Returns & Refunds Policy
About This Policy
Radical Rainbow Arts Collective ("we", "us", "our") is an online marketplace for independent artists, makers, and creators based in the United Kingdom. When you buy through Radical Rainbow Arts Collective, your purchase is fulfilled by an independent seller — but all customer service, returns, and disputes are handled directly and exclusively by us. You will not need to contact the seller yourself.
This policy tells you what you can return, what you cannot, and how to get help if something goes wrong. Nothing in this policy limits your statutory rights under UK law.
Your Statutory Rights
Your rights as a consumer are protected by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These rights apply regardless of anything in this policy.
Under UK law you have the right to:
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Return most goods bought online within 14 days of receipt for any reason, subject to the exceptions in Section 4.
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Reject faulty, damaged, or misdescribed goods and receive a full refund, repair, or replacement.
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Claim a remedy for up to 6 years where a fault that was present at the time of purchase becomes apparent
What You Can Return
You may return an eligible item within 14 days of receiving it, provided you contact us first and the item is unused, undamaged, and in its original condition. We will always accept returns where an item:
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Arrives faulty, damaged, or defective.
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Is materially different from how it was described or shown in the listing.
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Is the wrong item entirely.
In all of the above cases we will cover return postage and issue a full refund.
What Cannot Be Returned (Change of Mind)
The following items are exempt from the 14-day change-of-mind right of return under Schedule 3 of the Consumer Contracts Regulations 2013:
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Personalised items — anything customised with a name, initial, date, message, or personal detail you provided.
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Commissioned and made-to-order work — original artwork, illustrations, sculptures, prints, or craft pieces created to your specific brief.
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Items for which you approved a digital proof, design preview, or sample before production began.
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Items made using your own photographs, images, or personal content.
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Digital files and downloads, once delivered or accessed.
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Print-on-demand items produced to order that are not personalised — see Section 5 below.
We do not accept returns on personalised or commissioned items simply because you have changed your mind, or because colours look different on screen than in person. Screens vary in colour calibration. If you are unsure, please ask the seller for additional photographs or samples before ordering.
We do not accept returns on personalised or commissioned items simply because you have changed your mind, or because colours look different on screen than in person. Screens vary in colour calibration. If you are unsure, please ask for additional photographs or samples before ordering.
Exception: even personalised and commissioned items can be returned if they arrive physically damaged, do not match the agreed written specification in a material way, or fail due to a manufacturing defect within a reasonable time.
Print-on-Demand (POD) Items
Some products on our platform are print-on-demand items — produced to order by a specialist print fulfilment partner using artwork supplied by one of our sellers. These items are clearly identified on the product listing.
Change of mind
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Because POD items are produced specifically for each order, they are not eligible for return or refund for change of mind. This applies even where the item is not personalised with your details, as the item has been manufactured to order and cannot be resold.
Colour and finish variance
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Colours on POD items may vary slightly from how they appear on screen due to differences in display calibration and printing processes. Minor colour variation is not considered a defect. If you have concerns about colour accuracy, please contact us before placing your order.
Faulty or incorrect POD items
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If your POD item arrives with a manufacturing defect, print error, or damage in transit, or if it does not match the product listing in a material way, please contact us within 14 days of receipt with photographs. We will arrange a replacement or full refund at no cost to you, including return postage where required.
Delivery
POD items are dispatched separately from handmade items by the print fulfilment partner. Dispatch and delivery times are shown on the product listing and at checkout. These may differ from the delivery times for other items in your order.
Faulty or Damaged Items
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If your item arrives faulty, damaged, or not as described, contact us within 14 days. Your rights under the Consumer Rights Act 2015 are:
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Within the first 30 days: full refund (the short-term right to reject).
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30 days to 6 months: the seller must repair or replace first. If that is not possible or fails, you are entitled to a refund.
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After 6 months: you may still claim, but may need to show the fault was present at purchase.
Please have your order number and photographs of the damage ready. We will not ask you to return an item before issuing a refund where the fault is clearly shown in photographs.
Return Postage
We recommend using a tracked, signed-for service for returns where you are responsible for postage. We cannot be liable for items lost in transit on their way back. Return postage costs for change-of-mind returns are not refunded.
Reason | Who Pays | Notes |
|---|---|---|
POD item — change of mind | Not eligible for return | Produced to order — see Section 5 |
POD item — manufacturing defect or print error | We pay — label provided | Photographs required |
Faulty, damaged, or defective | We pay — label provided | Photos may be requested first |
Not as described / wrong item | We pay — label provided | Contact us before returning |
Change of mind (eligible items only) | You pay | Use a tracked service, keep proof of postage |
Personalised / commissioned — defective only | We pay — label provided | Written evidence of agreed spec required |
Returns & Refunds Policy
How to Request a Return
Please do not send anything back before contacting us. Unauthorised returns may not be accepted.
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Email us at returns@radicalrainbowarts.co.uk with your order number and reason for return.
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If the item is faulty or damaged, include clear photographs or a short video.
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We will respond within 2 business days with a decision and instructions.
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If a return is approved, we will confirm the return address and, where applicable, send you a prepaid returns label.
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Once the item is received and checked, your refund will be processed within 5 business days.
⚠️ Please do not send items back without receiving a returns authorisation from us first. The return address will be confirmed in your authorisation email, as it varies by seller.
Refunds
Refunds are issued to your original payment method. Please allow up to 5 business days for us to process the refund, and a further 3–5 business days for it to appear in your account depending on your bank or card provider.
We refund the full item price. Where a return is due to our error or a fault with the item, we also refund your original delivery charge. For change-of-mind returns, the original delivery charge is not refunded.
Clearpay
If you paid using Clearpay, your refund will be processed in accordance with Clearpay’s refund procedure. Where a full refund is issued, any outstanding instalments will be cancelled and any payments already made will be returned to you by Clearpay. Please allow additional time for Clearpay to update your account. Contact us at returns@radicalrainbowcollective.com if you need assistance.
Digital Products
Digital files and downloads are non-refundable once you have confirmed you wish to receive them and they have been delivered or accessed. Before completing your purchase of a digital product, you will be asked to confirm that you understand and accept this, and that you consent to delivery beginning immediately. By confirming, you acknowledge that you lose your 14-day right to cancel in respect of that item.
Disputes & Escalation
If you are unhappy with how your return has been handled, email returns@radicalrainbowarts.co.uk and ask for a review. We will respond within 3 business days. If we are still unable to resolve your complaint, you may contact your local Trading Standards office or refer the matter to an Alternative Dispute Resolution (ADR) scheme.
Returns & Refunds Policy
Geographic Restrictions
⚠️ We do not currently ship to the United States, Canada, or Australia. Any orders placed for delivery to these locations will be cancelled and refunded in full. This restriction is in place due to product liability insurance limitations and will be reviewed as the platform grows.
Contact
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Response time: within 2 business days
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We do not currently ship to the United States or Canada.