Cancellations, Returns & Damaged Goods

Because our work is produced individually for each customer, made-to-order and personalised products (picture frames, mounts, digital prints, canvas reproductions, and similar) are not eligible for cancellation, exchange or refund under UK law. The Consumer Contracts Regulations 2013 state that goods “made to the consumer’s specifications or clearly personalised” are excluded from the normal 14-day cooling-off period, as these items cannot be resold.

This does not affect your statutory rights where an item is faulty or not as ordered. If a print does not match your approved proof, has a production defect, or is not made to the agreed specification, our Quality Guarantee applies and we will put it right with a reprint or replacement.

Damaged goods

“Damage” refers to obvious scratches, dents or breakages caused during transit or by misuse — reasons beyond our control. Once you accept the goods from the courier, the risk passes to you. We ask that you note any obvious damage on the delivery document where possible; however, we understand this is not always practical.

We will accept responsibility for obvious damage reported within 48 hours of delivery and before the item has been used. To protect us from malicious claims, we will only supply a replacement to the exact original specification when goods have obvious damage. As all our work is bespoke, we cannot offer a refund or a change of specification.