Returns & Cancellations
Last updated: [CONFIRM date]
1. Custom, made-to-order items
Our framing is made to your specification, so it is exempt from the usual 14-day "change of mind" cancellation right under the Consumer Contracts Regulations 2013. Once production has begun, a bespoke order cannot be cancelled or returned simply because you have changed your mind.
This does not affect your rights if an item is faulty, damaged, or not as described (see section 2). Please check your specification and uploaded image carefully before ordering.
2. Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or not matching what you ordered, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.
- Please contact us within [CONFIRM time window, e.g. 14 days] of receiving your order.
- Send your order number and clear photos of the issue to [CONFIRM contact email].
- We may ask you to return the item; if the fault is confirmed, we cover reasonable return costs.
3. Non-personalised items
If we sell any standard, non-personalised products, the standard 14-day cancellation right applies to those items, provided they are returned unused and in their original condition. [CONFIRM whether any non-bespoke items are sold; remove this section if not]
4. Refunds
Where a refund is due, we refund to your original payment method, normally within [CONFIRM refund timeframe, e.g. 14 days] of agreeing the refund or receiving the returned item.
5. How to contact us
For anything to do with a return, cancellation, or fault, contact us at [CONFIRM contact email] or on 075 0896 3540, quoting your order number.
6. Your statutory rights
Nothing in this policy affects your legal rights as a consumer.