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Refund & Returns Policy

​Last Updated: 1st march 2025
 
Introduction

At Masters Of, we take great pride in the quality and craftsmanship of each sculpture we create. This Refund & Return Policy outlines your rights and our procedures for returns, exchanges, and refunds in accordance with UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.
 

1. Your Legal Rights
1.1 Right to Cancel (Cooling-off Period)

When purchasing from our website:

  • You have the right to cancel your order within 14 days from the day you receive your goods ("cooling-off period") without giving a reason

  • To exercise this right, you must inform us of your decision to cancel through a clear statement (e.g., email)

  • You then have an additional 14 days from the date you notify us to return the item
     

1.2 Exceptions to the Right to Cancel

The cooling-off period does not apply to:

  • Custom-made or personalised sculptures created to your specifications

  • Products sealed for health protection or hygiene reasons if unsealed after delivery

  • Items that, by their nature, become inseparably mixed with other items after delivery
     

2. Returns Process
2.1 Exercising Your Right to Cancel

To exercise your right to cancel during the cooling-off period:

  1. Email us at [your email] clearly stating your desire to cancel and including your order number

  2. We will confirm receipt of your cancellation request and provide return instructions

  3. Return the item to us within 14 days of notifying us of cancellation
     

2.2 Costs of Returning Items

When returning an item:

  • If you are returning within the cooling-off period, you are responsible for the direct cost of returning the item

  • If the return is due to a defect or damage, we will reimburse reasonable return shipping costs

  • We recommend using a tracked shipping service as proof of return
     

2.3 Return Condition Requirements

All returned items should be:

  • In their original condition

  • Properly packaged to prevent damage

  • Accompanied by all original packaging materials, certificates, and documentation
     

3. Refunds
3.1 Refund Timeline

  • For returns within the cooling-off period: we will process your refund within 14 days from either the day we receive the goods back or evidence that you have sent them back

  • For faulty or damaged items: we will process your refund within 14 days of confirming the issue
     

3.2 Refund Method

Refunds will be issued using the same payment method you used for the original purchase, unless otherwise agreed.
 

3.3 Refund Amount

  • For returns within the cooling-off period: full payment including standard delivery costs (but not premium or expedited delivery upgrades)

  • For damaged or defective items: full refund including all delivery costs

  • We may make a deduction from the refund if the value of the goods has been reduced by handling beyond what is necessary to establish nature, characteristics, and functioning
     

4. Faulty or Damaged Products
4.1 Your Rights for Faulty Products

Under the Consumer Rights Act 2015, products must be:

  • Of satisfactory quality

  • Fit for purpose

  • As described

If your product fails to meet these criteria, you are entitled to:

  • Reject goods and request a full refund within 30 days of receipt

  • Request a repair or replacement after 30 days

  • Request a price reduction or final right to reject if repair or replacement isn't possible or fails
     

4.2 Reporting Damage or Defects

If your item arrives damaged or develops a defect:

  • Contact us within 30 days of receiving the product

  • Provide photographs showing the damage or defect

  • Keep all original packaging until the matter is resolved
     

5. Limited Edition Items

For limited edition sculptures (particularly Heritage and Masterworks Series):

  • Your statutory rights remain unchanged

  • In cases where an exact replacement is not available due to the limited nature of the edition, we will offer either a refund or an alternative item of equivalent value at your choice
     

6. Custom Commissions

For bespoke commissioned works:

  • The cooling-off period does not apply once production has commenced, as these are custom-made to your specifications

  • However, you maintain rights regarding quality and fitness for purpose under the Consumer Rights Act

  • Deposits paid for custom work are non-refundable once production has begun unless the commission fails to meet the agreed specifications
     

7. Product Quality Guarantee

Beyond your statutory rights, we offer a 30-day quality guarantee against manufacturing defects for all our products.
 

8. Contact Information

If you have any questions about our Refund & Return Policy or wish to exercise your rights, please contact us:

9. Online Dispute Resolution

If you are based in the European Union, you can access the Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/.
 

10. Changes to This Policy

We reserve the right to modify this policy. Changes will be effective when posted on the website, but will not affect purchases made prior to the change date.

This policy does not affect your statutory rights.

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