Refund policy

Last updated: 22 June 2026

Each portrait bust is made specifically from the submitted likeness and the customer’s agreed requests. This policy explains when an order can be cancelled and what happens if a piece arrives damaged or does not match the agreed order.

Before payment

Submitting a video does not create an obligation to purchase.

The request may be withdrawn at any time before payment, without charge.

After payment

Once payment has been received, work on the personalised commission may begin.

Because every bust is made to the customer’s specifications and from the submitted likeness, the statutory 14-day right of withdrawal does not apply.

If cancellation is requested immediately after payment and work has not yet begun, please contact van Rossum Sculptures as soon as possible. Where cancellation is still possible, the payment will be refunded.

Once work has begun, the order cannot be cancelled or refunded because of a change of mind.

Approved digital model

Where the optional refinement and model-review service has been selected, the customer is responsible for reviewing the digital model carefully.

Once the model has been approved and work on the physical piece has begun, further changes may require additional payment and may extend the completion time.

Personalised details

The following do not create a right to return or refund where they correspond with the agreed order:

  • Natural variations in the wood

  • Small differences in grain, tone or finish

  • Characteristics of the layered construction

  • Minor differences between the digital model and finished sculpture

  • The artistic interpretation of the submitted likeness

Damage during delivery

Please inspect the sculpture and packaging upon delivery.

Transport damage should be reported as soon as reasonably possible, preferably within 48 hours, by emailing:

tbd.

Please include:

  • The order details

  • A description of the damage

  • Clear photographs of the sculpture

  • Photographs of the outer and inner packaging

Keep all packaging until the issue has been resolved, as the carrier may need to inspect it.

Defects or incorrect orders

If the sculpture is defective, damaged or materially different from what was agreed, van Rossum Sculptures will assess the issue and provide an appropriate solution.

Depending on the circumstances, this may include:

  • Repair

  • Replacement

  • Remaking the affected part or sculpture

  • A partial refund

  • A full refund

This policy does not limit any statutory consumer rights.

Returning a sculpture

Do not return a sculpture without first contacting van Rossum Sculptures.

If a return is required because the sculpture is defective, damaged or incorrect, return instructions and shipping arrangements will be provided.

Unauthorised returns may not be accepted.

Refunds

Approved refunds are made through the original payment method where possible.

Processing times may vary depending on the payment provider or bank.

Contact

Questions about cancellation, damage, defects or refunds can be sent to:

tbd.