RETURN & REFUND POLICY

Page Updated (effective date): 6 October 2026

Operated by Steven Patrick Sim t/a The Tartan Artisan®

Governing Law: Scotland | Compliance Framework: CRA 2015 & CCR 2013

1. Purpose of This Policy

This policy explains your rights to cancel, return, or receive a refund when purchasing from The Tartan Artisan® through thetartanartisan.com, tartan.love, or project domains such as TARTAN250.

We want you to be delighted with every item you receive.

2. Our Fulfilment Routes

Fulfilment route summary

Burnished Gold Editions: standard unframed Collector and Life-Size prints retain online consumer cancellation rights; a deposit or edition-number request does not automatically remove them.
Studio stock items: our additional 30-day voluntary return offer applies alongside statutory rights.
Made-to-measure kilts and genuinely custom Highland wear: the bespoke-goods cancellation exemption may apply, alongside the agreed terms and faulty-goods rights.
Specialist framed Declaration artworks: standard goods retain statutory cancellation rights; genuine bespoke work is assessed under the applicable exemption and agreed terms.
Fine-art prints via theprintspace: replacement or refund support for damage, defects, or production faults.
Contrado print-on-demand products: standard products retain statutory cancellation rights; genuinely personalised products may be exempt. Faulty-goods rights apply in either case.

Each category has slightly different return conditions, outlined below.

Framed artworks and deposits: the payment method, edition allocation, certification, packing or specialist delivery route does not by itself remove your consumer cancellation rights. Genuine personalisation or manufacture to your specifications may be treated differently where the law allows and the terms are explained before purchase.

3. Your Right to Cancel (Consumer Contracts Regulations 2013)

For standard goods purchased online as a consumer, you may cancel without giving a reason from the time the contract is made until 14 days after the day you receive the goods. Where one order contains goods delivered separately, the period normally runs from receipt of the last item.

Tell us clearly that you wish to cancel, for example by emailing enquiries@thetartanartisan.com. You may use the optional cancellation form below, but you do not have to. Send the goods back without undue delay and within 14 days after telling us.

Standard Burnished Gold Editions are covered by this right even though they are printed and prepared to order. Selecting a standard colour, format or available edition number does not, by itself, make a print clearly personalised.

Exceptions: the change-of-mind right may not apply to goods genuinely made to your specifications or clearly personalised, including made-to-measure kilts or agreed bespoke artwork, under CCR 2013 regulation 28(1)(b). A standard product is not exempt simply because it is printed after ordering. Any exception will be explained before purchase.

For digital content, loss of the cancellation right depends on the legally required express consent to supply during the cancellation period and acknowledgement that the right will be lost. Delivery of a file alone is not enough.

These exceptions do not remove your rights if goods or digital content are faulty, damaged or not as described.

4. Eligibility for Returns

For our additional voluntary return offer, items must be unused, in their original condition and packaging, returned within the applicable voluntary window, and accompanied by an order number or other proof of purchase.

These voluntary conditions do not restrict a statutory cancellation or faulty-goods claim. You may inspect goods as you reasonably would in a shop. For a statutory change-of-mind return, we may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where the legal conditions for that deduction are met.

Please protect the artwork carefully and return the certificate, supplied literature, gloves and other included items with the print. Opening the transit packaging to inspect the item does not by itself remove your cancellation right.

5. Return Windows & Procedures

Burnished Gold Editions — Standard Prints

Tell us of a statutory cancellation within the period in section 3 and send the complete package back within 14 days after that notice.
For a change-of-mind return, you pay the direct return postage where this cost was disclosed before purchase. We cover reasonable return costs for faulty or incorrect goods.
Email us for safe packing and return instructions. Do not send your unframed Burnished Gold print to a print-on-demand lab or to Aizle Framing unless we specifically arrange it.
A deposit is part-payment toward the same order. A valid statutory cancellation is handled in the same way whether you paid a deposit or the full price.

a. Studio Items (Stock Products)

Our additional voluntary return offer remains 30 days from delivery, subject to the voluntary conditions in section 4.
Buyer pays change-of-mind return postage; we cover reasonable return costs for faulty or incorrect goods.
We aim to process approved refunds within 7 days of receipt and inspection, subject always to the statutory deadlines below.

b. Made-to-Measure Kilts

Genuinely made-to-measure kilts may be exempt from statutory change-of-mind cancellation. Please contact us promptly if you need to cancel; any agreed cancellation and lawful charge must be fair and reflect the work and actual loss involved.
If a kilt is faulty or incorrectly sized because of our error, your statutory remedies remain available.
Please report a problem promptly, preferably within 7 days of delivery, to help us investigate. This is a request for prompt reporting, not a limit on your statutory rights.

c. Fine-Art Prints (theprintspace)

Standard prints and standard framing options retain applicable consumer cancellation rights unless the goods are genuinely made to your specifications or clearly personalised.
Please report damage or printing faults promptly, preferably within 7 days, with photographs of the goods and packaging where possible.
We arrange any appropriate repair, replacement or refund as the seller. You are not required to accept a replacement where the law gives you a refund or rejection right.

d. Print-on-Demand Items (Contrado Imaging Ltd)

A standard design printed to order is not automatically exempt from cancellation. Genuinely personalised goods may qualify for the bespoke-goods exemption explained before purchase.
Please report a fault promptly, preferably within 14 days, with photographs where possible. This does not shorten your statutory rights.
We will work with Contrado to arrange the appropriate statutory remedy; your contract and rights remain with The Tartan Artisan® as the seller.

