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RETURNS

Overview

Joe Hodway is committed to your complete satisfaction with his work. We offer a 30 day return and refund policy. If you are in any way dissatisfied with the artwork you receive, you will need to notify us by email at: moc.yawdoheoj@eoj within 14 days of delivery to activate your return. You will then need to send the item back to us within 30 days of it being delivered to you. Full details of the procedures and options available to you are detailed below. If we receive your returned artwork after 30 days from the date your purchase was delivered to you, we don’t offer a full refund or exchange, and restorations will be charged for, so please act as soon as you can. We really are committed to your satisfaction, so we will work with you to try and find a satisfactory solution.

As you are no doubt aware, many of Joe Hodway’s works deliberately appear distressed and/or repaired. In many instances the media he uses are reclaimed, and will carry corresponding marks characteristic of their previous lives. These qualities are an integral part of the work and are not damage or defects.

Joe Hodway will refund you, restore your work of art, or exchange it for one of an equivalent value if:

  • You decide within 14 days that you no longer want the artwork you have received.
  • Your artwork arrives damaged.
  • Your artwork is not:
    • a digital or downloadable piece.
    • a bespoke or commissioned piece (unless it has been damaged before it is delivered to you).

Return address

Unless otherwise specified in your return acknowledgement email, all returns should be sent to:

Joe Hodway
38 Allison Close,
London,
SE10 8AZ,
United Kingdom

Return process (click to expand)

Joe Hodway wants you to be completely happy with your work of art. If you decide the artwork is not for you, you can return it within 30 days.

  1. To be eligible for a return and refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  2. You must email us at moc.yawdoheoj@eoj to notify us of your decision to return the artwork within 14 days of it being delivered to you.
  3. We must receive the artwork no later than 30 days of the date it was delivered to you. 
  4. You will have to pay the cost of return shipping, and related insurance. 
  5. Please read your courier’s terms and conditions carefully, as not all carriers insure works of art, or items over specific values. Joe Hodway recommends Aardvark Art Services for affordable and professional artwork transport and insurance within the United Kingdom: https://www.aardvarkartservices.com/
  6. If we receive the artwork in a damaged condition we will not be able to refund you, however you should be able to recover the value of the work of art from your shipping insurance. 
  7. You may choose whether you would like the 10% charity donation to be returned to you, instead of going to the charity. Please specify in your refund request if you would like it returned to you. If you do not, the value will be deducted from the refund amount, and sent to the charity. 
Damage refund process (click to expand)
  1. You must email us at moc.yawdoheoj@eoj to notify us of your request for a refund within 14 days of the work of art being delivered to you.
  2. If the work is damaged when you received it, you must send us clear photo and/or video evidence of the damage to the packaging, and the work of art. This must be sent with your return request, and may be shared with the courier to verify.
  3. If the work is damaged, we may require you to return the work of art to us for inspection. If that is the case, we must receive the returned work of art within 30 days of it being delivered to you.
  4. If a return is required, the work of art must be received by us in the condition it was delivered to you. 
  5. The work of art must be received by us in its original packaging, or packaging that offers an appropriate level of protection. 
  6. If we require the artwork to be returned to us, we will arrange collection and return shipping, or liaise with you to facilitate it. 
  7. Once your return is received and inspected, we will send you an email to notify you that we have received your returned work of art. We will also notify you of the approval or rejection of your refund.
  8. If the refund is approved, it will be processed within 14 days of us receiving the returned work of art, and a credit will automatically be applied to your credit card or original method of payment. 
Damage repair/restoration process (click to expand)

You chose this piece because you love it. In some instances Joe Hodway may be able to repair and restore a work that has been damaged back to exhibition standard. In this case, repairs and restorations are considered an extension of the art production process, and should not negatively impact the value of the work of art – unless undertaken by an unauthorised conservator, or one other than the artist. 

  1. If the work is damaged when you received it, you must email us at moc.yawdoheoj@eoj to notify us of your request for a repair or refund within 14 days of the work of art being delivered to you.
  2. You must send us clear photo and/or video evidence of the damage to the packaging, and the work of art. This must be sent with your repair request. 
  3. If judged repairable, we will require you to return the work of art to us. If that is the case, we must receive the returned work of art within 30 days of it being delivered to you. Please note that this is a provisional assessment which may be revised once Joe Hodway receives the work of art. 
  4. The work of art must be received by us in the condition it was delivered to you. 
  5. The work of art must be received in its original packaging, or packaging that offers an appropriate level of protection. 
  6. If we require the artwork to be returned to us, we will arrange collection and return shipping, or liaise with you to facilitate it. 
  7. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and notify you of the approval or rejection of your repair/refund request.
  8. We will also notify you if a repair is possible, and the time frame for it. If the work is unrepairable or liable to become substantially different when repaired you may be offered a discount, refund or exchange instead. 
  9. If the refund is approved, it will be processed within 14 days of us receiving the returned work of art, and a credit will automatically be applied to your credit card or original method of payment.
  10. If the work has been damaged after you have received it, or while in your care, the same procedure applies, with the following differences:
    • The stated time limitations for you to contact us and ship the work will not apply.
    • A restoration fee will apply. The restoration fee will be estimated by Joe Hodway when he receives your photos/videos and request, and the fee will be confirmed when he receives the artwork. 
    • A 50% deposit will be required, with the remainder of the restoration fee being payable on completion. You will be notified of these, and how to pay them by email when Joe Hodway has received your artwork.
Replacements (click to expand)

We only replace items if they are damaged during delivery, and only if an equivalent is available – such as in the case of multiples and editions. Please follow the Damage refund process (above).

Exchanges (click to expand)

You may choose to exchange your work of art for a different one of a similar or different value instead of receiving a refund (subject to availability). You will need to specify in your request which work of art you would like to exchange your piece for.

Exchanges are possible within the 30 days returns period, and follow the same procedure as a return, unless the exchange is the result of a damaged delivery, in which case please follow the Damage refund process. (See above)

Any differences in value, and related shipping and insurance costs will be calculated by Joe Hodway, and you will be asked to confirm and agree to these before an alternative work of art is sent.

Where works are of an unequal value, there may be an additional balance to pay, or you may be due a partial refund. You will be notified by email if this is the case. Any outstanding balance must be paid before the replacement is sent. Instructions on how to pay a balance, or recieve a refund will be included in your exchange confirmation email.

Please note. Exchanged artworks are not eligible for a refund or further exchanges unless they are damaged prior to their delivery.

Partial refunds (click to expand)

Partial refunds are at Joe Hodway’s discretion. There are certain situations where partial refunds may be granted. These include:

  • Any item that is returned more than 30 days after delivery to you.
  • You have received a work of art that has been damaged in transit, and Joe Hodway has agreed to restore it for you, resulting in it appearing substantially different.
  • You decide to keep (and not return) a work of art that has been damaged in transit.
Late or missing refunds (click to expand)

If you haven’t received a refund within 14 days of your artwork being returned to us, please take the following steps:

  1. Check your bank or credit card account again.
  2. Contact your bank or credit card company, it may take some time before your refund is officially processed by them, and listed in your completed transactions or statement.
  3. If you’ve done all of this and you still have not received your refund, please contact us at moc.yawdoheoj@eoj.