Refund policy

We want you to be happy with your order. If something arrives damaged, faulty, incorrect or materially different from what you ordered, please get in touch and we’ll do our best to put it right quickly.

Nothing in this policy affects your statutory rights.

Damaged, faulty or incorrect orders

If there’s a problem with your order, email support@cornwallprints.com.

It helps if you include your order number and a few clear photos of the item and, where relevant, the packaging it arrived in.

Depending on the issue, we may offer a replacement, reprint, repair, refund or another suitable solution.

If the problem is our responsibility, you will not be expected to pay reasonable return costs.

There is no short reporting deadline that removes your legal rights, although contacting us as soon as you notice a problem helps us resolve it more quickly.

Standard products

For standard, non-personalised products bought online, you can tell us you want to cancel within 14 days of receiving your order where the statutory right to cancel applies.

You then have 14 days to return the item to us.

For change-of-mind returns, you are responsible for the cost of returning the item. We do not provide free return postage or prepaid return labels.

Please contact support@cornwallprints.com before returning anything so we can provide the correct return details.

Framed prints and canvas prints

Our framed prints and canvas prints are individually commissioned and made to order. Once you place an order, we order a frame or a stretched canvas specifically for your chosen artwork, size and configuration.

Because of their bespoke, made-to-order nature, framed prints and canvas prints cannot be cancelled, returned or refunded because you have changed your mind.

Please check your chosen artwork, size, framing and finish options carefully before ordering.

If your framed print or canvas arrives damaged, faulty, incorrectly made or materially different from what you ordered, please contact us and we’ll put it right.

Personalised calendars

Our calendars are created specifically from the photographs and options you choose using our calendar builder.

Because they are fully personalised, personalised calendars cannot be cancelled, returned or refunded because you have changed your mind.

Please check your selections carefully before ordering.

If your calendar arrives damaged, faulty or incorrectly produced, please contact us and we’ll sort it out.

Other custom or personalised orders

Products made specifically to your individual requirements cannot be returned for change of mind.

This includes custom sizes, bespoke crops, personalised products, customer-supplied images and other individually commissioned work.

Condition of returns

If you are returning an eligible product because you have changed your mind, please package it carefully and return it without damage caused while it was in your possession.

You can inspect an item as you reasonably would in a shop, but if it is scratched, creased, marked, stained, torn, mounted, hung, altered or otherwise damaged, we may reduce your refund to reflect the loss in value.

This also applies where inadequate return packaging causes damage on the way back to us.

Refunds

For an eligible change-of-mind return, we will issue any refund due once the item has been returned to us, or you provide evidence that it has been sent back.

Where required by law, we will also refund the cost of our cheapest standard delivery option. Any additional amount paid for express or upgraded delivery is not refundable.

The cost of returning a change-of-mind order is your responsibility.

Refunds will normally be made to the payment method used for the original order.

Colour and cropping

Colours can vary slightly between different screens and a physical photographic print. Small differences in brightness, colour or contrast are normal.

Our standard A-series print sizes share the same proportions. The optional white border sits within the selected unframed paper size; a framed print adds its mount and frame outside the image. Please check the product preview and size guide before ordering.

If what you receive is materially different from what you ordered or from how the product was described, please contact us.

Sale items

Sale and discounted products have the same statutory rights as full-price products.

We do not offer additional change-of-mind returns for sale items.

Business and wholesale orders

Wholesale, commercial and other business-to-business orders may be covered by separate terms and do not necessarily have the same cancellation rights as consumer purchases.

Contact

For returns, cancellations or problems with an order:

Cornwall Prints Limited
support@cornwallprints.com