Returns

What is your returns policy?

Here at Pernell Martin Photography, we want you to fall in love with your new work of art and recognize that this may take some time which is why we offer a 14-day compatibility period for all pieces bought here via our online marketplace, subject to the exclusions outlined below. This means you have 14 days from receiving your artwork(s) to return your artwork.

What artworks can’t I return?

Unfortunately, we can’t accept returns for the following:

– Commissioned artworks
– Artworks made or printed to order
– Bespoke requests (such as framing)
– Artworks that have been damaged after delivery

Please note we will accept returns for commissioned or bespoke artworks if they are damaged on arrival at your delivery address.

I would like to return my artwork(s). What do I do now?

Sometimes you just need to send something back and that’s no problem. To return your artwork(s), follow the steps below:

1. Log in to your account and select the order you would like to return. If you do not have an account, please email help@pernellmartin.com, quoting your order number and reason for return.
2. Click ‘Return order’ and select the artwork(s) you would like to return. Please note, your return request must be submitted within 14 days of receiving your order.
3. Provide a reason for the return and submit your request. 
4.  Once your request has been approved, we’ll liaise with you to accept the return. Please note you will need access to a printer to print the returns paperwork.
5. All artworks must be returned in the same condition in which they arrived, and must be carefully packed and returned in their original packaging. No exceptions.
6. Once your order has been safely received, we will process your return and refund the credit or debit card which you used to pay.

When will I know you have received my return?

We aim to process your refund no later than 30 days after we have received the artwork(s). We will contact you if there are any issues with your return.

How long will it take for my refund to come through?

Once we have accepted your return, we will process your refund and you will be notified via email. Please allow 5 – 10 working days for the refund to appear on your statement. Please note that this may take longer depending on the policy of the bank that issued your card.

What if my artwork arrives damaged or is damaged in transit?

Unfortunately, accidents can happen, so if an artwork is damaged on arrival at your delivery address, please follow the steps as outlined above and we will be in touch to request images of the damage for insurance purposes so we can investigate the issue further.

Will I be reimbursed for shipping when I return my artwork?

If your artwork arrives damaged, later than 30 days after placing your order (without prior notice and / or agreement) or you have received the wrong piece, we will reimburse you for the shipping costs.

If you are returning your artwork for any other reason, we do not reimburse shipping costs.

What if I have other questions about requesting a return?

If you have any questions about our returns policy, please feel free to contact our friendly customer service team on help@pernellmartin.com.

Please note, this returns policy is only applicable to orders placed and completed through the Pernell Martin Photography website (www.pernellmartin.com) and does not apply to any purchases made outside of this website or directly through a gallery.

*We reserve the right to withdraw or change this policy at any time.