e. Specialist Framed Declaration Artworks and Deposit Orders

This category includes Declaration 3D Fine Art Facsimiles, legacy framed Declaration Gold Metallic Print Editions and other framed Declaration artworks. The current unframed Burnished Gold Editions follow the separate standard-print procedure above.
For the 7th Centennial Edition, a deposit option may be £440 toward the current £1,320 price, leaving £880 of the product price before any agreed delivery charge. Your order confirmation states the actual payment terms.
A statutory cancellation of standard goods is not subject to a production, administration, edition-allocation or payment-processing fee. Paying a deposit does not remove that right.
For genuinely bespoke or personalised work where no statutory change-of-mind right applies, any agreed cancellation charge must be fair, proportionate and based on actual loss, taking account of savings and the ability to reuse or resell the goods. We will explain any proposed deduction.
If a balance remains unpaid after reasonable notice and reminders, we may cancel the order and release the reservation. We do not automatically retain the whole deposit.
The full balance and any agreed delivery charge must be paid before collection, dispatch or delivery.
Your statutory rights for faulty, damaged or misdescribed goods remain protected.

6. Return Addresses

Studio Products & Kilts:
The Tartan Artisan® Studio, 55 Lordburn, Arbroath, Angus, DD11 1JD, Scotland.
Fine-Art Prints:
Handled directly by Print Space Studios Limited (London / Düsseldorf / Los Angeles).
Contrado Products:
Processed through Contrado Imaging Ltd, London W10 5BE.

Please email enquiries@thetartanartisan.com for the correct return address and packing instructions. This helps route your return safely and does not make exercise of a statutory cancellation right dependent on our approval.

7. Refund Process

We aim to process approved refunds within 7 business days, and always within any shorter applicable legal deadline.
For a statutory cancellation of goods, we refund without undue delay and within 14 days after we receive the returned goods or evidence that you have sent them back, whichever is earlier. If the goods have not been dispatched, we refund within 14 days after your cancellation notice.
A statutory cancellation refund includes the product payments received and the cost of the least expensive standard delivery option offered for the cancelled order. If you chose a more expensive delivery service, the extra premium is not required to be refunded.
We do not deduct payment-processing, administration or restocking fees from a statutory cancellation refund. Any lawful diminished-value deduction is explained in section 4.
For a statutory faulty-goods rejection, the refund is made without undue delay and within 14 days after we agree that you are entitled to it.
Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Deposits and balance payments are included according to the amount actually received and the remedy due.
Your bank or payment provider may need additional time to display the credit; that does not extend our deadline for issuing the refund.

8. Exchanges

Where stock allows, we can offer exchanges for Studio items. Please contact us to arrange availability and return labels.

9. Damaged or Faulty Goods

If an item arrives damaged:

Retain all packaging and take photos of the damage.
Email enquiries@thetartanartisan.com promptly, preferably within 7 days of delivery. This helps a carrier investigation and does not limit your statutory rights.
We will liaise with the relevant courier or fulfilment partner to resolve the issue promptly.

We remain responsible for goods that arrive damaged, faulty or not as described and will provide the remedy required by law. A carrier investigation does not remove or postpone your consumer rights.

10. Gifts & Third-Party Purchases

If you received a product as a gift, the refund will be issued to the original purchaser.

A credit note or exchange may be offered where appropriate, but does not replace a refund that the original purchaser is legally entitled to receive unless they agree.

11. Shipping Costs for Returns

You are responsible for the cost of returning items unless the product is faulty or incorrect.
We recommend a suitably tracked and protected service and keeping proof of dispatch. Where we arrange collection or provide a return label, follow our instructions; your statutory rights and applicable return-risk rules remain protected.

12. International Returns

Describe the parcel accurately as returned goods and include the original order reference and any return documentation required by the carrier or customs authority.
Use an accurate customs value as required by the carrier and customs rules. Do not declare the goods as having no commercial value solely because they are being returned.
Any unavoidable return or import cost is considered under the applicable law and agreed return arrangements; it is not automatically deducted from a refund.

13. Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other mandatory consumer protection that applies to your purchase.

Short-Term Right to Reject: The short-term right to reject faulty goods normally lasts 30 days from the day after delivery once the other statutory conditions are met. It does not start simply when you place or pay for the order. This includes faulty or misdescribed goods, but not damage caused by your own handling.

After the initial 30 days, your rights include requesting a repair or replacement. If this is unsuccessful, you may then be entitled to a partial or full refund.

Refunds must be given without undue delay and in any event within 14 days of us agreeing that you are entitled to one. Refunds will be made using the same payment method you used originally.

Return Shipping Costs: If goods are faulty or incorrect, we cover reasonable return costs. For a change-of-mind cancellation, you pay the direct return cost where that obligation was disclosed before purchase.

Optional Cancellation Form

To: Steven Patrick Sim t/a The Tartan Artisan®, 55 Lordburn, Arbroath, Angus, DD11 1JD, Scotland; enquiries@thetartanartisan.com.

I give notice that I wish to cancel my contract for the following goods: ____________________. Order number: ____________________. Ordered on: ____________________. Received on: ____________________. Customer name: ____________________. Customer address: ____________________. Date: ____________________. Signature (only if sent on paper): ____________________.

14. Contact for Returns

Returns Department

The Tartan Artisan® Studio, 55 Lordburn, Arbroath, Angus, DD11 1JD, Scotland

✉ enquiries@thetartanartisan.com

15. Changes to This Policy

We may update this policy from time to time to reflect changes in law or operations.

The latest version will always be published on this page and dated at the top.

End of Return & Refund Policy

(This policy forms part of The Tartan Artisan® legal framework and applies to all domains including TARTAN250 and Tartan.LOVE.)