Refund policy

Refund & Return Policy
Last updated: 25.07.2026

At Framory Prints, every product is printed to order in the UK. Below you'll find how cancellations, returns and refunds work. Nothing in this policy affects your statutory rights.

1. 30-Day Returns (Standard Products)
We want you to love your print. If you change your mind, you can return any standard (non-personalised) product within 30 days of delivery, provided it is unused, undamaged and in its original packaging.

- To start a return, email orders@framoryprints.co.uk with the subject line "Return Request – [Order Number]". We will send you return instructions and the return address.
- Return shipping for change-of-mind returns is paid by the customer.
- Items returned without prior approval cannot be accepted.
- There is no restocking fee.

2. Personalised & Custom Products
Personalised and custom-made products (e.g. prints made to your specifications or featuring your name, photo or custom text) cannot be returned or refunded for change of mind. This is in accordance with UK consumer law and Article 16(c) of EU Directive 2011/83/EU.

They are, of course, fully covered if:
- the item arrives damaged;
- the item is defective;
- we made an error with your customisation.

3. Cancellations
- Standard products: you may cancel any time before dispatch for a full refund. After delivery, the 30-day return policy above applies.
- Personalised products: orders can be cancelled before production starts. Once production has begun, they can no longer be cancelled.

4. Damaged, Defective or Wrong Items
If your order arrives damaged, is defective, or isn't what you ordered, we'll make it right with a free replacement or a full refund — including return shipping where a return is needed.

Please contact us as soon as possible, ideally within 7 days of delivery, at orders@framoryprints.co.uk, including:
- your order number;
- a brief description of the issue;
- clear photos of the item, the packaging and the shipping label (this helps us resolve courier claims quickly).

Faulty items remain covered by your statutory rights under the Consumer Rights Act 2015.

5. Exchanges
For damaged, defective or incorrect products we may offer a replacement first. If a replacement is unavailable, a refund will be issued instead.

6. Refunds
Once we receive and inspect your return, we'll confirm the outcome by email. Approved refunds are issued to the original payment method within 14 days. Banks and card providers may require additional processing time.

If more than 15 business days have passed since your refund was approved, contact orders@framoryprints.co.uk.

7. Return Address
Returns are accepted by post only, after approval:
48 Ardern Terrace, Leicester, LE3 1EA, United Kingdom

8. EU Customers
For EU customers, the 14-day cooling-off period does not apply to personalised or custom-made products (Article 16(c), Directive 2011/83/EU). For standard products, our 30-day return policy above applies and exceeds the statutory 14-day period.