Last updated: 3 April 2026

At elluse.co.uk, I provide a bespoke, personal service. Because each piece of artwork is tailored to your specific size and material requirements, my returns policy differs from standard “off-the-shelf” retailers.

1. Bespoke & Custom-Made Goods

Under the Consumer Contracts Regulations 2013, items made to a customer’s specifications are exempt from the right to cancel.

  • Production: Once you have confirmed your order and paid via the Stripe link, production begins specifically for you.
  • Change of Mind: I cannot offer refunds or exchanges for a “change of mind” regarding size, style, or colour once the artwork has been commissioned.
  • Digital Screen Accuracy: Please note that while every effort is made to accurately display my work, slight variations in colour may occur between your digital screen and the final physical print or canvas.

2. Damaged or Faulty Items

I take great pride in the quality of my work. As a professional artist insured via the Creative Media & Technology Insurance Agency (CMTIA), I guarantee all work meets professional standards.

  • Damage in Transit: Please inspect your package immediately. If the artwork arrives damaged, you must contact me at helen@elluse.co.uk within 24 hours with photos of the damage and the packaging.
  • Faulty Goods: If the item is faulty or not as described, your statutory rights under the Consumer Rights Act 2015 apply, entitling you to a repair, replacement, or full refund within 30 days.

3. Postage & Returns (MBE)

I use Mail Boxes Etc. (MBE) for professional packing and secure shipping. For all authorised returns:

  • Return Costs: Unless the item is faulty, you are responsible for the cost of returning the goods.
  • Professional Packaging: Items must be returned in their original professional packaging. If this is unavailable, the item must be repacked to the same professional standard (as provided by MBE) to ensure it is not damaged in transit.

Return Address:
Helen Jones (Elumin)
113 School Rd, Stretford, Manchester, M32 8DL.

4. Processing Refunds

Approved refunds will be issued back to your original payment method via Stripe within 14 days of me receiving the returned item in its original, undamaged condition.