, please contact me as soon as possible.

Faulty, Damaged or Incorrect Items

Please contact me as soon as possible if your order arrives damaged, contains a fault, has missing components or is not the item you ordered. Include your order number and photographs where possible.

I will assess the issue and arrange an appropriate remedy, which might include a replacement, repair or refund.

Refunds

For eligible change-of-mind returns, refunds will be issued within 14 days of receiving the returned item.

Refunds will be made to the original payment method. If you cancel your entire order, the original standard delivery charge will also be refunded. Any additional amount paid for an upgraded or express delivery service will not be refunded.

Please allow additional time for your bank or card provider to process the refund.

Exchanges

If you would like to exchange an eligible item, please contact me at aubreyandi@outlook.com.  Bespoke and personalised items cannot be exchanged unless they are faulty, damaged or not as described.

How to Cancel

To exercise your right to cancel, email aubreyandi@outlook.com with your order number and a clear statement that you wish to cancel your order.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.