Refund and Returns

1.1. Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to a repair, replacement, price reduction, or refund (subject to the Act). This policy explains how we handle those requests in practice. Nothing in this policy reduces your statutory rights.

2.1. Photo prints and other goods personalised to your order are exempt from the 14-day right to change your mind under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2.2. This means we cannot refund personalised goods simply because you have changed your mind, ordered the wrong size, or uploaded the wrong photo, once production has started. Please check your order carefully before paying.

3.1. If your order arrives damaged, defective, or different from what you ordered, please contact us within 14 days of delivery.

3.2. Email hi@onlinephotoprinting.co.uk with:

• your order number;
• at least one clear photograph of the issue (and of the outer packaging if it is delivery damage);
• a brief description.

3.3. We will respond within 2 working days and, where the issue is confirmed, offer (at your election) a free replacement or a full refund of the affected item including any shipping you paid.

4.1. If a fault becomes apparent within 6 months of delivery, the Consumer Rights Act presumes the fault was present at delivery (s.19(14)), and we will offer a remedy at no cost unless we can show otherwise.

4.2. For up to 6 years from delivery (England & Wales) you may still have a claim if you can show the fault was present at delivery.

5.1. Approved refunds are processed within 14 days of our confirming the issue, to the original payment method. Your bank may take additional days to show the credit.

5.2. Refunds include the price of the affected item and any related shipping costs.

6.1. We may decline a refund where:

• the issue is the result of normal wear and tear, accidental damage after delivery, or misuse;
• the print accurately reflects the file you supplied, including a file we flagged as low resolution and you confirmed you wished to proceed with;
• colour variation is within reasonable tolerances inherent to the printing process and not a defect;
• the personalisation matches what you submitted (including spelling).

6.2. Even where one of the above applies, your statutory rights for faulty goods are unaffected. If you believe a print is genuinely defective, please send us a photograph and we will reassess.

7.1. You do not normally need to return personalised goods. If a return is necessary we will arrange it at our cost and will not require a return before issuing the remedy.