Refund policy

We want you to be happy with your order from Fresh Custom Prints. This policy explains when products can be returned, exchanged or refunded.

Nothing in this policy affects your statutory rights under UK consumer law.

Personalised and custom-made products

Most Fresh Custom Prints products are made specifically for each customer using photographs, names, wording, logos, design codes or other instructions supplied when ordering.

Personalised and custom-made products cannot normally be returned or refunded because you have changed your mind.

However, we will provide an appropriate remedy if a personalised product is:

● Faulty

● Damaged when delivered

● Not as described

● Different from the personalisation details accepted with your order

● Produced incorrectly because of an error made by Fresh Custom Prints

Please check all spelling, names, dates, photographs, design codes, colours and other instructions carefully before placing your order. We cannot normally provide a free replacement or refund when the product has been produced correctly using information supplied by the customer.

Cancelling a personalised order

If you need to change or cancel a personalised order, contact us immediately at info@freshcustomprints.co.uk.

We will try to help if production has not started. Once production has begun, we might be unable to change or cancel the order.

Returns for non-personalised products

For eligible non-personalised products, you may request a return within 30 days of receiving your order.

To qualify under our additional 30-day returns policy, the product must be unused, in its original condition and, where reasonably possible, in its original packaging. You must provide your order number or other proof of purchase.

Contact us before sending anything back. Products returned without contacting us first may be delayed or sent to the wrong address.

Statutory cancellation rights

For eligible non-personalised products purchased online, you can tell us that you wish to cancel within 14 days of receiving the product. You then have a further 14 days to return it.

You may inspect the product as you would in a shop. We may reduce the refund if the product’s value has been reduced because it was handled beyond what was reasonably necessary to inspect it.

Personalised or custom-made products are generally excluded from this change-of-mind cancellation right, unless they are faulty, damaged, not as described or produced incorrectly.

Faulty, damaged or incorrect products

Please inspect your order when it arrives. If there is a problem, contact us as soon as reasonably possible at info@freshcustomprints.co.uk.

Include:

● Your name and order number

● A description of the problem

● Clear photographs of the product

● Photographs of the packaging and delivery label if the parcel arrived damaged

Please keep the product and its packaging while we investigate.

Depending on the circumstances and your legal rights, we may offer a repair, replacement, reprint, price reduction or refund. Where a return is required because the product is faulty, damaged, incorrect or not as described, Fresh Custom Prints will cover reasonable return costs.

Colour and image appearance

Screen settings can cause printed colours to appear slightly different from colours displayed on a phone, tablet or computer.

The quality of a personalised print also depends on the resolution and quality of the photograph or artwork supplied. We will contact you before production if we identify an obvious problem that prevents us from producing an acceptable print.

Minor differences caused solely by screen display or the quality of customer-supplied artwork are not normally considered production faults. This does not affect your rights if the finished product is faulty or not as described.

Return postage for change-of-mind returns

Customers are responsible for return postage costs when returning an eligible, non-personalised product because they have changed their mind.

We recommend using a tracked service and keeping proof of postage. You remain responsible for the returned product until it reaches us.

Do not send a return until we have confirmed the correct return instructions.

Refunds

We will notify you after receiving and inspecting your return.

Approved refunds will be made to the original payment method. Where statutory cancellation rights apply, we will process the refund within 14 days of receiving the returned product or receiving evidence that it has been sent back, whichever occurs first.

When required by law, the refund will include the cost of standard delivery. Any additional amount paid for an enhanced or express delivery service might not be refundable.

Your bank or payment provider may need additional time to show the refund in your account.

Exchanges

We do not normally offer direct exchanges. For eligible non-personalised products, the quickest option is to return the original product and place a new order after the return has been accepted.

Personalised products can only be replaced when there is a fault, damage, description problem or production error.

Items that cannot be returned

Unless faulty, damaged, not as described or produced incorrectly, we cannot accept returns for:

● Personalised or custom-made products

● Gift cards

● Products damaged through misuse, neglect or an attempted repair

● Products returned outside the applicable return period

To request a return or report a problem, contact:

Fresh Custom Prints
Email: info@freshcustomprints.co.uk

Please contact us and wait for return instructions before sending your product back.