Refund policy

📝 Last updated: December 07, 2025


📦 Refund Policy

This policy describes how we handle returns and refunds. Please read it carefully.

🖼️ Made-to-Order Art Prints

All of our prints are professionally produced to order when you purchase. Because each item is printed individually for you, it qualifies as “goods made to the consumer’s specifications” or “clearly personalised.”

For this reason, prints are not eligible for change-of-mind returns under UK or EU consumer law.

All artworks are printed and fulfilled through specialist fine-art production partners. Our returns and delivery policies reflect the practical requirements of producing prints individually to order.

🔄 Change of Mind / Cancellations

We cannot accept returns, exchanges or cancellations if you:

  • ordered the wrong size or orientation;
  • changed your mind after purchase;
  • prefer a different print or frame; or
  • expected colours to appear differently on your device.

Because production begins quickly, cancellations may only be possible if you contact us within 2 hours of placing your order.

⚠️ EU Cooling-Off Period Notice

Under EU consumer law, customers normally have a 14-day cooling-off period for online orders. However, this right does not apply to:

“Goods made to the consumer’s specifications or clearly personalised.”

Since all our prints are made to order, the cooling-off period does not apply.

⏱️ Delivery Delays & Lost Parcels

We work with trusted fulfilment partners and couriers to ensure your order arrives as quickly as possible. Delivery times can vary due to production volumes, courier capacity, customs processing and other factors outside our control.

If your order appears to be delayed, please Contact us  and we will investigate with the courier or fulfiller.

📌 What Counts as a “Significant Delay”

Because delivery conditions vary internationally and are influenced by many factors beyond our control, we reserve the right to determine what qualifies as a significant delay on a case-by-case basis.

A delay does not qualify for a refund if it is caused by:

  • customs inspections or customs processing;
  • courier backlogs, strikes or adverse weather;
  • incorrect or incomplete delivery information supplied at checkout;
  • missed delivery attempts or uncollected parcels;
  • seasonal carrier congestion; or
  • international transit delays beyond the courier’s control.

If we determine a significant delay has occurred, we will either:

  • arrange a free replacement, or
  • issue a refund,

with the remedy chosen at our discretion depending on the circumstances.

📮 Lost Parcels

A parcel is considered lost only once the courier or fulfilment partner confirms it cannot be delivered or recovered. Lost parcels are replaced or refunded in full.

A parcel that is in transit, in customs, or awaiting international clearance is not considered lost.

💥 Damaged, Faulty or Incorrect Items

If your print arrives damaged, faulty, or not as described, Contact us within 30 days of delivery, including:

  •  your order number;
  • a brief description of the issue; and
  • clear photographs of the print and packaging.

We will replace the item or issue a refund in accordance with the Consumer Rights Act 2015 (UK) and equivalent international consumer laws.

There is usually no need to return a damaged or incorrect print unless we specifically request it.

📬 Return to Sender (RTS) Policy

A parcel may be returned to us or our fulfilment partner if:

  • the delivery address was incorrect or incomplete;
  • the courier was unable to deliver after repeated attempts;
  • customs/import charges were refused or unpaid;
  • the parcel was uncollected from a pick-up point; or
  • the customer refused delivery.

Because all prints are made to order, Return to Sender items are not refundable.

🚚 Re-Shipping RTS Items

If a parcel returns to sender due to delivery issues, we can arrange re-shipping to a corrected address. Re-shipping costs are the customer's responsibility.

We will notify you when the parcel is received and provide updated tracking once re-shipped.

✔ When We Will Refund an RTS

A refund or free replacement will be issued if the RTS was caused by:

  • a confirmed carrier error;
  • a fulfilment/printing/packaging error; or
  • damage during transit (photo evidence required).

🌍 International Orders

We ship worldwide.

For customers outside the UK:

  • Your local consumer laws apply for faulty or mis-described goods.
  • Most countries do not allow change-of-mind returns for made-to-order items; where they do, your print remains exempt as a custom-produced item.
  • Import duties and taxes are the buyer’s responsibility and are non-refundable, unless local law requires otherwise.
  • Unpaid customs charges may cause an RTS; such orders are not refundable, and re-shipping costs apply.

📮 Returning Items (If Requested)

In the rare case we request a return:

  • we will provide a return address (UK or fulfilment partner’s facility);
  • items must be packaged securely; and
  • we normally cover the return shipping cost for faulty or incorrect items.

⚖️ Your Statutory Rights

Nothing in this policy affects your legal rights regarding faulty or mis-described goods.