Returns & Refunds Policy
Bristol Plein Air Painters
Last updated: 20 October 2026
1. Overview
Bristol Plein Air Painters is a community-led group supporting local artists through painting sessions, exhibitions and opportunities to sell their work.
Our online shop features original artwork and other products created by participating artists.
We aim to make purchasing artwork straightforward and transparent, while protecting the rights of both customers and artists.
This policy explains how cancellations, returns and refunds are handled.
Your statutory consumer rights are not affected.
Helena Traill runs the Bristol Plein Air Painters.
2. Online purchases and cancellations
For eligible artwork purchased online, customers normally have the right to cancel their order within 14 days of receiving it, without giving a reason.
To cancel, please contact us within this period at:
Once you have notified us of your cancellation, you have a further 14 days to return the artwork.
Returned items should be securely packaged and in a condition consistent with reasonable inspection and handling.
We may make a deduction from the refund where the artwork has lost value due to handling beyond what would reasonably be permitted in a shop.
3. Original artwork and commissioned work
Original paintings and other unique artworks purchased through our online shop are generally covered by the cancellation rights described above.
However, artwork made specifically to a customer’s personal requirements, such as a personalised commission, may be exempt from the standard 14-day cancellation right.
Where an exemption applies, this will be explained before purchase.
This does not affect your rights if an artwork is faulty, damaged or not as described.
4. Damaged or incorrect artwork
We take care to ensure artwork is accurately described and appropriately packaged.
If your order arrives damaged, faulty or materially different from its description, please contact us as soon as possible.
Where possible, include:
- Your order number.
- A description of the problem.
- Photographs of the artwork and packaging, where relevant.
We will review the issue and arrange an appropriate resolution in accordance with your statutory rights.
5. Returning artwork
Before returning artwork, please contact us at enquiries@helenatraill.co.uk so that we can provide the appropriate return address and instructions.
As works may be supplied by different participating artists, the return address may vary.
Customers are normally responsible for return postage when cancelling an eligible purchase because they have changed their mind, provided this was explained before purchase.
Where an item is faulty, damaged or incorrect, we will meet our legal obligations regarding reasonable return costs.
We recommend using an appropriately insured and tracked delivery service for valuable artwork.
6. Refunds
Once returned artwork has been received, we will process any refund due in accordance with applicable consumer law.
For eligible cancellations, refunds will normally be made within 14 days of receiving the returned artwork or receiving satisfactory evidence that it has been sent back, whichever is earlier.
Refunds will be made using the original payment method unless otherwise agreed.
Where required by law, the refund will include the original standard delivery charge. Additional costs for premium delivery options may not be refundable.
7. Artwork collection
Some artworks may be available for collection from exhibitions, participating artists or an agreed collection point.
Collection arrangements will be communicated when purchasing or organising the collection.
Where statutory cancellation rights apply, they remain applicable to eligible online purchases even if the artwork is collected in person.
8. Exhibition sales
Artwork may also be available to purchase directly at Bristol Plein Air Painters exhibitions.
Consumer cancellation rights may differ for purchases made in person and those made online.
Customers purchasing at an exhibition should confirm any applicable return arrangements before completing their purchase.
Nothing in this policy limits statutory rights relating to faulty or misdescribed goods.
9. Sales by participating artists
Bristol Plein Air Painters supports participating artists by providing exhibition and online sales opportunities.
A 15% administration fee may be deducted from artwork sales in accordance with our exhibition terms and agreements with participating artists.
This administration fee is an arrangement between the artist and exhibition organiser and does not reduce any refund owed to a customer under applicable consumer law.
10. Contact
For questions about purchases, returns, refunds or artwork collection, please contact:
Bristol Plein Air Painters
enquiries@helenatraill.co.uk
https://bristolpleinairpainters.com
Please include your order number where applicable.