Delivery and Returns
Terms and Conditions
Delivery
Orders will be delivered by DX, Parcelforce or Fedex on a 1-2 day delivery service.
Prices are be based on volumetric weights determined by each parcel dimension.
Parcel Delivery - Next Day Delivery Service - Mainland UK Only (*Some Postcode Exclusions Apply) - Excludes Scottish Highlands
Prices begin from £16.00 inc VAT
3-5 Day National Private Courier Service - 2 Person Delivery - Time Slot - Collected Weekly - Mainland UK Only
Prices begin from £65.00 inc VAT
London Private Courier Service - Organised Weekly - Same Day Delivery Service
Prices begin from £55.00 inc VAT
Order Collection
Free
International deliveries
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All shipments from the UK to the EU are treated as imports.
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UK VAT is not charged (exports are zero-rated).
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Import VAT applies to all goods. Orders over €150 may also attract customs duties.
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For large or commercial orders, please contact us directly.
Returns and Refunds
Artist Surfaces Bespoke Product Returns & Refunds Policy (UK)
Last updated: 17/10/2025
This Returns & Refunds Policy applies to all purchases made via www.artistsurfaces.co.uk by customers in the United Kingdom.
All products fabricated by Artist Surfaces Ltd are custom made, bespoke, or produced to your individual specifications. Each piece is manufactured to order according to your chosen dimensions, substrate, coating, and finish.
1. No Automatic Right to Cancel or Return for Change of Mind
Because every item we produce is bespoke and made to order, the usual 14-day “cooling-off” right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply.
Once fabrication has begun, your order cannot be cancelled, modified, or refunded for reasons of change of mind, incorrect sizing, or specification errors.
Please check all measurements, finishes, and details carefully before confirming your order.
2. Faulty, Damaged, or Misdescribed Goods
Your statutory rights under the Consumer Rights Act 2015 remain fully protected.
If your bespoke item arrives -
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faulty or defective,
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damaged in transit, or
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not as described or not produced to the agreed specification, you are entitled to a remedy.
We will, at our discretion, offer one of the following -
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a repair or re-fabrication of the affected item(s);
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a replacement; or
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a refund (partial or full, depending on circumstances).
You must notify us in writing within 48 hours of delivery if you believe an item is faulty, damaged, or incorrect. Please include -
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your order number,
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clear photographs of the issue and packaging, and
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a description of the fault or discrepancy.
Reports made after 48 hours may limit the remedies available, as we must file any carrier or materials claims promptly.
3. Returns Procedure for Faulty or Incorrect Items
If we agree that a return is necessary -
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Contact returns@artistsurfaces.co.uk within 48 hours of delivery.
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We will issue a Returns Authorisation (RA) and return instructions.
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Pack the goods securely to avoid further damage in transit.
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Once received and inspected, we will confirm the agreed remedy (repair, replacement, or refund). We will cover return shipping costs for approved faulty, damaged, or misdescribed items.
4. Restocking Fee for Material and Labour Costs
If you request to cancel after fabrication has begun, or if materials have been cut, coated, primed, or otherwise prepared, we reserve the right to apply a restocking or material recovery fee.
This fee reflects the proportion of materials, labour, and preparation already committed to your bespoke order.
Typical deductions range from 25% to 75% of the order value, depending on the stage of production and whether materials can be reused.
We will always confirm any applicable deduction in writing before issuing a refund.
5. Refund Processing
Where a refund is approved:
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Refunds will be issued to the original payment method.
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We aim to process refunds within 14 days of agreement or receipt of returned goods.
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Any material or restocking deductions will be clearly itemised.
6. Packaging & Delivery Issues
If your delivery arrives visibly damaged, please sign the courier’s note as “damaged” and photograph the packaging and product immediately.
All issues or claims for transit damage must be reported to returns@artistsurfaces.co.uk within 48 hours of delivery.
Claims made after this period may not be accepted, as courier investigations and insurance claims require prompt notice.
7. General Notes
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This policy does not affect your statutory rights under UK consumer law.
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Any disputes will be governed by UK law and subject to the jurisdiction of the English courts.
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We may update this policy periodically; the latest version will always appear on our website.
Artist Surfaces Tolerenace Policy
Artist Surfaces fabricate panels to within +-3mm tolerance of all specified painting panel dimensions with the exception of the Circle Combi Panels. Each aluminium subframe is bent by a specialist bending machine which is handcrafted by the technician to create the circle. As such each circle will have a construction tolerance of +/-4mm. Subframes may require two box sections to be welded together which can cause minor shape deviations.
Damaged or Defective Goods
Notification must be made within 48 hours from accepting delivery of any defects in materials or workmanship. We will supply like for like replacements if we are notified within this period. However, the product must be unused. If the product has been used, we are unable to offer like for like replacement or refund. We aim to supply you with goods that are fit for their purpose and of satisfactory quality in relation to the descriptions given. It is the users responsibility to ensure the goods purchased are suitable to their requirements. We can only offer advice on the information given at the time of sale.
