Template for review
These terms are a working draft pending legal review and the operating entity’s name and governing jurisdiction (both to be set). Not yet legally binding.
Last updated: June 2026
1. Return window
- Original works may be returned for any reason within 14 days of confirmed delivery, by opening a return request from your order.
- Items that arrive damaged, not as described, or that do not arrive are covered separately under buyer protection — open a dispute as soon as you notice the problem and within the same 14-day window.
- Outside the return window, returns are at the seller's discretion unless the work is materially not as described.
Returns interact with the fund hold described in the Commission & Payout Schedule: where a return or dispute is opened in time, the relevant funds remain held until it is resolved.
2. Condition requirements
To be accepted, a returned work must be:
- In the same condition as delivered, undamaged and unaltered, with no additional wear.
- Returned in its original packaging, or in packaging of equivalent protective standard, per the Shipping Policy.
- Accompanied by its certificate of authenticity and any included documentation.
- Fully insured and tracked in transit; an uninsured return travels at the returner's risk.
A work returned damaged, incomplete, or without its certificate may be refused or refunded only in part, reflecting the loss of value.
3. Who pays return shipping
- If you return a work simply because you changed your mind, you pay return shipping and insurance.
- If the work arrived damaged, not as described, or the wrong item was sent, the seller (or Rachel's Palette, where it is the seller of record) covers return shipping and insurance.
- Original outbound shipping is refundable only where the return results from an error or a not-as-described claim.
4. Refunds
Once a returned work is received and inspected, an approved refund is issued from the held funds to your original payment method, less any non-refundable shipping where you changed your mind. Commission is reversed in proportion to the refund. Refund timing depends on your payment provider after we issue it.
5. Non-returnable categories
Some items cannot be returned except where they arrive damaged or not as described:
- Commissioned or made-to-order works created specifically for you.
- Personalised items, including pieces customised with names, dates, or dedications.
- Made-to-order prints and print-on-demand editions produced after you ordered.
- Works expressly sold as final sale, where this is clearly stated on the listing before purchase.
The buyer protection in our Terms of Service still applies to these items if they arrive damaged, not as described, or do not arrive.