Refund policy

We really hope you're happy with your product! If you change your mind about an order, you have the right to cancel your purchase within 14 days of receiving your item, without needing to provide a reason.

If you decide to cancel, you must let us know within this 14-day period. You then have a further 14 days to return the item to us.

Returns

To request a return, please contact us at charlie.bbjones@gmail.com with your order number and details of the item you wish to return.

Returned prints should be in their original condition and packaging and must not have been damaged, marked or handled beyond what is reasonably necessary to inspect the item.

Once your return request has been accepted, we will provide you with the instructions for returning your item.

Return postage

For change-of-mind returns, you are responsible for the cost of returning the item to us. We recommend using a tracked delivery service and keeping your proof of postage.

If an item is faulty, damaged on arrival, or you have received the wrong item, please contact us and we will arrange an appropriate solution. In these circumstances, you will not be responsible for the cost of returning the item.

International orders

Please note customers are responsible for any import duties, customs fees, VAT or other charges imposed by their destination country. These charges are not included in the product or shipping price.

If an international parcel is refused, abandoned or returned to us because the required customs charges or import taxes were not paid, any refund will be handled in accordance with our applicable returns policy and consumer rights. Original shipping costs and any costs incurred by us as a result of the parcel being returned may be deducted from the refund where permitted by law.

Please note that we cannot be responsible for delays or failed delivery caused by unpaid customs charges or a customer declining to pay them.

We recommend checking your country's customs and import requirements before placing an international order.

Damaged or incorrect orders

Please inspect your print when you receive it. If your order arrives damaged, defective, or you have received the wrong print, please contact us at charlie.bbjones@gmail.com as soon as possible, ideally including photographs of the print and its packaging.

We will assess the issue and, where appropriate, arrange a replacement or refund in accordance with your statutory rights.

Condition of returned items

You are responsible for taking reasonable care of the print while it is in your possession.

You may handle the print as reasonably necessary to establish its nature, characteristics and functioning. However, if the print is handled beyond what is reasonably necessary and this results in a reduction in its value, we may make a reasonable deduction from your refund to reflect that loss in value, where permitted by law.

If you cancel your order but do not return the item within the required timeframe, we may withhold your refund until the item is returned or you provide evidence that it has been sent back.

Personalised and custom products

Personalised or custom-made products cannot be cancelled or returned under the statutory cooling-off right where an applicable legal exception applies, as these products are made specifically for you.

This does not affect your statutory rights if a personalised or custom product is faulty, damaged, incorrectly made or otherwise does not conform to the contract.

Refunds

Once we receive your returned item, or receive evidence that you have sent it back where applicable, we will process your refund to the original payment method.

Where you exercise your statutory right to cancel, we will refund the payments we have received from you, including the applicable standard delivery charge. If you chose a more expensive delivery option, we will refund only the cost of the least expensive standard delivery option we offered.

We may withhold the refund until we have received the returned item or you have provided evidence that you have sent it back, whichever happens first.

Any deduction made due to a reduction in the value of the returned item will be explained to you.

Refunds will be made to the original payment method. Please note that processing times may vary depending on your payment provider or bank.

Sale items

Sale items are subject to the same statutory consumer rights as full-price items. Purchasing a sale item does not affect your legal rights where an item is faulty, damaged or otherwise does not conform to the contract.