Exchange, Returns and Refund Policy by Category

Category 1 – Business-to-Business

For all types of work under Category 1 – Services in a business-to-business relationship, we will have agreed contractual terms and conditions for the specific requirements prior to the start of the work, which are binding. The rest of this policy does not apply. Please refer to the contract we have undertaken together and follow any guidance in there.

Please contact us via our contact form if you wish to discuss further and we are not yet engaged in a conversation or contract and you would like to explore this with us.

Category 2 – Services for Individuals and Independent Groups

2a. and 2b. Wellbeing Workshops & Coaching

Workshops can be booked through our website: https://www.hargestcreative.co.uk/shop/workshops by buying a voucher; selecting any dates already advertised, where applicable; else, a mutually agreed date will be selected over email.

Coaching programmes can currently be booked via the contact form and a getting to know you session, to ensure that our services are the right fit for you, and if not, that we can signpost you to our large network of other coaches and practitioners.

We operate our workshops and coaching programmes on a small scale, and for groups to be viable we tend to need to run with at least three attendees. At most there will be seven to twelve people present, including the lead facilitator (depending on the workshop / programme).

If you find yourself unable to attend, then please email us with your name, workshop or coaching package name, session in series and date in question and we will review and return by reply within 5-7 business days.

In most cases, we are happy to reschedule to a new date once for each workshop, as long as you let us know at least 72 hours (3 days) prior to the workshop date; any further changes will be at our discretion and capacity.

• Where we are supporting individuals or groups with a series of sessions or workshops and/or the material for a workshop has already been sent (via email, or through the post), there will be a fee to cover prior sessions delivered, materials and postage (if applicable), if the individual wishes to no longer continue the programme.

• If we find that we cannot accommodate a reschedule request (i.e. no more sessions planned, or in the middle of a series of sessions) then for the first request for each workshop / package booked, we will offer a refund for that session (or a part refund for a single session in a package, where the other dates are still going/ have already gone ahead).

• For any subsequent changes on your part, it is up to our discretion whether you will forfeit your fee, only get a partial refund or a full refund.

  • Generally, we find that if numbers drop below the minimum viable to run and a venue has been booked, then we lose a non-refundable deposit, or the whole fee for the booking (usually anywhere between one month (for deposits) to two weeks to seven days (for full fees) before the event). In this case, as I hope you appreciate, we will need to recover this cost against your ticket. We do not anticipate you will ever need to pay us additional funds to recover losses as we know things can change last minute!

  • In most other circumstances (if other attendees are also able to accommodate) we can be flexible around our other work.

If we need to move a date, then we will inform you at least 24 hours before - ideally well in advance, as soon as is practicable if we know earlier; unless it is due to an emergency, or illness – which of course can be unpredictable.

In the case where we have moved the date and you find yourself unable to attend, you can reschedule or request a refund (for the single workshop, or for an individual session in a package, if the rest of the package remains as advertised). Where we are supporting individuals or groups with a series of sessions or workshops and the material has already been sent (via email, or through the post), there will be a partial fee taken off the refund to cover the materials and postage (if applicable) if the person chooses to leave the programme.

 Category 3: Bespoke, commissioned art products

3a. Bespoke, commissioned original art products

Commissions can start from as little as £50-100, and we can work to most budgets by adjusting size, urgency and complexity. We work with our clients very closely to agree what we are creating on their behalf for any commissioned pieces. We know these are special, bespoke works which we hope will hold dear memories and become a legacy for us and for you for generations to come.

Our process, usually over the phone, in person and/or via email is given below:

• With each person we work with we look to agree the budget, size, content, style, colours and themes (where applicable) together. Some people want as much detail and input as they can give, others want us to create what we want with just a theme in mind.

• We create mockups as references for the work for our clients to select their closest preference, where applicable. This is sent by email for review alongside the guidance from the above step. We only begin after we receive an initial deposit to cover our materials and we take this as a sign of trust and agreement that our vision aligns.

• Given the bespoke nature of this work, we send progress photos if you wish to have them and offer up to three revisions to the final piece to ensure it is right for you.

• You may wish to handle framing of the piece yourself or prefer we complete this (at an additional agreed budget and cost).

• The final payment will be made and then we arrange delivery in person or by courier.

