Terms, returns & privacy
Terms & conditions
Gift vouchers
Gift vouchers cannot be exchanged for cash and are valid for three years from the date of purchase (shown in the unique voucher code). Vouchers may be used as full or part payment against any shop item unless stated otherwise in the item description. Your basket total must be equal to or greater than the value of the voucher. Vouchers may be used as part payment towards a pet portrait. Only one voucher may be used per order in the online shop; multiple vouchers may be used towards a pet portrait. Each voucher carries a unique code that may only be used once, and it is your responsibility to keep that code safe. Once a voucher code has been used online it is no longer valid. Refunds are not available on goods bought with vouchers; if you are unhappy with goods bought this way, a credit note will be issued on return of the item. This does not affect your statutory rights. Gift vouchers are non-refundable.
Copyright
Copyright in all artwork produced is retained by Katie Hough, including the right to use images of the artwork in promotional materials. Customer emails, in whole or in part, may be used as testimonials online and in print; if you would prefer yours not to be used, please say when ordering. Images and text on this website may not be used without prior permission, and anyone using them without permission may be subject to legal proceedings.
Special offers and discount codes
Discount codes are for use in the online shop at katiehough.co.uk only and cannot be redeemed at any other retailer, venue or outlet. Discounts apply to the product cost of the specified items only, and not to delivery, VAT or other additional costs. Codes hold no cash value and may not be exchanged for any other item.
Behind the Method pre-order offer: 35% off framed prints and calendars for online pre-orders, using the code published on this site or by the Ben Atkinson Method. Pre-ordered items are dispatched after the launch at Your Horse Live, Stoneleigh Park, 6 to 8 November 2026.
Returns policy
We are committed to quality and your satisfaction is guaranteed.
Incorrect or damaged goods
If we sent you the wrong item, or it arrives damaged or in poor condition, email a photo of the item and its packaging to studio@katiehough.co.uk within 30 days of receipt. Please include your order number, the item, a brief description of the problem, and whether you would like a replacement or a refund. Your request will be dealt with within 48 hours. Refunds cover the full cost of the item and of delivery.
Other returns
If your item arrived in good condition but you have changed your mind, you can return it within 30 days of receipt for a refund of the price of the product. If you tell us you intend to return it within 14 days of receiving it, you may also be entitled to a refund of the standard delivery cost, provided the goods are returned within 14 days of your request. Delivery costs are not refunded on items made to order, including all framed items and canvases.
Please pack items in their original packaging and include your name, address, email, phone number, order number and a brief reason for the return. You are responsible for the cost of returning the goods, and we strongly recommend a tracked service. Return to: Katie Hough, Artist, Conderton Manor, Conderton, Tewkesbury, Worcestershire GL20 7PR.
Refunds and exchanges
Refunds are made by the same payment method used for the original order, at no charge to you, once we have received the goods or proof of return, whichever is earlier. To exchange an item for a different size or product, return it for a refund as above and place a new order.
Privacy policy
As a sole trader, I want you to understand clearly how I collect, use and protect your data.
What is collected, and how
Enquiries. If you use the commission or contact form on this website, your name, email address, phone number, message and any photos you send are emailed to my business address, studio@katiehough.co.uk, and may be stored in my inbox. They are used only to respond to your enquiry. When I reply, you may be asked whether you would like to receive my newsletter.
Newsletter. If you opt in, your details are stored with my email marketing provider, Mailchimp.
Online orders. Purchases are processed by Ecwid, and payments by Stripe or PayPal. I receive your name, address, email and phone number to fulfil your order. I never see or receive your card or bank details. In the rare event that payment is taken by telephone, your payment details are held securely for 24 hours and then destroyed.
Shows. At events such as Your Horse Live you may complete an enquiry card. If you opt in to email news, your details are added to Mailchimp; otherwise they are used only to reply to your enquiry. Paper cards are destroyed once used.
Who collects it
Katie Hough, Artist, Conderton Manor, Conderton, Tewkesbury, Worcestershire GL20 7PR (by appointment only). T: 07931 438104. E: studio@katiehough.co.uk.
Why, and who it is shared with
Your data is used to fulfil online orders, to respond to your enquiries, and to send my newsletter if you have opted in. I never sell your personal information. It is shared only where necessary to provide my services: with Ecwid, and with PayPal or Stripe, for online orders, and with Mailchimp if you have subscribed.
Emails and unsubscribing
Newsletter subscribers receive infrequent emails, about once a month, with recent commissions, new releases, upcoming shows and offers. If you have made an enquiry, you will receive only correspondence about that enquiry. You can unsubscribe at any time with the link at the bottom of any newsletter, or by emailing studio@katiehough.co.uk from the address you wish to remove, and I will remove you within 48 hours.
Accessing your data
To see the information I hold about you, ask about my privacy practices or make a complaint, contact me at studio@katiehough.co.uk or by post at the address above. I will respond as quickly as possible, and will need to confirm your name and email address to process a request.