Return Policy

Return Policy

Last update 4th August 2026

This Return Policy explains your rights to cancel an order, return products, and receive a refund when you buy from simonburdge.co.uk.

It should be read together with our Terms and Conditions, Privacy Policy, and any product-specific information shown on the website.

Nothing in this Return Policy affects your legal rights under consumer law.

1. Your Legal Rights

If you buy from us as a consumer online, you usually have legal rights under UK consumer law and, where applicable, under the consumer laws that apply in your EU country of residence.

These rights may include:

• a 14-day right to cancel most online orders;

• rights if goods are faulty, damaged, not as described, or not fit for purpose; and

• additional protections for digital content and services where the law applies.

This Return Policy explains how we apply those rights in practice.

2. The 14-Day Cancellation Right

If you buy goods online as a consumer, you usually have the right to cancel your order within 14 days without giving a reason.

For goods, the cancellation period usually ends 14 days after the day you receive the goods.

If your order is delivered in separate parts, the cancellation period usually ends 14 days after the day you receive the last item.

To exercise this right, you must tell us clearly before the cancellation period ends.

3. How to Cancel an Order

To cancel an order, please contact us using the contact details shown on our website and include:

• your full name;

• your order number;

• the item(s) you want to cancel; and

• a clear statement that you wish to cancel the order.

You may cancel by email, post, or another clear written message.

You do not have to use a special form unless we provide one, but your notice must clearly tell us that you want to cancel.

4. Returning Goods After Cancellation

If you cancel an order for goods, you must send the goods back to us within 14 days of telling us that you wish to cancel.

Unless we tell you otherwise, you are responsible for the direct cost of returning the goods.

You should return the goods to the return address we provide, using secure packaging and a reliable delivery service.

We recommend using a tracked service and keeping proof of postage until your refund has been processed.

5. Condition of Returned Goods

You have the right to inspect goods as you would in a shop.

You must not handle the goods more than is necessary to establish their nature, characteristics and functioning.

If the value of the goods is reduced because they have been handled more than necessary, we may reduce your refund to reflect that loss in value, where the law allows us to do so.

Please return goods complete, with any accessories, instructions, and original packaging where reasonably possible.

6. Refunds for Cancelled Orders

If you cancel an order within the legal cancellation period, we will refund:

• the price paid for the goods; and

• the basic cost of standard delivery, if charged.

We do not have to refund any extra amount you paid for a more expensive delivery option than our standard delivery service.

We will usually make the refund within 14 days after we receive the returned goods back, or after you provide evidence that you have sent them back, whichever is earlier.

Refunds will be made using the same payment method used for the original purchase, unless we agree otherwise.

7. Items That Cannot Usually Be Returned Under the 14-Day Cancellation Right

The legal right to cancel does not apply, or may be lost, for certain items where the law allows this.

This includes:

• goods made to your specifications;

• clearly personalised or custom-made items;

• sealed goods not suitable for return for health protection or hygiene reasons, if unsealed after delivery;

• sealed audio, video or software products, if unsealed after delivery;

• newspapers, magazines or periodicals, except subscriptions;

• goods that become inseparably mixed with other items after delivery; and

• digital content not supplied on a physical medium, once supply has begun with your prior express consent and acknowledgement that you lose the right to cancel.

If an item cannot be returned under the cancellation rules, we will try to make that clear before you place your order.

8. Faulty, Damaged or Incorrect Items

If an item is faulty, damaged, not as described, or not fit for purpose, you may have the right to a repair, replacement, price reduction, or refund.

If this applies, please contact us as soon as reasonably possible and provide:

• your order number;

• a description of the problem; and

• photographs where helpful.

We may ask for further information so that we can assess the issue and deal with it fairly.

Nothing in this policy limits your legal rights if the goods do not meet the standards required by law.

9. Your Short-Term Right to Reject Faulty Goods

If you are a UK consumer, you will usually have a 30-day right to reject goods that are faulty and receive a full refund.

This period usually runs from the date the goods are delivered.

After that period, you may still be entitled to a repair or replacement, and if that does not resolve the issue, you may have the right to a price reduction or final refund.

If you are an EU consumer, your mandatory rights under the law that applies in your country of residence are also preserved.

