​

Effective Date: [June 23rd 2025]

At Willow Melia-Findlay Illustration, I take great care in the quality of both commissioned work and shop products. If you're not completely satisfied or if something goes wrong, please read the policy below and don’t hesitate to get in touch.

📧 Contact: willowmeliafindlay@gmail.com

1. Commissions & Custom Work

Custom illustrations, designs, and other commissioned services are non-refundable once work has begun, due to the time and creative effort involved.

Deposits:

• A deposit (usually 25%) is required to begin a project and is non-refundable if you choose to cancel after work has started.

Cancellation:

• If you cancel before any work has begun, you may be eligible for a partial refund depending on the project stage.

• If I am unable to complete a project for any reason on my end, a full or partial refund will be offered.

Revisions:

• One round of revisions is included in most projects.

• Additional revisions may be charged (typically £30 per revision), and are not grounds for a refund unless agreed in writing.

2. Shop Products (Prints & Merchandise)

I want you to be happy with your purchase. If there's an issue with your order, please get in touch within 14 days of delivery.

Eligible Refunds / Replacements:

You may request a refund or replacement if:

• Your item arrives damaged or defective

• You received the wrong item

Please provide photos of any damage or errors when contacting me.

Returns:

• To be eligible for a refund, items must be unused and returned in their original packaging (unless damaged).

• Return shipping costs are the responsibility of the customer unless the item was sent in error or damaged on arrival.

Non-Refundable Items:

• Custom or personalised items

• Digital downloads

• Change-of-mind returns (due to the small-scale nature of my shop)

3. Processing Refunds

Once your return or issue is approved, your refund will be processed to your original payment method. Please allow 5–10 working days for it to appear, depending on your bank or payment provider.

4. Questions or Concerns?

If you're unsure whether you're eligible for a refund or if something’s not right, please contact me directly:

📧 willowmeliafindlay@gmail.com

I'm here to help and want to make sure you’re happy with your experience.