Refund policy

Original paintings

Every painting is a one-of-a-kind original, and I want you to be happy living with it.

You may return an original painting within 14 days of delivery for a refund of the purchase price.

To be eligible:

  • The painting must be in its original condition, undamaged, and in its original frame
  • It must be repacked in the original packaging, or equivalent protective packaging
  • Return shipping is arranged and paid by you, and must be insured for the full purchase price

Once the painting arrives back safely and has been inspected, your refund will be issued to the original payment method within 5–10 business days. Original shipping charges are not refunded.

Please email before sending anything back so I can confirm the return address and talk through packing. Paintings are fragile and most damage happens in transit.

Prints

Prints are made to order — each one is printed specifically for your order and nothing sits in stock. For that reason, prints cannot be returned for a change of mind, or if you decide a different size would have suited better.

Please check the size and the image carefully before ordering.

If your print arrives damaged, misprinted, or does not arrive at all, that is a different matter and I will make it right. Email within 30 days of delivery with your order number and a photo of the problem, and I will send a replacement or issue a full refund. You will not need to return the damaged print.

Damaged in transit

If anything arrives damaged, contact me within 48 hours of delivery with photographs of both the item and the packaging it came in. Photographs of the outer packaging matter — carriers require them for a claim.

Commissions

Commissioned work is made specifically for you and is not returnable. Deposits on commissions are non-refundable once work has begun.

Before starting, we will agree on subject, size, and timeline in writing, and I will share progress along the way so there are no surprises at the end.

Cancellations

Order cancellation is possible if the order has not yet shipped or, for prints, has not yet entered production. Email as soon as possible and I will cancel and refund in full if it hasn't gone out.

Refunds

Approved refunds are issued to the original payment method. Depending on your bank or card issuer, it can take a further 5–10 business days to appear on your statement.

If a refund hasn't arrived after that, check with your bank first, then contact me and I will follow it up.

How to start a return or report a problem

Email jenncandler@gmail.com with:

  • Your order number
  • What you'd like to do, and why
  • Photographs, if anything arrived damaged

I read every message myself and will normally reply within two business days.