Returns Policy
Last updated: 5 September 2026
This Returns Policy explains the cancellation, return, replacement and refund arrangements for purchases from LucasAbstract, trading as GalleryThane.
Nothing in this policy limits or excludes any statutory rights that you have under applicable consumer law.
1. Damaged, Faulty, Incorrect or Lost Orders
If your order arrives damaged, is faulty, is materially different from what you ordered, or does not arrive, please contact us as soon as reasonably possible.
Where an item has been damaged or lost in transit, we will normally arrange a replacement at no additional cost where a replacement is reasonably available. Where an appropriate replacement cannot be supplied, we will provide the refund or other remedy to which you are entitled.
If an item arrives damaged, please retain the item and its packaging and send us photographs of the damage and packaging where reasonably possible. This assists us in dealing with the carrier, but it does not remove any statutory rights you may have.
If we have supplied the wrong item, please contact us before returning it so that we can arrange the appropriate remedy.
2. Your Statutory Rights for Faulty Goods
Goods supplied by GalleryThane must meet the standards required by UK consumer law, including being as described, of satisfactory quality and fit for any particular purpose made known to us where the law requires.
If goods do not meet those requirements, you may have statutory rights to reject them, obtain a refund, or require a repair or replacement depending on the circumstances and when the problem becomes apparent.
For qualifying consumer purchases, the Consumer Rights Act 2015 normally provides a short-term right to reject faulty goods within 30 days. After that period, other statutory remedies such as repair or replacement, and in appropriate circumstances a price reduction or final right to reject, may apply.
These rights apply irrespective of whether an item is otherwise excluded from a change-of-mind cancellation right because it was made to your specifications or personalised.
3. Change-of-Mind Cancellation for Eligible Online Orders
If you are purchasing as a consumer and your order is eligible for the statutory distance-selling cancellation right, you may cancel without giving a reason.
You must tell us that you wish to cancel within 14 days after you receive the goods.
After telling us that you wish to cancel, you normally have a further 14 days in which to return the goods.
You may tell us that you wish to cancel by email, through our contact facilities, or by using the cancellation form provided on our website. You do not have to use the form provided that you make a clear statement that you wish to cancel the contract.
4. Goods Made to Your Specifications or Clearly Personalised
The statutory change-of-mind cancellation right does not apply to goods that are made to the consumer's specifications or clearly personalised.
This exemption may apply, for example, where GalleryThane produces an item specifically to an individual customer's bespoke measurements, specifications or personalisation rather than supplying a standard product.
Where an order falls within this statutory exemption, it cannot normally be cancelled or returned merely because you change your mind after the contract has been made.
We will identify applicable bespoke, personalised or made-to-specification arrangements as clearly as reasonably possible before purchase.
This exemption does not affect your statutory rights if the goods are faulty, damaged, not as described or otherwise fail to conform to the contract.
5. Prints, Frames and Product Options
GalleryThane offers artwork in a range of print materials, sizes, borders, mounts, frames and other options. Whether a particular order falls within the statutory made-to-specification exemption depends on the nature of that individual order and the applicable law.
We therefore do not treat every GalleryThane purchase as automatically exempt from cancellation merely because the customer has selected from the product options offered on the website.
Where a genuinely bespoke or clearly personalised element means the statutory cancellation exemption applies, this does not affect the customer's rights in relation to defects, damage, incorrect supply or misdescription.
6. Custom Artwork, Proofs and Special Commissions
Orders produced to individual specifications that are not part of our ordinary standard offering, personalised products, individually commissioned products, and products made following a customer-approved custom proof may fall within the made-to-specification or personalised-goods exemption.
If you are uncertain whether a proposed special order will have a change-of-mind cancellation right, please contact us before placing the order.
7. Returning an Eligible Cancelled Order
Please contact us before sending a return so that we can identify the order and provide the appropriate return information.
Unless we have agreed to collect the goods or applicable law requires us to bear the cost, the customer is responsible for the direct cost of returning goods following a change-of-mind cancellation.
Goods should be packaged securely so that they are adequately protected in transit.
Where reasonably possible, we recommend using the original protective packaging, particularly for prints, framed works and other items susceptible to transit damage. However, the absence of original packaging does not by itself remove a statutory cancellation right.
We recommend obtaining proof of postage or another form of evidence that the return has been sent.
8. Handling Returned Goods
You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly as you would be able to inspect them in a physical shop.
If goods have been handled beyond what is reasonably necessary for that purpose and their value has consequently been reduced, we may make a deduction from the refund for that diminished value where the law permits us to do so.
We will not refuse an otherwise valid statutory cancellation simply because an item has been removed from its packaging for reasonable inspection.
9. Refunds Following an Eligible Cancellation
Where you validly exercise a statutory cancellation right, we will refund the payments that the law requires us to refund.
This normally includes:
- the price paid for the eligible returned goods; and
- the cost of our least expensive standard outbound delivery option where you paid an outbound delivery charge.
If you chose a more expensive delivery service than our least expensive standard delivery option, we are not required to refund the additional premium above the standard delivery cost.
Where permitted by law, we may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.
We will make the refund within the applicable statutory time limit, normally no later than 14 days after the relevant return or evidence of return has been received.
Refunds will normally be made using the same payment method used for the original transaction unless another method has been expressly agreed.
10. Return Costs for Faulty, Damaged or Incorrect Goods
The change-of-mind return-cost provisions above do not mean that a customer must bear return costs where applicable consumer law requires GalleryThane to bear them, for example where goods are faulty, damaged on arrival, incorrect or otherwise fail to conform to the contract.
Please contact us before returning such goods so that we can provide appropriate instructions.
11. Refused Deliveries and Incorrect Addresses
Please check the delivery address carefully when placing your order.
If an order cannot be delivered because an incorrect or incomplete address was supplied, or if a delivery is refused without exercising an applicable statutory cancellation or other legal right, we may recover reasonable additional carrier, redelivery or return costs from any amount otherwise refundable where the law permits.
This does not affect any statutory rights that apply where the goods themselves are faulty, damaged, incorrect or otherwise non-conforming.
12. International Orders
Return rights and procedures for customers outside the United Kingdom may also be affected by mandatory consumer laws in the customer's country or region.
Customs duties, import taxes and charges imposed by governments, customs authorities or third-party carriers are not necessarily charges collected by GalleryThane and their refund treatment can depend on the relevant authority and applicable law.
Where an international shipment is refused or returned, any actual non-refundable customs, carrier or return charges may be taken into account only to the extent permitted by applicable law.
13. Business Purchases
The statutory consumer cancellation rights described in this policy apply to qualifying purchases made by consumers. Different rules may apply where goods are purchased wholly or mainly for business purposes.
14. How to Cancel or Request a Return
To cancel an eligible order, request a return, or report damaged, faulty, incorrect or missing goods, please contact:
LucasAbstract, trading as GalleryThane
15 Campion Way
Bingham, Nottinghamshire
NG13 8TR
United Kingdom
Email: jameslucasart@gmail.com
Please include your name, order number and sufficient information for us to identify the order and understand what you are requesting.
15. Cancellation Form
Where you have a statutory right to cancel, you may use the cancellation form available on GalleryThane. Use of the form is optional; you may instead contact us with any other clear statement that you wish to cancel.
16. Statutory Rights
This Returns Policy is intended to explain our procedures clearly and does not replace or restrict rights provided by applicable consumer law.
If there is any conflict between this policy and a mandatory statutory consumer right, the statutory right will apply.