PanPastel Sketch & Tone Set

(Revised 10/12/2023)

We hope you love everything you order from us, but if something isn’t right, please read bellow.

The easiest way to contact us regarding a return is via email at info@heatoncooper.co.uk. We aim to get back to you as soon as possible, however some cases may require some investigation and therefore take longer.

When contacting us about your order, please include your order number. The order number is sent to you in your order confirmation email and begins with a hashtag.

Once your return is accepted, we will send you instructions on how to proceed. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return questions on 01539435280.

Exchanges / Refunds

If you have changed your mind, you can contact us within 14 days of receiving your order for a refund or exchange. If the item is faulty, please see the “Damages and issues" section.

Once you have contacted us and we have agreed to process the refund or exchange, please return the items to us. Please do not return the items until we have asked you to do so. Once a return is agreed, you have 14 days to return the goods.

Unless the items are defective or damaged, you must cover all postage costs.

Returned items must be received by us in the same condition as we sent them, unused, with tags and labels, and in its original packaging. If the items have been used or damaged, we may not be able to offer a refund or exchange.

Damages and issues

Please inspect your order upon receiving it and contact us as soon as possible if the item is defective, damaged or if you receive the wrong item. You have 30 days from the date of receiving your order to contact us by phone or email and return the item/s.

In the case of the item being defective you may receive a refund or a replacement. We will cover the return postage costs.

Exceptions / non-returnable items

We cannot accept returns from gift cards.

We cannot accept returns on customised or bespoke orders, including but not limited to framed prints and canvases with framing options and changes that you have arranged with us and aren’t a part of our standard online offering.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund has been approved. If approved, you’ll automatically be refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process the refund.