Returns & Refunds Policy
Last updated: September 2026
I want you to be delighted with your artwork. Each woven piece of art is handmade and may have individual variations in colour, texture, stitching and materials. These characteristics are part of the nature of handmade textile art and do not affect your statutory consumer rights.
This policy applies to purchases made directly through my website. Your statutory rights are not affected by this policy.
1. Cancelling an online order
If you are a consumer purchasing a ready-made tapestry or wall hanging online from the UK, you generally have the legal right to cancel your order within 14 days of receiving the artwork, without giving a reason.
If you wish to cancel, please contact me at carolmatassaart@gmail.com within 14 days of receiving your order.
After notifying me that you wish to cancel, you must return the artwork within a further 14 days.
Please contact me before sending anything back so that I can provide the return address and instructions.
2. Condition of returned artwork
You may handle the artwork as reasonably necessary to establish its nature, characteristics and appearance, in much the same way that you could examine it in a shop.
Please take particular care with handmade textile pieces. The artwork should not be washed, altered, mounted, stretched, cut, displayed outdoors or otherwise used before being returned.
If the artwork has been handled beyond what is reasonably necessary to assess it and its value has been reduced as a result, I may make an appropriate deduction from your refund where permitted by law.
3. Return postage
If you cancel because you have changed your mind, you are responsible for the cost of returning the artwork to me.
For international returns, you are responsible for arranging and paying the return shipment unless the item is faulty, damaged or not as described.
I strongly recommend using a tracked and insured postal or courier service and retaining your proof of postage.
I cannot accept responsibility for an item that is lost or damaged while being returned by you.
4. Refunds
When you validly cancel an order, I will issue your refund in accordance with applicable consumer law.
For UK cancellations, this will normally be within 14 days of receiving the returned artwork, or, where applicable, within 14 days of you providing evidence that the artwork has been returned.
Your refund will normally include the cost of the standard delivery service you originally selected. If you chose a more expensive delivery service, I am only required to refund the cost of the least expensive standard delivery option available.
Refunds will normally be made using the original payment method.
5. Faulty, damaged or mis-described artwork
Your statutory rights are not affected.
If your tapestry or wall hanging arrives damaged, is faulty, is not as described, or does not meet the legal requirements applicable to your purchase, please contact me at carolmatassaart@gmail.com as soon as reasonably possible.
Please provide your order number and photographs of the artwork and packaging where appropriate.
Depending on the circumstances and your applicable statutory rights, you may be entitled to a repair, replacement, price reduction or refund.
I will not exclude or restrict any legal rights that you have as a consumer.
6. Handmade textile artwork
My tapestries are handmade works of textile art. Variations in colour, texture, weave, stitching, fabric, pattern and finish can occur between pieces and, where applicable, are visible or described in the product listing.
Such characteristics are part of the handmade nature of the artwork and are not, by themselves, considered defects.
However, handmade or one-of-a-kind artwork remains subject to applicable statutory consumer rights.
7. Bespoke and personalised commissions
The statutory 14-day cancellation right for a change of mind does not apply to goods that have been made to your specifications or have been clearly personalised for you.
This may include, for example, a tapestry or wall hanging commissioned to specific:
dimensions;
colours;
design requirements; or
other personal specifications.
I will confirm the details of a bespoke commission with you before work begins.
If a bespoke or personalised artwork is faulty, not as described, or otherwise fails to meet your applicable statutory rights, those rights remain unaffected.
8. International orders
International customers may have consumer rights under the laws of their own country in addition to, or instead of, the rights described in this policy. Nothing in this policy is intended to exclude or limit any mandatory consumer rights that apply to you under the law of your country.
Before placing an international order, please check the delivery information for your destination, including any applicable import duties, taxes or customs charges.
Unless otherwise stated at checkout, any import duties, taxes, customs charges or other charges imposed by the destination country are the responsibility of the customer.
9. International returns and customs
If an international order is returned to me, please follow the return instructions I provide and accurately complete any required customs documentation.
Where a return is being made because you have changed your mind, you are responsible for the cost of returning the artwork and any applicable costs associated with the return.
Where an artwork is faulty, damaged or not as described, please contact me before returning it so that I can advise you on the appropriate return arrangements.
10. Sale and reduced-price artwork
Sale and reduced-price artworks have the same statutory rights as full-price artworks.
A reduction in price does not remove your statutory rights.
11. Exchanges
I do not have to offer an exchange where you have exercised your statutory right to cancel an online purchase.
If you would prefer an exchange, please contact me and I will let you know whether this is possible.
12. How to request a return or cancellation
Please contact:
Carol Matassa
Email: carolmatassaart@gmail.com
Please include your order number and the name and address used when placing the order.
Nothing in this policy affects your statutory consumer rights.