Wood is a natural material and when exposed to adverse conditions or unstable environments is liable to compromise both the construction and material properties. We cannot guarantee that wood will never warp. We can only advise which woods are more warp resistant, or have anti warp properties. Wood will always contain slight natural imperfections although we strive to keep these to a minimum.
As all painting panels are made by hand, any sizes given are approximate. We work to a tolerance of +/-3mm either side of a stated size. Any variations in size will not be considered a defect.
We aim to replace any defective item within 7 - 15 working days after return. You must notify us within 48 hours of any damaged or missing items. If we are unable for any reason to offer replacement goods we shall collect the item and provide you with a full refund. This does not affect your statutory rights.
All goods must be checked by customer upon delivery for shortages or damage. Any goods not signed for as damaged/signed for in good condition will be replaced, however the customer will be responsible for the return of the goods to us and the subsequent charge for redelivery.
Our liability is confined to the value of the goods only. If a painting panel has been used by you it will be defined as an artwork. We accept no responsibility for any artworks, framing or other costs incurred from any defective product. If used wholly or in part for business purposes we shall not be liable to you for any business loss including loss of profits (direct or indirect), business data, revenue, goodwill, or incidental or consequential loss that you may suffer as a result of the purchase of goods from us.
We will be unable to amend or repair by hand any painting panels that are defined as artworks or have been used. Any painting panels that are defined as artworks or defined as used goods cannot be refunded or exchanged.
Important
You have a right, as a consumer, to cancel the contract and receive a refund, provided that the goods are complete, with all packaging intact and in an unused and resalable condition.
Your desire to cancel must be received an email within 48 hours starting on the day the goods are delivered to you. We will refund the total amount of money paid by you for the goods, less any costs to collect the goods if required, within 30 days starting with the day on which we receive the notice of cancellation in writing from you. Please note that once you have notified us of the desire to cancel the contract you have a legal requirement to take good care of the goods. Refunds will only be paid in full if the goods return in the condition that they were delivered and unused. Any used goods will be unable for refund.
All Prices and information are correct on this website. If any information is found to be incorrect we will contact you before making any changes to the products or pricing.
Artist Surfaces Terms and Conditions Policy
The following terms and conditions do not affect any other rights granted by law. They do not affect your statutory rights as a consumer. UK law is the applicable law
Ordering from Artist Surfaces
By ordering from us you are entering into a contract to employ our services for the manufacture of a bespoke Painting Panel, and to buy the subsequent goods. Only upon payment in full can we fabricate an order. Payment for other goods constitutes a contract to buy.
By entering into a contract to buy you are also allowing us to use your personal details for the purpose of supplying goods (including passing your details onto couriers or other subcontractors). We will not use your details for other purposes without asking for your consent, and you may ask for your details to be removed from our database by emailing us at info@artistsurfaces.co.uk.
Delivery Schedule
All Painting Panels are made to order. We aim to despatch all painting panel orders within 7 – 15 working days of receiving payment, and all other goods within 3 working days, however please allow up to 15 working days for delivery. Depending upon each specific order, a schedule may be outside and beyond the 7-15 working days. In such an event, we shall inform you of the intended schedule before placing the order or during fabrication.
If goods are not received within 35 working days of expected delivery you have a right to cancel the contract and to have any monies paid refunded, except where notification has been given of extended schedules.
Approximate day of delivery can be agreed when ordering. Day of delivery is not guaranteed; however, we aim to notify you in advance if delivery is delayed. Large orders or special items may take longer to fabricate, and orders may be delivered in several consignments.
Deliveries arrive any time within the working day, and if you are not home to collect the parcel you need to provide alternative arrangements at the time of ordering, as you may be charged for redelivery if the goods are returned to us. Redelivery will be attempted twice before the goods are returned to us.
Storing Plywood Painting Panels
Here are some points to consider as precautions when working with Birch Plywood Painting Panels:
It is advisable to store, hang or work upon your panels in an environment -
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From from damp.
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Away from any direct heat source.
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Away from any direct sunlight.
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In a stable environment with a constant temperature that does not change significantly.
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It is advisable to NOT store painting panels leaning against walls. Store flat and raised from the floor evenly.
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Do not wrap painting in bubble wrap or plastic foam as a long term packaging solution.
What to do if my Painting Panels Warp
Our Wooden Painting Panels, STUDIO Wooden Painting Panels, Combi Painting Panels, Aluminium Panels and Aluwood Panels are all warp free.
If your Painting Panels have warped as a result of incorrect storage, we advise the following process to rectify the issue.
Moisten the area where warping is a problem. Using heavy clamps, secure the wood by clamping in the opposite direction to the warping. Leave clamped for a day.
This may solve any problems with warping; however, warping can sometimes be difficult to reverse and may take several attempts or a longer clamping period.
*Please remember that wood is a natural material and when exposed to adverse conditions or unstable environments is liable to compromise both the construction and material properties.
ECONOMY Panels
ECONOMY Painting Panels may have imperfection or marks. Panels are sanded to a 120 grit finish and are unfilled. Aluminium used in our ECONOMY Panels are unsanded and may have imperfections.