Lotti Brown Designs

-- Pet Art & Custom Pet Portraits - Wildlife & Bird Art - Floral Art --

Returns Policy


I understand that from time to time you may wish to return a product to us.

I have created this policy to enable you to return products to me in appropriate circumstances.

This policy shall apply to all customers, irrespective of their geographical location.

This policy shall apply to all orders submitted through my website.

This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).


If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to me and receive a refund in accordance with this policy if:

(a)      I receive the returned product within 14 days following the date of delivery;

(b)      the returned product is unused, and otherwise in a condition enabling me to sell the product as new;

(c)      you comply with the procedure set out in this policy in relation to the return of the product; and

(d)      none of the exclusions set out in this policy apply (see Exclusions section below).

Returns procedure

In order to take advantage of your rights under this policy, you must contact me to obtain a return authorisation number, and then send the product to me at the address I give you and with a covering note quoting that return authorisation number. You can contact me using the cancellation form at the bottom of this page, through my usual website contact form, in writing or by email to the addresses given at the end of this policy.

Products returned under this policy must be sent by Royal Mail Signed For delivery to the address I give you when you contact me.

You will be responsible for paying postage costs associated with returns under this policy.


The following kinds of products may not be returned under this policy:

(a)      any product made to your specification;

(b)      any product made to order;

(c)      any product personalised or adapted for you;

(d)      gift vouchers.


I will give you a refund for the price you paid to me in respect of any product properly returned by you in accordance with this policy.

Your refund will include the costs of delivery to you, except if you chose a kind of delivery costing more than the least expensive kind of delivery that I offer, I reserve the right to retain the difference in cost between the kind of delivery you chose and the least expensive kind of delivery that I offer.

I will not refund to you any costs you incur in returning the product to us.

I will usually refund any money received from you using the same method originally used by you to pay for your purchase.

I will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

Improper returns

If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)      I will not refund the purchase price or exchange the product;

(b)      I may retain the returned product until you pay to me such additional amount as I may charge for re-delivery of the returned product; and

(c)      if I do not receive payment of such additional amount within 14 days of issuing a request for payment, I may destroy or otherwise dispose of the returned product in my sole discretion without any liability to you.

Our details

This website is owned and operated by Charlotte Brown

You can contact me by writing to Charlotte Brown, Lotti Brown Designs, Apt. 808, Chynoweth House, Trevissome Park, Truro, TR4 8UN, by using our website contact form, or by email to lotti@lottibrowndesigns.com.