Notification of a problem is required within 7 days and the item needs to reach us within 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Always inspect any received package thoroughly before accepting / signing for it.
You must make a note of any damage on the delivery record. If you do not the couriers will argue that the shipment was delivered in good condition. In order for them to consider a claim for damage, the contents, original shipping carton and packing must be available for inspection.
If the package appears to have suffered shipping damage:
- notify us immediately (within 7 days for a claim to be recognised)
- promptly contact the shipping company for a damage inspection report
- photograph the damage
- keep the original shipping carton and packaging
To be eligible for a return, your item must be unused and in the same condition that you received it. Where possible it should be sent back in the original packaging or packaged to an equal level of protection. It may not be possible to offer a refund or replacement for any goods, which are further damaged during return transit.
N.B. Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once we have received and inspected the carefully returned item, we will notify you of the approval or rejection of your refund claim. Note if you are returning an item which did not meet your expectations it must be returned in a re-saleable condition to qualify for a refund, please handle with care.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us by email.
Sale items (if applicable)
We only accept returns for sale items where any damage or defect is in addition to any issues pointed out in the sale description.
Exchanges (if applicable)
We only exchange items if they arrived defective or damaged. If due to damage you need to exchange it for the same item, send us an email and send your item to: Aquila Art Limited, Rossal, The Ross, Comrie, Crieff, Perthshire PH6 2JU United Kingdom.
To return a damaged or defective product, you should mail your product to: Aquila Art Limited, Rossal, The Ross, Comrie, Crieff, Perthshire PH6 2JU United Kingdom
You will be responsible for the cost of return shipping, but if we approve a refund or replacement for a damaged item, the cost of return shipping will be reembursed. Please enclose a receipt for the cost of postage.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.