Refunds & Returns Policy

Welcome to Craig Ferguson Art.

Due to the personalised nature for the products sold, they may only be returned if there is an error or defect in materials or manufacturing. This includes damages to frames or artwork.

Returns or refunds are only made once the product has arrived at its destination and has been received by the buyer, no returns are made for products that are in transit to be delivered or that have not yet been delivered.

Non-refundable products

Due to the nature of personalised commissions and commissions based on customer specifications, the following products are final and non-refundable:

  • Pet portraits 

  • Family portraits 

  • Personalised/bespoke requests

Returns

Customer satisfaction is paramount, therefore, for all other products except the non-refundable category, we offer money back guarantee if the customer is not satisfied with the product. Purchases made (except for non-refundable products) can be returned for a refund within 14 days from date of delivery. If 14 days have passed since the original delivery date, unfortunately a refund cannot be guaranteed. 

To request a return please fill out the form at the bottom of this page and include state the following:

  • Full name of buyer

  • Items must be in its original condition (unmarked, unaltered and undamaged)

  • All returns must have proof of purchase i.e. invoice

Shipping returnable items

Responsibilities of the buyer:

  • Any item you have accepted and returned is your responsibility to handle shipping arrangements, including the costs of shipping

  • Please ensure that product is packed securely

Defective or damaged products

If upon receiving the product is found to be defective or damaged, please send us your request by email by filling out the form at the bottom of this page. If the item is found to be defective or damaged, and you need to exchange the product or need a refund, this will be discussed by email.

If personalised artwork is damaged or lost during shipping, unfortunately Craig Ferguson Art is unable to provide a refund, however replacement artwork can be arranged.

Please include the following information for your request so it can be processed quickly:

  • Full name

  • Proof of damage or defect (photo / video)

  • Order date 

Processing your refund

Once your return has been received or accepted, please allow 5 business days for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your expense. If your return has been accepted, your refund will be issued and you will receive a return confirmation email. Your refund will be completed via the original payment method, with the amount of return shipping deducted from your refund.

Deposits 

Deposits are non-refundable. When you book a portrait, you reserve a space in the order list which prevents me from accepting other customers during that time. 

Contact me

If you have concerns, or would like to ask questions before proceeding with your purchase please do not hesistate to contact me at: