Terms of service

Turner & Walker Ltd – Terms of Service

OVERVIEW

This website is operated by Turner & Walker Ltd (“we”, “us”, “our”). Throughout the site, the terms “we”, “us” and “our” refer to Turner & Walker Ltd. Turner & Walker Ltd offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following Terms and Conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink.

These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.

SECTION A — BESPOKE ORDERS, REFUNDS & CANCELLATIONS

All orders placed with Turner & Walker Ltd are custom-made, bespoke works of art created specifically for each customer. Because of the personalised nature of our work, orders cannot be cancelled, refunded, exchanged, or altered under any circumstances once placed — regardless of whether the artwork has been started or not.

By placing an order, you acknowledge and agree that:

  • You are commissioning a custom and personalised artwork, which is exempt from standard consumer cancellation rights under Consumer Contracts Regulations 2013, Section 28(b).

  • Upon placing your order, a professional artist’s slot is booked and prepaid immediately as part of your purchase. This forms part of your contract with us and is non-transferable and non-refundable.

  • Our artists begin preparatory work (including composition, photo review, and digital planning) as soon as your order is received, making cancellations impossible.

  • No refunds, exchanges, credit notes, or chargebacks will be accepted for any reason, including changes of mind, delays, or dissatisfaction with style.

  • Requests to change photos or scenes after a proof has been issued are charged at £20 per image or scene.

If you receive a product that is damaged or incorrect (for example, a wrong size or misprint), we will replace it free of charge once clear photographic evidence is received within 24 hours of delivery. Replacements are issued only — no monetary refunds will be given.

SECTION B — ARTWORK, PROOFS & IMAGE SUBMISSION

All portraits are designed using the exact image(s) you upload when placing your order. It is the customer’s sole responsibility to ensure the photo adheres to our image guidelines. Low-quality photos will naturally result in lower-quality portraits, and Turner & Walker Ltd accepts no liability for this.

We reserve the right to:

  • Send your portrait directly without a proof if our artist deems it complete.

  • Issue proofs only at our discretion.

  • Make minor adjustments if requested, though such changes are not guaranteed.

  • Send the artwork as final if the customer fails to respond to a proof request within a reasonable timeframe or refuses approval.

Bridles, Collars, and Accessories
Unless otherwise specified at the time of ordering, all bridles, collars, harnesses, and similar accessories are removed during the artwork process as part of our standard portrait composition. If a customer later wishes to have these elements re-added or modified after a proof has been created, this will be treated as an artwork amendment and subject to our standard £20 reproof fee.

By purchasing, you acknowledge that all Turner & Walker artworks are interpretations of your pet in our signature artistic style — not exact photographic reproductions.

SECTION C — COPYRIGHT & ARTIST RIGHTS

All artworks, proofs, and designs remain the intellectual property of Turner & Walker Ltd. Purchase of a portrait does not grant reproduction rights or transfer of copyright. We reserve the right to use any artwork we create in print, social media, advertising, or promotional materials.

SECTION D — LEAD TIMES

Our standard processing time for a portrait proof is 3–6 weeks from the date of order confirmation. This timeframe is an estimate and not a guarantee. During peak periods or when multiple pets are included, completion may take an additional 2–3 weeks per extra pet.

Delays may occur due to seasonal workload, high order volumes, or poor image quality. Turner & Walker Ltd accepts no liability for any delay and will not issue refunds or compensation for extended timeframes.

SECTION E — SHIPPING & DAMAGE POLICY

All portraits are shipped via tracked courier. In the unlikely event that your item arrives damaged:

  • The issue must be reported within 24 hours of delivery with clear photographic evidence.

  • A replacement will be sent at no cost once verified.

  • Returns are not required unless specifically requested by Turner & Walker Ltd.

  • We do not offer monetary refunds under any circumstance.

SECTION F — PRODUCT INFORMATION & FREE GIFTS

Free gifts, when offered, must be redeemed at the time of purchase and cannot be claimed retrospectively. Free items are provided at our discretion and hold no monetary value. They cannot be exchanged, refunded, or redeemed for cash.

SECTION G — GIFT VOUCHERS & STORE CREDIT

Gift vouchers, event orders, or store credits are valid for 12 months from the date of purchase or issue. After expiry, they become void and cannot be redeemed, refunded, or extended. Vouchers and credit notes have no cash value.

SECTION H — GENERAL TERMS (RETENTION OF ORIGINAL CLAUSES)

All remaining provisions from the original Turner & Walker Terms — including but not limited to General Conditions, Accuracy of Billing, Third-Party Links, Indemnification, Severability, Termination, Governing Law, and Privacy Policy — remain in full effect and are incorporated herein by reference.

SECTION I — GOVERNING LAW

These Terms of Service and any agreements relating to our products or services are governed by and construed in accordance with the laws of the United Kingdom.

SECTION J — CONTACT INFORMATION

Questions about these Terms of Service should be directed to:
📧 support@turnerandwalker.co.uk

SECTION K — KLARNA

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer payment options including Pay in 3. Further information and Klarna’s user terms can be found on Klarna’s website. Your personal data is handled in accordance with applicable data protection law and Klarna’s privacy statement.

© Turner & Walker Ltd — All Rights Reserved