The simple version
Start every return through eBay.
Open your eBay Purchase History, select the order and choose the appropriate return or problem-reporting option. Please do not send an item back without an authorised return, as the eBay process supplies the correct return details and preserves tracking and buyer protection.
Changing your mind
For goods covered by UK distance-selling cancellation rights, you may tell us that you wish to cancel within 14 days after receiving the item. You then have a further 14 days to return it. You do not need to give a reason.
Faulty, damaged or not as described
If an item arrives damaged, is faulty or does not match its listing, choose that reason when opening the eBay request and add clear photographs where possible. We will provide the remedy required by eBay’s process and UK consumer law.
Do not handle a damaged frame with bare hands or continue using it. Keep loose magnetic pieces away from children and pets.
Personalised or genuinely custom-made pieces
The statutory change-of-mind cancellation right may not apply to an item made to your specifications or clearly personalised for you. Your rights where a custom item is faulty, damaged or not as described are unaffected.
Condition of returned items and refunds
Please return the artwork, frame, protected card, case, accessories and supplied packaging together where applicable. Refunds are made to the original payment method through eBay.
Your statutory rights
This policy sits alongside the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 and any other mandatory rights that apply to your purchase. eBay’s tools do not replace or reduce your legal rights against Adelaide Collective.