Returns & Refunds

Every Golden Spirit piece is made to order. That shapes what we can and cannot offer, so here is exactly where you stand.

Cancellation Window

You may cancel or change your order within 48 hours of purchase for a full refund, no questions asked.

After 48 hours, materials have been committed and production has begun, and we can no longer cancel or refund. If you need to change something, contact us immediately and we will tell you honestly whether it is still possible.

Damage in Transit

If your piece arrives damaged, contact us within 7 days of delivery with your order number and clear photographs of the damage.

Depending on what has happened we will arrange a repair, a replacement part, a full replacement, or a refund. If the frame or the acrylic glazing is damaged but the artwork itself is intact, we will ship a replacement frame with instructions - usually faster than returning the whole piece.

If We Got It Wrong

If the piece you received differs significantly from what was agreed, or we made an error in fulfilling a custom request, that is on us. Contact us within 7 days and we will correct it at our cost.

What We Cannot Accept

Because each piece is made to order, we cannot accept returns for:

  • A change of mind after production has begun
  • Custom or personalised work made to your specification
  • Minor variation in finish, texture, or shading - hand-applied gold varies slightly by nature, and this is a characteristic of the work rather than a defect

Refund Processing

Approved refunds go back to the original payment method within 10 business days of approval, or of our receiving and inspecting a returned item. Your bank may take additional time to post it. If you have not seen a refund after 15 business days, contact us.

Original shipping charges are not refundable except where the fault is ours.

European Union

The 14-day cooling-off period under EU consumer law does not apply to goods made to a consumer's specification or clearly personalised. Our 48-hour cancellation window applies instead, and is offered voluntarily.

Contact

For any return, damage report, or cancellation, email info@goldenspirit.art with your order number.