Given the number of touchpoints and a hopefully thriving and developing working relationship; we anticipate there should be few issues for refund or returns.

When you receive the piece, to support us claiming back from couriers, especially in the case of damage, if needed, please take photos or videos (ideally both) of you opening your piece:

• capture the state of the delivered item boxed, unopened

• the opening of the box / piece, and

• the sides, front and back of the piece once out of it’s packaging

If there is anything at all you are concerned about, then please reply to any one of our emails within 24 hours of delivery, or use the contact form on the website, indicating your name, the name of the piece and the date of delivery.

In case of any damage to the piece please include the evidence as above and we will get back to you within 5 to 7 business days with an update and next steps.

If you open the piece, and despite all the efforts on all sides to align our vision, you do not like it; depending on how it fits within our items for general sale, we may (at our discretion):

• Accept an exchange of the work for an equivalent number of vouchers to have a redo – no vouchers will be issued until the piece has arrived back to us and we have assessed its condition.

• Offer a partial refund (removing a fee to cover our labour and time) if you are dissatisfied, and can return the piece to us in excellent, as new condition – using the original or equivalent quality packaging and an insured, tracked, delivery method, at your own cost. No refund will be issued until the piece has arrived back to us and we have assessed the condition.

• We will not accept any exchange or refund requests where there is damage to the piece or frame post-delivery and the issues are not noted within 24 hours using the above process

• Nor can we accept any exchange or refund request where the piece doesn’t align with the rest of our work for resale. We will tell you if this is likely to occur before we begin work.

3b. Pre-made original art, for which you request a tweak

We know that you can see a piece of work, but the frame, or lack of frame doesn’t work with your needs. We are happy to discuss tweaks we can make (and their cost, if required), but depending on the level of changes, and whether the art itself is affected, will determine what kind of returns, exchange or refund policy we employ.

For any changes that need to be made to the art itself (rather than framing etc.), the process in part 3a. applies. This would be done with agreement and acknowledgement that because permanent changes are being made to the artwork, this is now essentially a bespoke piece of work to your taste.

For changes to framing options:

• Additions of a frame would be agreed in line with your budget, or we can recommend several local framers if you want to do this for yourself

  • We expect payment upfront for any reframing we undertake with advisement from our framers of what is possible/probable.

  • For any framing you undertake, the price for the piece as if unframed, and the risks of framing (whether with a recommended framer or not) remain with you and the framer to resolve.

• Changes to a frame, again can be agreed in line with your budget, or we can recommend framers. If there is a problem with reframing, as long as the artwork remains undamaged:

  • If the original frame can be reused, with no damage, then we will accept a return for a refund or exchange.

  • If the original frame can no longer be reused, then we will offer a refund or exchange (partial) minus the fee to cover the framing to the original standard

3c. Reproductions (aka prints) of original work (not incl. greeting cards, see below)

Many people who buy from us choose to buy reproductions (re-prints) of our work for affordability and ease. For most of our work we can arrange bespoke prints to be made at a size to suit you; however, the maximum size is limited by the best (resolution) picture we hold of the piece.

• On the first print of any size we print, we can look to request a test print, and then agree with you to go ahead for the real thing

• All prints are sold as seen from this point on. We will work with our printers to ensure that the colours and texture match closely to the original, but there will always be slight flaws

If there are any issues with damage to the prints, please take photographs within 24 hours of delivery and report these to us. Where possible, take photographs of the outer packaging as you received it too.

• For any printing issues – streaks or lines on the prints, we will need to work with our printers to resolve. Expect an update within 5 to 7 business days.

• For any damage – scratches, indents, or warping, we may need to work with both the printers and couriers to resolve. Expect an initial update within 5 to 7 days.

In most cases we will offer a full refund, reprint or exchange, as long as sufficient evidence has been provided; and only if you are able to return the print to us in original or equivalent packaging, with tracked delivery (with appropriate insurance cover, especially for larger, higher cost prints) at your own cost.

Category 4: Original art

4a. Pre-made art products, which you choose to purchase without a tweak

We make art at Hargest Creative because we enjoy it. From paintings to paper-based line art to carved lino-cut relief prints; we often sell the works we make on to others because unfortunately, we cannot display and store all that we make.

