Refund policy

Turnaround time around eight to ten weeks from payment, unless otherwise agreed via messages/email. During this time amendments/additions can be requested, however this may impact on the agreed completion time (you will be made aware of this). For all jacket orders a mock up will be sent to you prior to painting your jacket. This is your last chance to make any changes. If a complete design change is requested a charge of £8 will apply for any additional mock ups.

As each item is completely bespoke and personalised, refunds cannot be made.

Notification period for cancellations is 14 working days from payment. After this time your cancellation cannot be accepted.

If you have chosen to pay a deposit to secure your booking, the final balance is due six weeks before any agreed completion date. Paintedlovecustoms cannot be held responsible for delays caused by late payment  of invoices, and your completion date will be amended to six weeks from the date of final payment.

The deposit amount is non-refundable in the event of client cancellation.

Changes to orders cannot be made in the last 10 days prior to agreed completion date. Any changes made within this time will be charged an hourly rate as follows:

£15 an hour

Denim and leather jackets:

Leather and denim jackets should be sent in a clean and reasonable condition. Painted Love Customs reserves the right to return any jacket failing to meet these requirements and refund the order total minus return shipping costs incurred.

The inks used to complete jackets are permanent, waterproof inks which should withstand light wear and rain exposure, however care should be taken around any painted design area when wet and as with any printed/painted item jackets should be stored away from direct sunlight and excessive heat.

Sign-writing Services:

Sign-writing is charged still £16 an hour in addition to any travel/accommodation costs incurred as a result of travelling to any venue to complete sign-writing.

A quote estimate will be provided prior to attendance of which 50% will need to be paid in advance. The remaining balance will be paid by the client on completion of the work with an amended amount if necessary if extra time is needed to complete the project.

Special Events:

For events and workshops a standard hourly rate of £16.80 is chargeable.

Travel and accommodation costs will need to be covered by the client/event organiser and 50% of the total fee (combined travel, accommodation, total calculated hourly fee) is payable prior to the even to secure booking and to cover any advance payments made by paintedlovecustoms in order to attend the event.

The 50% payment is non refundable in the event of cancellation by the client/event organiser, and any further costs incurred to paintedlovecustoms in the event of cancellation will need to be covered by the client/event organiser (for example materials costs, stall costs, hire of items recommended by the client).

In the unlikely event Paintedlovecustoms is unable to attend any pre organised event (for example due to personal/health reasons), the 50% pre paid amount will be repaid to the client within 14 days of confirmed cancellation/non-appearance (whichever occurs first).

A copy of insurance details and certificate of public liability insurance is available on request.

A photo of your product may be used for promotional marketing materials (for example social media posts/Website listing photos), if you would like to opt out of this please message direct. This is in accordance with our privacy policy. A copy of the privacy policy is available on request or at www.paintedlovecustoms.com

Damages and issues
Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
Cancellations cannot be accepted after 14 days of payment. This is due to the time needed to complete each order and materials purchased in advance. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.