Terms of service

1. About us

This website is operated by Michael O’Brien, trading as Fresh Custom Prints.

Throughout these Terms:

• “We”, “us” and “our” refer to Fresh Custom Prints
• “You” and “your” refer to the person using our website or placing an order

Our contact details are:

Email: info@freshcustomprints.co.uk
Website: www.freshcustomprints.co.uk

These Terms apply when you use our website or purchase a product from us. Please read them before placing an order.

Nothing in these Terms limits or removes your statutory consumer rights.

2. Who can place an order

You must be at least 18 years old to place an order.

If you are under 18, an order must be placed with the permission and involvement of a parent or legal guardian.

By placing an order, you confirm that the information you provide is complete and accurate and that you are authorised to use your selected payment method.

3. Using our website

You may use our website only for lawful purposes.

You must not:

• Use the website fraudulently
• Attempt to gain unauthorised access
• Introduce viruses or malicious code
• Interfere with the website’s operation or security
• Collect information about other users without permission
• Copy or commercially exploit our website content without permission
• Submit unlawful, abusive, discriminatory or infringing material

We may restrict access to the website where reasonably necessary to protect our customers, business or systems.

4. Product information

We take reasonable care to ensure product descriptions, photographs, sizes, prices and other information are accurate.

Product photographs are provided for illustration. Colours may appear slightly different because of screen settings, lighting, materials and the printing process.

Small variations in colour, position, texture or finish can occur with handmade, natural-material and made-to-order products. These variations will not normally be considered faults unless the product is materially different from its description or agreed design.

Measurements described as approximate may have a small reasonable tolerance.

All products are subject to availability.

5. Personalised and made-to-order products

Many Fresh Custom Prints products are made specifically for you using information you provide, including:

• Photographs and artwork
• Names and dates
• Messages and wording
• Logos
• Design codes
• Font and colour choices
• Size, layout and positioning instructions

You are responsible for checking all personalisation details carefully before placing your order.

Please check:

• Spelling, punctuation and grammar
• Names and dates
• Selected product and size
• Photograph and artwork quality
• Design codes
• Font and colour choices
• Layout and positioning instructions
• Delivery information

We may begin preparing your order shortly after it is placed.

If you notice an error, contact info@freshcustomprints.co.uk immediately. We will try to make the requested change if production has not started, but we cannot guarantee that a change will be possible.

We are not responsible for an error that appeared in the information supplied or approved by you. This does not affect your rights if we produce the product incorrectly or it is faulty, damaged or not as described.

6. Customer-supplied photographs and artwork

You confirm that you own or have permission to use any photograph, logo, design, wording or other material you provide.

If submitted content contains another person, you confirm that you have their permission to use it. If it contains a child, you confirm that you are their parent or legal guardian or have permission from the appropriate parent or legal guardian.

You must not submit material that:

• Infringes copyright, trademark or other rights
• Violates another person’s privacy
• Is unlawful, threatening, abusive or defamatory
• Promotes hatred, discrimination or illegal activity
• Contains malicious or harmful material

You retain ownership of the content you supply. You give us limited, non-exclusive permission to use it only as necessary to:

• Review its suitability for printing
• Produce your personalised product
• Fulfil your order
• Communicate with you about the order
• Resolve a complaint, replacement or refund

We will not use your photographs or personalised designs for advertising, social media or promotional purposes without obtaining your separate permission.

We may refuse or cancel an order if we reasonably believe the submitted material is unlawful, harmful or infringes another person’s rights. If we cancel before producing the item, we will refund the affected amount.

7. Placing an order

Adding a product to your basket does not reserve it or create a contract.

Before completing checkout, you are responsible for checking:

• The products selected
• Product sizes and options
• Personalisation details
• Quantity
• Price
• Delivery charge
• Billing and delivery information

When you submit an order, you are offering to purchase the products under these Terms.

A contract is formed when we send an order confirmation accepting your order. If an email states that it is only an acknowledgement of receipt, the contract will be formed when we subsequently confirm acceptance.

Please keep your order confirmation for your records.

8. When we may be unable to accept an order

We may be unable to accept or fulfil an order if:

• Payment is not authorised
• A product or required material is unavailable
• There is an obvious pricing or description error
• We cannot deliver to the address provided
• The submitted content is prohibited
• We are unable to produce the requested personalisation
• We suspect fraud or unlawful activity

We will contact you where possible. If payment has already been taken for an order we cannot fulfil, we will refund the affected amount using the original payment method.

9. Prices and payment

Prices are shown in pounds sterling and include applicable taxes unless stated otherwise.

Delivery charges are displayed during checkout before you place your order.

Payment must be made using one of the methods available at checkout. Payments are processed securely through Shopify and the selected payment provider. We do not directly store your complete card details.

We may change prices at any time, but a price change will not affect an order we have already accepted.

If a product has been listed with an obvious pricing error, we will contact you. You may purchase the product at the correct price or cancel the affected item for a full refund.

