Refund policy

Version 1.1 · Last updated 14 September 2026

We want every work to arrive as it should. If it doesn't, here is how we put it right. Nothing in this policy limits your legal rights as a consumer.

1. If your work arrives damaged or with a print fault

If anything arrives damaged, send a photo within 7 days of delivery and it is reprinted at no cost. Nothing needs to be sent back. This does not affect your statutory rights.

Email hello@leomartelli.com with your order number and a few photos: the work itself, the outside of the box, the inside packaging and the shipping label. We will print and ship a replacement at no cost, carrying the same edition number, or refund you in full if you prefer. Asking for photos within 7 days helps us claim from our carrier; it does not shorten your rights under the Consumer Rights Act 2015, which include the right to reject faulty goods within 30 days of delivery, or, if you live outside the UK, the legal guarantee of your own country (at least 2 years in the EU).

A note on the frame: the plexiglass ships with a thin protective film that can look slightly tinted or marked. Peel it off before you judge the glazing; if marks remain, treat them as damage under this section. Small differences in tone between screen and print are normal in fine art printing and are not treated as a fault.

If you live in Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The replacement described above is in addition to those rights, costs you nothing to claim, and is claimed by emailing hello@leomartelli.com (Leo Martelli Ltd, 82a James Carter Road, Bury St. Edmunds, IP28 7DE, United Kingdom).

2. If your order has not arrived

If the tracking shows no movement for several days after the estimated delivery date, let us know. We will investigate with the carrier and send a replacement or refund you. If the tracking shows delivered but nothing has reached you, email hello@leomartelli.com as soon as you can, ideally within 7 days, so that we can check with the carrier and put it right. If your order has not arrived within 30 days of ordering, or within the estimated delivery time for your destination if that is longer, you may cancel it for a full refund.

3. If the address you gave us was incomplete or incorrect

Parcels that cannot be delivered because the address given at checkout was incomplete or incorrect are returned to the production facility, where they cannot be recovered or resent. Because the cost of making, sending and returning the work has then been lost through the address error, we do not refund the price or send a replacement free of charge; you are welcome to place a new order at any time. Please check your address carefully at checkout. It can be changed free of charge within 24 hours of ordering. If you believe the address you gave was correct, tell us and we will check the carrier's records. Nothing in this section affects your statutory rights.

4. Changing your mind

You have the right to cancel your order for any reason at any time from the moment you place it until 14 days after the day you (or someone you nominate) receive it. To cancel, email hello@leomartelli.com with a clear statement that you wish to cancel, or use the cancellation form. If you cancel within 24 hours of ordering, we stop the order before production and refund you in full. After that the work is still made and sent; if you have already cancelled, refuse the delivery or send it back when it arrives (see below), and if you cancelled before it was dispatched we will not deduct the cost of the return carriage.

If you cancel after receiving your work, please send it back within 14 days of telling us (or, if it had not arrived when you told us, within 14 days of receiving it), to:
Leo Martelli Ltd, F31 Legacy Building, 1 Viaduct Gardens, London SW11 7EL, United Kingdom

The work should be unused, unhung and in its original condition, in the original box or equivalent protective packaging. We recommend a tracked, insured service. You are responsible for the direct cost of returning it (as a guide, a tracked, insured return costs up to about £30 within the UK, £100 from elsewhere in Europe and £250 from the rest of the world). We may make a deduction from the refund if the value of the work has been reduced by handling beyond what is needed to look at it, for example if it has been hung or marked.

If you are returning a work from outside the UK, you are also responsible for the customs formalities and any charges on the return. Please declare it as returned goods with the price you paid. Any import duties or taxes you paid in your own country are not refunded by us; you may be able to reclaim them from your customs authority.

We will refund everything you paid, including any delivery charge, to your original payment method. We do this no later than 14 days after we receive the work back, or after you send us proof that you have returned it, whichever is earlier.

5. Parcels refused or not collected

If you refuse a parcel, or do not collect it after the carrier has left a delivery notice, and it is returned to us or to our production partner, we treat this as a cancellation and refund you, less the direct cost of the return carriage: currently £20 for UK addresses and, for other countries, the carrier's actual return charge, estimated at a maximum of approximately £60. We deduct nothing if the parcel was refused because it was visibly damaged, if you had already cancelled before we dispatched it, or if the carrier did not attempt delivery or leave a notice. Import duties, taxes or handling fees charged by your country are not part of our price and are not refunded by us.

6. Edition numbers

Your number is recorded against your order and, where the production facility can print it, on a card packed with your work; you can ask us for your number at any time. A replacement for a damaged work carries the same number, and the damaged copy no longer forms part of the edition. If an order is cancelled or a work is returned to us, its number is released and may be allocated to a later buyer, so that the edition never exceeds 250.

Questions? hello@leomartelli.com. We reply within 1 working day.