Refund Policy

Last updated: 8 September 2026

We want you to be happy with your purchase from PalettePro. This Refund Policy explains your rights if you change your mind, receive a faulty or damaged product, or receive an incorrect item.

Nothing in this policy affects your statutory consumer rights.

1. Change-of-mind returns

If you are a UK consumer buying from us online, you will normally have the legal right to cancel your order within 14 days after the day you receive your goods, without giving a reason.

If your order is delivered in separate shipments, the cancellation period normally begins when you receive the final item.

To exercise your right to cancel, you must tell us before the 14-day cancellation period expires.

Please contact:

admin@shopmichaeljamessmith.com

Please include your name and order number where possible.

Once you have told us that you wish to cancel, you must normally return the goods to us within a further 14 days.

2. Returning unwanted goods

Unless we agree otherwise, you are responsible for the cost of returning goods when you have simply changed your mind.

Please contact us before sending anything back so that we can provide the correct return address and return instructions.

You are responsible for taking reasonable care of the goods while they are in your possession and for packing them securely for the return journey.

You may examine and handle a product in the same way that you reasonably would in a shop.

If you handle a product beyond what is necessary to establish its nature, characteristics and functioning, and its value is reduced as a result, we may make a reasonable deduction from your refund to reflect that diminished value where the law permits us to do so.

Goods do not have to be completely unused or in their original packaging simply for a statutory cancellation right to apply. However, we recommend returning products in their original packaging where reasonably possible, particularly where this helps protect them from damage in transit.

3. Refunds following cancellation

When you validly exercise your statutory right to cancel, we will refund:

• the price you paid for the goods; and

• the cost of our standard delivery option, where you paid for delivery.

If you selected a more expensive or enhanced delivery service, we are not required to refund the additional amount above the cost of our standard delivery service.

Refunds will normally be made using the same payment method that you originally used.

We will make the refund within 14 days after we receive the returned goods, or within 14 days after you provide satisfactory evidence that you have returned them, where applicable.

We may withhold the refund until we have received the goods back or you have supplied evidence that they have been returned.

We do not charge a restocking fee simply because you exercise a statutory cancellation right.

We do not deduct card, PayPal, bank or other payment-processing charges simply because you exercise a statutory cancellation right.

4. Products excluded from change-of-mind cancellation

The legal right to cancel does not apply to certain categories of goods.

This may include products that have been:

• made to your individual specifications;

• clearly personalised for you; or

• otherwise excluded from cancellation rights under applicable consumer law.

A product is not automatically excluded simply because it is produced or printed after you place your order.

For example, a standard limited-edition print produced to our normal specification after an order is received will not necessarily be considered personalised or bespoke.

Where a product is genuinely personalised or made to specifications chosen specifically by you, we will make this clear where reasonably possible before you purchase it.

These exclusions relate only to change-of-mind cancellation rights. They do not remove your rights if a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

5. Faulty, damaged or incorrect goods

Goods supplied to UK consumers must be:

• of satisfactory quality;

• fit for their intended purpose; and

• as described.

If you receive an item that is faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible at:

admin@shopmichaeljamessmith.com

Please provide your order number and details of the problem. Photographs may be helpful, particularly for products damaged in transit, although requesting photographs does not remove any statutory rights you may have.

Depending on the circumstances and applicable consumer law, you may be entitled to a refund, repair or replacement.

Where we are legally responsible for faulty, damaged or incorrect goods, we will meet reasonable return costs where required.

6. The 30-day right to reject faulty goods

Under UK consumer law, consumers will generally have a short-term right to reject faulty goods within 30 days of receiving them.

Where this right applies, you may be entitled to reject the goods and receive a refund.

After this initial period, you may have further rights to a repair or replacement and, in certain circumstances, a price reduction or refund.

Your rights do not simply end 30 days after delivery.

7. Items damaged in transit

If your order appears to have been damaged during delivery, please contact us as soon as reasonably possible.

Where possible, please retain the product and packaging while we investigate the issue and send us photographs showing:

• the damaged product;

• the outer packaging;

• any damage to the parcel; and

• the shipping label where relevant.

This information can help us make a claim against the delivery company.

Any request for photographs or prompt notification is intended to help us investigate the delivery and does not remove your statutory consumer rights.

8. Incorrect or missing items

If we have sent you an incorrect product or something is missing from your order, please contact:

admin@shopmichaeljamessmith.com

Please provide your order number and details of the missing or incorrect item.

We will investigate the issue and, where appropriate, arrange a replacement, refund or other suitable solution at no additional cost to you.

9. Sale and discounted items

Products bought in a sale or with a promotional discount have the same statutory rights as products purchased at full price.

A discounted price does not affect your rights if an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.

10. Exchanges

If you would like to exchange an unwanted product for a different product, please contact us.

Where there is no legal obligation to provide an exchange, exchanges are offered at our discretion and may depend upon stock availability.

You may be responsible for return postage and the delivery cost of the replacement product where the original product is not faulty.

Your statutory rights are not affected.

11. Cancelling an order before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

admin@shopmichaeljamessmith.com

If we are able to stop the order before dispatch, we will cancel it and arrange the appropriate refund.

Where you have a statutory right to cancel, we will not deduct bank, card, PayPal or other payment-processing fees from your refund simply because you cancelled.

If your order has already been dispatched, you may still be able to exercise your normal cancellation and return rights described above.

12. Original paintings and limited-edition prints

Original paintings and limited-edition prints must be carefully packaged when returned because of their value and vulnerability to damage.

Please contact us before returning an original artwork or limited-edition print so that we can provide appropriate return instructions.

Limited-edition prints that are produced to our normal published specification after an order is placed are not automatically treated as personalised goods merely because they are made to order.

However, artwork or prints that have been specifically personalised or made to individual specifications requested by you may fall within the legal exemption for personalised or bespoke goods.

This does not affect your rights where an artwork or print is faulty, damaged, incorrect or not as described.

13. International customers

If you are purchasing from outside the United Kingdom, consumer protection rules in your country may give you additional mandatory rights.

Nothing in this policy is intended to exclude or restrict any consumer right that applicable law says cannot be excluded or restricted.

Please contact us if you need to arrange an international return before sending the goods.

Any customs documentation required for returned international goods must be completed accurately.

14. Proof of purchase

We may ask for reasonable proof that the goods were purchased from PalettePro.

Your order confirmation, order number, receipt or other appropriate evidence of purchase may be used for this purpose.

15. Return address

Please contact us before sending a return so that we can confirm the appropriate return address and instructions for your particular order.

Our contact details are:

PalettePro Ltd
The Old Bakehouse
Fullbridge
Maldon
Essex
United Kingdom
CM9 4LE

Email: admin@shopmichaeljamessmith.com

16. Your statutory rights

This Refund Policy is in addition to your statutory rights and does not replace them.

Nothing in this policy limits or excludes any rights or remedies available to consumers under applicable law.