Refund Policy

A legal disclaimer

Refund Policy

Effective from 6th June 2025

At Onist Art Supplies Ltd, we want you to be happy with your purchase. If you’re not satisfied, you may be eligible for a refund under the terms outlined below.

Eligibility for Refunds

You are entitled to request a refund if:

You cancel your order within the 14-day cooling-off period (as per the UK Consumer Contracts Regulations);
The product is faulty, damaged in transit, or not as described;
You return the item in accordance with our Returns Policy.

Refunds are not available if:

The item is returned outside the cooling-off period without prior approval;
The product is used, damaged after delivery, or no longer in a resaleable condition (unless faulty);
The item was made to order or customised (unless faulty).

Cooling-Off Period Refunds

If you cancel within the 14-day cooling-off period:

Notify us in writing (email is fine) within 14 calendar days of receiving the goods.
Return the product within the next 14 days at your own cost.
A full refund will be issued for the product(s), including the standard delivery fee (if applicable).

Note: Upgraded or expedited delivery charges are non-refundable.

Faulty or Incorrect Items

If your item arrives damaged, defective, or not as ordered:

Contact us within 48 hours of delivery at steve@onist.co.uk with details and photos.
We will offer a replacement, exchange, or full refund, including return postage where applicable.

How Refunds Are Issued

Refunds are processed via the original payment method.
You’ll receive confirmation once the refund has been issued.
Funds usually appear within 5–10 working days, depending on your bank.

Contact for Refunds

For all refund enquiries, contact:
steve@onist.co.uk

Include your full name, order number, and reason for the refund request. We aim to respond within 2 working days.