10. Return Costs for Faulty or Incorrect Items

If goods are faulty, damaged, or sent in error, you will not be responsible for the return costs in cases where the law says we must bear them.

In those cases, we may provide a prepaid return label, arrange collection, or refund reasonable return postage costs.

Please wait for our return instructions where possible so that the return can be handled in the most efficient way.

11. Exchanges

We do not guarantee that an exchange will always be available, because stock may change.

If you would like a different size, colour or item, please contact us first.

Where an exchange is not possible, we may offer a refund in line with your legal rights and this policy, and you can place a new order for the replacement item.

12. Late or Missing Returns

If you send a return, please keep your proof of postage or collection receipt until the return has been processed.

If we do not receive the parcel and you cannot show that it was returned, we may not be able to issue a refund.

If a courier loses a parcel after you have handed it over, your proof of posting will usually be important when dealing with the courier and confirming the return.

13. Digital Products

If we sell digital content, downloads, or other digital products, your cancellation and refund rights may be different.

Where digital content is supplied immediately and you have expressly agreed to this and acknowledged that your cancellation right will be lost once supply begins, you will not usually be able to cancel after access or download starts.

If digital content is faulty, not as described, or does not meet legal standards, you may still have legal rights to a repair, replacement, price reduction or refund, depending on the circumstances.

14. Services

If we provide services, you usually have a 14-day right to cancel unless the service has been fully performed with your prior express consent and acknowledgement that the cancellation right will be lost once the service is complete.

If you ask us to begin a service during the cancellation period and then cancel, you may have to pay for the part of the service already provided, where the law allows this.

If a service is not carried out with reasonable care and skill, you may have legal rights to require repeat performance or to receive an appropriate price reduction.

15. Sale Items and Promotional Items

Discounted, sale, or promotional items are covered by the same consumer protection rules as full-price items, unless a specific legal exception applies.

A reduced price does not remove your rights if goods are faulty, misdescribed, or covered by a valid cancellation right.

However, personalised items, perishable items, and other legally excluded categories may still be non-returnable where the law allows this.

16. How Refunds Are Calculated

Refunds will be based on the amount actually paid for the returned item, including any applicable VAT.

If a deduction is allowed because the goods have been handled more than necessary, we will reduce the refund only by an amount that fairly reflects the reduced value.

If only part of an order is returned, any refund of delivery charges will be handled in line with the law and the circumstances of the order.

17. Processing Time

We aim to process returns and refunds as quickly as reasonably possible after the returned goods arrive or after we receive proof that they have been sent back.

Even where we act promptly, it may take additional time for your payment provider or bank to process the refund and show it in your account.

If you have not received your refund within a reasonable time after confirmation from us, you should contact your payment provider first and then contact us if needed.

18. Proof of Purchase

To process a return, refund or repair request, we may ask for proof of purchase.

This will usually be your order number, confirmation email, receipt, or another record showing that the item was purchased from us.

We may not be able to process a claim without enough information to identify the order.

19. Incorrect Return Address or Unauthorised Returns

Returned goods should be sent only to the return address we provide or publish for returns.

We are not responsible for returns sent to the wrong address or returned without enough information for us to identify them.

If a return arrives without order details or contact information, this may delay the refund or prevent us from processing the return until the sender is identified.

20. Complaints About Returns

If you are unhappy with how a return, refund or repair has been handled, please contact us using the contact details on the website.

We will review the matter and try to resolve it fairly and within a reasonable time.

If you are a consumer, you also keep any legal rights or remedies available to you under applicable law.

21. Contact Details

For returns, cancellations, refunds, or product issues, please contact:

• Business name: Simon Burdge Gallery

• Email: contact@simonburdge.co.uk

• Postal address: 68 Halliad Court, Barquintine Way, Cardiff CF10 4NJ

• Telephone: +44 07775930054

Please include your order number in all correspondence where possible.

22. Relationship With Our Terms and Conditions

This Return Policy should be read together with our Terms and Conditions.

If there is any conflict between this Return Policy and your mandatory legal rights under applicable consumer law, your legal rights will apply.

If there is any conflict between this Return Policy and our Terms and Conditions, the term that gives you the greater protection under applicable consumer law will apply where required by law.