Returns and Cancellation Policy
EXCHANGES AND REFUNDS
Our standard exchange and refund policy for purchased items is 30 days from receipt. If you are contracting with us as a consumer online (including by email) or by phone, this exchange and refund policy does not affect your statutory rights set out below in 'YOUR RIGHT TO CANCEL'.
References to a "consumer" for these purposes means an individual acting for purposes which are wholly or mainly outside that individual's trade, business, craft or profession.
If you need to return or exchange an item, please send us an email to firstname.lastname@example.org explaining the reason for the return.
To be eligible for an exchange or refund, you must return your item unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return or exchange, we require a receipt or proof of purchase from you.
Where applicable, you will be responsible for paying shipping costs for returning your item (except where the item being returned is defective or damaged (and such damage did not occur in transit)).
The original shipping costs are non-refundable (except where you return an item because it is defective or is damaged (other than in transit). We cannot guarantee that we will receive your returned item.
If 30 days have elapsed since you received your purchase, or you are unable to provide proof of purchase, we cannot offer you a refund or exchange.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your requested exchange or refund (as applicable).
Depending on where you live, the time it may take for your exchanged item to reach you may vary.
In the event that you have requested an exchange of a purchased item and we no longer hold the same item in stock, we will inform you and process a refund for you.
If a refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment as soon as possible and within 14 days after the day we receive the returned goods, or (if earlier) the day on which you supply evidence of having sent the goods back.
SALE ITEMS (IF APPLICABLE)
Items sold at a discount cannot be refunded.
DEFECTIVE OR DAMAGED ITEMS
If you are contracting with us as a consumer, you have legal rights in relation to purchased items that are faulty or not as described.
The statutory rights in relation to faulty products apply to in store purchases, as well as online (including email) and telephone orders. For online (including email) and telephone orders, the timelines below will start from the date of delivery or collection. For in store orders, the timelines below will start from the date of purchase.
Your statutory rights as a consumer are as follows:
- Within 30 days of delivery/purchase of the product, you may exercise the right to a refund if the product purchased is not of satisfactory quality, fit for purpose or as described.
- After the 30 day period, but within six months of delivery/purchase and where the product is faulty, you are entitled to a repair or replacement. Where repair or replacement is not possible, or the repair or replacement does not resolve the fault, you are entitled to a refund.
- After six months of delivery/purchase, similar rights exist, but only if you can prove that the fault was present at the point of delivery/purchase. In addition, if repair or replacement does not resolve the fault, we may make a deduction from any refund for fair use.
If you believe you have a faulty product, please send us an email to email@example.com
For further information about your statutory rights in the UK please contact your local authority Trading Standards Department or Citizen’s Advice Bureau.
YOUR RIGHT TO CANCEL
If you are contracting with us as a consumer online (including by email) or by phone, you have the right to cancel (under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "Regulations")), all or part of your contract at any time up to 14 calendar days after the day on which you receive the goods you ordered. This right to cancel does not apply to goods purchased in store. This statutory right is separate from our exchanges and refund policy above.
Any paid delivery charge will be included in your refund once we have received all (not part) of your order to the specified address. Please note that the delivery charge refund will be to the value of standard delivery.
If you wish to cancel (or are considering cancelling) a product you have ordered from us, please be aware that statutory rights of cancellation under the Regulations do not apply to certain products and services (for example, sealed audio or sealed video recordings which have been unsealed by you or for goods which are custom-made or clearly personalised or by their nature cannot be returned or are liable to deteriorate or expire rapidly).
EXERCISING YOUR RIGHT TO CANCEL
To exercise your right of cancellation, you must inform us of your decision to cancel the contract in writing within 14 calendar days after the day on which you receive the goods ordered, by hand or post or email to White Cube Limited, 144-152 Bermondsey Street, London, SE1 3TQ or firstname.lastname@example.org.
You must take reasonable care of the goods while in your possession. You must return the goods to White Cube at your own cost, in unused and otherwise re-saleable condition. The goods must be returned to the address above by courier, if you are returning Editions or other artwork, or by registered post if you are returning publications or other items. The goods must be returned without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of the contract to us. The deadline is met if you send back any goods before the period of 14 days has expired. You will have to bear the direct cost of returning any goods to us.
Products should be returned in or with their original packaging. You are only liable for any diminished value of the goods resulting from the unnecessary handling of the goods in excess of what is necessary to establish the nature, characteristics and functioning of the goods.
We will make any refunds due to you as soon as possible. If you are exercising your right of cancellation, your refund will be made within 14 days from the day on which we receive the good(s) back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. In all other cases, your refund will be made within 14 days of you telling us you have changed your mind.
Where you have paid any duties or taxes directly to the relevant authorities on the importation of the goods you wish to return, White Cube shall have no liability in relation to any claim for a refund of such duties or taxes from the authorities or whether or not such a refund is possible.