Despite the relative (smaller) size of some of our products, because of the intricacies, uniqueness and/or complexity required to make them, and whether the pieces are framed (or not) our prices vary between styles, and size. We love to chat about our process with our customers, so if you’ve any questions, or if you want something similar but with a different style, budget, or size, please chat to us about tweaks or commissions (and check out Category 3 in this Policy).

In-person sales:

Pre-made art products such as original works (or reproductions) offered for sale in person (at any venue where we are stocked, or at a market stall, for example) are bought as seen. Frames and original pieces of work are delicate, so we usually wrap these with bubble-wrap, more eco-friendly paper wrap and acid-free paper to protect them, until they arrive at their intended location. For unframed lino-prints, we can offer envelopes to carry them safely away, or you can choose to place your purchase in your own packaging / bags. From the point of exchange – e.g. when you walk away with your purchase, these products belong to you. Unless an issue is spotted at the time of purchase, we do not replace or refund these items.

At our discretion, we may be able to come to a mutual agreement, if the product is returned to us within 48hours and no damage has occurred while in your possession – for example if the piece is too small, or too large for the place you wish to hang it, we could offer vouchers in exchange to commission a piece, or

If there is something you wish to talk to us about, please email us, or use the contact form, with your name, the name of the piece in question and the date and venue you purchased from us – ideally you will also have a receipt, please include a copy of this if so.

Online Sales:

If you are purchasing online, to protect you and us, please take photos or videos (ideally both) of you opening your piece:

• capture the state of the delivered item boxed, unopened

• the opening of the box / piece, and

• the sides, front and back of the piece once out of its packaging

If there is anything at all you are concerned about, then please contact us by email or using the website contact form within 24 hours of delivery, indicating your name, the name of the piece, your order reference, and the date of delivery.

In case of any damage to the piece please include the evidence as above and we will get back to you within 5 to 7 business days with an update and next steps. We usually have to liaise with our couriers to resolve these matters, so we will keep you informed as and when we have new information.

If you open the piece, and you do not like it in the flesh; please email or use the website form in the first instance within 24 hours of delivery to let us know. Once we’ve discussed any issues, whether we can re, when agreed, you can return the piece to us in excellent, as new condition – using the original or equivalent quality packaging and an insured, tracked, delivery method, at your own cost. We may (at our discretion):

• Accept an exchange of the work for an equivalent number of vouchers - no vouchers will be issued until the piece has arrived back to us and we have assessed its condition.

• Offer a partial refund, removing a small fee from the purchase price to cover admin costs and fees. No refund will be issued until the piece has arrived back to us and we have assessed the condition.

• We will not accept any exchange or refund requests where there is damage to the piece or frame post-delivery and the issues are not noted within 24 hours using the above process

Category 5: Greeting Cards

5a. Greeting Cards reproduced from our original works

We produce an array of greeting cards as reproductions from our original (digital and physical) works. These are some of our most popular products, priced at just a few pounds each.

We check all our stock as received from the printer, and tend to deal with any issues prior to resale.

These are sold as seen in person (directly from us, or any of our stockists), and no refunds or returns are accepted for greeting cards. In some cases, we may offer a replacement or vouchers for the same value in exchange to use within 3 months of initial purchase.  

If purchased online, we only process refunds due to damage during transport. No other reasons are usually accepted.

If we have designed a greeting card or invitation for you – please see the info under Category 3 covering bespoke work.

Please let us know by email, or on our website form within 24hours of delivery if you have any concerns at all, and we are happy to discuss.

 Complaints Process:

In the unfortunate event that you wish to make a formal complaint, then please email us at hello@hargestcreative.co.uk with COMPLAINT and your name and order number (if applicable) as the Subject.

• Please let us know the issue you have encountered; when this occurred; its impact on you and how you would recommend it is resolved.

• We will review all complaints within 3-5 business days

• We will come back to you with our findings and decision on whether to uphold your complaint, accept your resolution or present an alternative option. We will provide the reasoning for our decision to you in writing (via email).

• If we do not hear from you within 7 days from our response, or you respond to let us know the recommended solution in our response is accepted, then we will close the complaint.

• If we cannot reach an agreement then you may wish to access legal advice and then proceed further.