Last updated: 24 October 2026
This page explains what to do if you change your mind about an order from lanaswan.com, or if something is wrong with it.
Changed your mind
You can cancel an online order for a painting or a print within 14 days of the day you receive it, without giving a reason.
- Email info@lanaswan.com with your name, your order number and a clear statement that you want to cancel.
- We reply with the return address.
- Send the item back within 14 days of telling us. Pack it as carefully as it was sent to you. For an original painting we recommend a tracked and insured service.
You pay the cost of sending the item back, unless it is damaged, faulty or not as described.
Your refund
- We refund the price and the standard delivery charge you paid.
- The refund is made within 14 days of receiving the item back, or of receiving proof that you have sent it, whichever comes first.
- We use the same payment method you used to pay.
- If the item has been damaged or its value reduced by handling beyond what you would do in a shop, we may reduce the refund.
Damaged, faulty or not as described
Please email us as soon as you can, ideally within 48 hours of delivery, with photos of the item and the packaging, and keep the box. We pay the return postage. Within 30 days of delivery you can reject the item for a full refund, including delivery. After that, as an original painting cannot be replaced, we will offer a professional repair if it can be done well, or a refund. Your rights under the Consumer Rights Act 2015 are not affected.
Exceptions
- Commissions and personalised items made to your own specification cannot be returned on a change of mind once work has started, unless they are faulty.
- Exhibition places can be cancelled within 14 days of paying. If your works are already on display, we refund the fee minus a fair amount for the days already shown. See the Exhibition Terms.
- The SWAN Book review fee is paid only after the review is finished and you have accepted your grade, so it is not refundable on a change of mind.
- Products bought on other platforms, such as Fine Art America, Redbubble, Contrado, Saatchi Art or Artmajeur, are returned under that platform’s own policy.
The full rules are in our Terms and Conditions of Sale, which include a model cancellation form.