Returns & refunds

We want you to love your piece.

If you have a question or something isn’t right, please get in touch. Email art@primrosegallery.co.uk or call 01832 730022, ideally with your order number.

Changing your mind about an online purchase

For eligible goods ordered online or by phone, tell us you wish to cancel within 14 days after delivery. You then have a further 14 days to send the goods back. You do not need to give a reason. Sale items have the same cancellation rights as full-price items.

You may inspect the piece as you would in a shop. Please handle it carefully and pack it securely for the return. We may reduce a refund for loss in value caused by handling beyond what is necessary to check the item’s nature, characteristics and functioning.

You pay the direct return cost for a change-of-mind return where we told you this before purchase. Tracked delivery and suitable insurance are recommended. Contact us if you need packing advice.

Your refund

For a qualifying cancellation of the whole order, we refund the goods and the standard outbound delivery charge you paid. Any extra paid for a premium delivery service is not refundable. We process the refund within 14 days of receiving the goods back or evidence that you have sent them back, whichever is earlier, using your original payment method unless agreed otherwise.

Bespoke & personalised orders

The change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, such as genuinely bespoke framing or a commissioned piece. A standard stocked artwork is not excluded simply because it is handmade or already framed. Your rights if goods are faulty, damaged or not as described still apply.

Damage, faults or an incorrect item

Please contact us and we’ll help arrange the appropriate return, refund, repair or replacement under your consumer rights. We cover the reasonable return cost where goods are faulty, damaged on arrival or sent incorrectly.

Photographs of the piece and packaging can help us resolve delivery damage. Please keep the packaging where possible, and avoid handling broken glass or sharp fragments. Reporting damage promptly helps us investigate; it does not remove your statutory rights if you discover a problem later.

Where to return a piece

Primrose Gallery, 26 High Street, Thrapston, Kettering, Northamptonshire, NN14 4JH. Contact us for practical return arrangements, particularly for fragile or large pieces. You do not need our permission to exercise a legal cancellation right.

Purchases made in the gallery

The automatic change-of-mind cancellation right for distance sales does not apply to purchases made in person. Please ask us before buying about any additional arrangements. Your rights where goods are faulty or not as described still apply.

Optional cancellation notice

You can email or write to us with a clear statement that you wish to cancel. Include your name, address, order number or description of the goods, order or delivery date, and the date of your notice. A signature is only needed if you use a paper notice.