Refund policy
RETURNS & REFUNDS POLICY
We operate on a first-come, first-served basis for limited releases and artwork drops. Any attempts to purchase outside of the scheduled release time, including through bots, scripts, automated purchasing methods or other means of circumventing the normal purchasing process, may result in the order being cancelled.
ORIGINAL ARTWORKS
Due to the unique and original nature of each artwork, please carefully review all photographs, dimensions and descriptions before placing your order.
Once an original artwork has been dispatched, changes or cancellations cannot be made.
Every original artwork is carefully inspected and securely packaged before dispatch. If your artwork arrives damaged, please contact us as soon as possible after delivery with your order number and clear photographs of both the damage and the packaging.
We will review the issue and work with you to provide an appropriate resolution.
Please note that original artworks are handmade and may contain natural variations, textures and imperfections that form part of the artwork. These characteristics are not considered faults.
PRINTS
Limited edition and open edition prints are reproductions of original Isaac Caton artworks.
While every effort is made to accurately reproduce the colours, detail and appearance of the original artwork, prints may differ slightly from how they appear on screen due to differences in displays, lighting and the printing process.
Unless specifically stated in the product description, prints are flat reproductions and will not contain the physical texture, brushwork or raised surfaces of the original artwork. Returns cannot be accepted solely on the basis that a print does not have the same physical texture as the original.
Once an order has been dispatched, unfortunately no changes or cancellations can be made.
If your print arrives damaged or defective, please contact us with your order number and clear photographs of the print and packaging. Once the damage has been verified, we will arrange a replacement or other appropriate resolution at no additional cost where applicable.
MERCHANDISE
Unworn and unused merchandise may be returned within 14 days of delivery, subject to any applicable consumer rights.
Items must be returned in their original condition, with any original tags and packaging included. Customers are responsible for return shipping costs unless the item received was incorrect, damaged or defective.
Any import taxes, customs duties or other charges paid in connection with an international order are generally not refundable by Isaac Caton.
Once your return has been received and inspected, we will notify you of its approval or rejection. Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.
We reserve the right to reject returns made outside the applicable return period or where items have been worn, used, damaged after delivery or are otherwise not returned in their original condition, subject to your statutory rights.
Many Isaac Caton products are produced in limited quantities. As a result, we cannot guarantee that an item will still be available to repurchase after it has been returned.
EXCHANGES
Due to the limited quantities of artworks, prints and merchandise produced, we do not generally offer direct exchanges.
Where eligible, you may return an item in accordance with this Returns & Refunds Policy and place a new order for your preferred item, subject to availability.
This does not affect your statutory rights where an item is faulty, damaged or not as described.
DAMAGED OR INCORRECT ORDERS
Please inspect your order as soon as it arrives.
If your order is damaged, defective or you have received the wrong item, contact us as soon as possible with:
- Your order number
- A description of the issue
- Clear photographs of the item
- Photographs of the packaging where relevant
We will review the issue and arrange an appropriate solution.
INTERNATIONAL ORDERS
Customers ordering outside the United Kingdom may be responsible for customs duties, import taxes, VAT and other charges imposed by their destination country.
These charges are outside of our control and are the responsibility of the customer unless otherwise stated during checkout.
CONTACT
To initiate a return or report a damaged order, please contact Isaac Caton customer service.
Please use the following subject line:
RETURN #ORDERNUMBER
Include your order number, details of your request and photographs where relevant to help us process your enquiry as quickly as possible.
We aim to respond to customer enquiries within 24–48 hours.
Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights you may have under applicable consumer law.