10. Production and delivery

Most products are personalised and made to order. Our normal processing time is 3–5 working days before dispatch.

Working days are Monday to Friday, excluding UK bank holidays.

Processing time is separate from the delivery time shown at checkout.

We currently deliver to addresses within the United Kingdom. Available delivery options and charges are displayed during checkout.

Delivery dates are estimates unless we expressly agree to a guaranteed date. We will contact you if we become aware of a significant delay.

Unless another delivery period has been agreed, orders will be delivered within the period required by applicable consumer law.

11. Delivery addresses and unsuccessful deliveries

You are responsible for providing a complete and accurate delivery address.

Contact us immediately if you notice an address error. We will try to correct it before dispatch, but this may not be possible once the parcel has been handed to the delivery provider.

If a parcel is returned because:

• An incorrect or incomplete address was supplied
• Delivery was refused
• The parcel was not collected

we may require payment of a reasonable additional delivery charge before sending it again.

This does not apply where the failed delivery was caused by our error or that of our delivery provider.

Responsibility for the product passes to you when it is delivered to you or to a person you have nominated to receive it.

12. Cancelling personalised orders

Clearly personalised and custom-made products are generally excluded from the statutory 14-day change-of-mind cancellation right.

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

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

Personalised products remain protected by your legal rights if they are faulty, damaged, not as described or produced differently from the details accepted with your order.

13. Cancelling non-personalised orders

For eligible non-personalised products purchased online, you normally have the right to tell us that you wish to cancel within 14 days of receiving the product.

After telling us that you wish to cancel, you normally have a further 14 days to return it.

You may inspect the product as you would in a shop. We may reduce the refund where 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.

14. Returns and refunds

Our complete return and refund conditions are available in our Refund Policy:

https://www.freshcustomprints.co.uk/policies/refund-policy

Eligible non-personalised products may also be returned under our additional 30-day returns policy, subject to the conditions stated in the Refund Policy.

For a change-of-mind return, you are normally responsible for the return postage. We recommend using a tracked service and keeping proof of postage.

Where statutory cancellation rights apply, we will refund the amount required by law, including the basic cost of standard delivery where applicable.

A refund will normally be made using the original payment method.

15. Faulty, damaged or incorrect products

Please inspect your order when it arrives.

Contact info@freshcustomprints.co.uk as soon as reasonably possible if the product is:

• Faulty
• Damaged when delivered
• Not as described
• Different from the personalisation details accepted with your order
• Incorrectly produced because of our error

Please provide:

• Your name and order number
• A description of the problem
• Clear photographs of the product
• Photographs of the packaging and delivery label if it arrived damaged

Please keep the product and packaging while we investigate.

Depending on the circumstances and your legal rights, we may provide a repair, replacement, reprint, price reduction or refund.

Where a return is required because of a fault, damage, incorrect production or description problem, we will cover reasonable return costs.

Nothing in these Terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer law.

16. Image and print quality

The quality of a personalised print depends partly on the photograph or artwork supplied.

High-resolution, clear images normally produce the best results. Enlarging a small, blurred, compressed or low-resolution image may reduce print quality.

We will contact you before production if we identify an obvious issue that prevents us from producing an acceptable print. However, we cannot guarantee that we will identify every image-quality problem.

Minor differences caused solely by screen settings or limitations in customer-supplied artwork are not normally considered production faults.

This does not affect your legal rights if the finished product is faulty or not as described.

17. Privacy

We process personal information in accordance with our Privacy Policy:

https://www.freshcustomprints.co.uk/policies/privacy-policy

Customer-uploaded photographs and designs are normally deleted within 90 days after the order has been fulfilled, unless we reasonably need to keep them longer to resolve a complaint, replacement, dispute or legal issue.

18. Intellectual property

Unless otherwise stated, our website and its content—including text, photographs, graphics, branding, product mock-ups and layout—are owned by or licensed to Fresh Custom Prints.

You may use the website for personal shopping purposes.

You must not reproduce, modify, distribute, sell or commercially exploit our website content without written permission.

Content supplied by you remains yours, subject to the limited permission described in Section 6.

19. Discount codes and promotions

Discount codes and promotions may have additional conditions displayed when they are offered.

Unless otherwise stated:

• Discount codes cannot be exchanged for cash
• Only one discount code may be used per order
• Codes cannot be applied after an order has been placed
• Codes cannot be used outside their stated validity period
• Promotions may be changed or withdrawn before an order is placed

Changes to a promotion will not affect an order we have already accepted.

20. Website availability and external services

We try to keep our website accurate, secure and available, but we cannot guarantee uninterrupted access.

We may temporarily suspend access for maintenance, security or technical reasons.

Our website may use or link to third-party services, including Shopify, payment providers, delivery companies and social-media platforms. Those organisations may have their own terms and privacy policies.

Nothing in this section removes our legal responsibilities for products purchased directly from us.

21. Our responsibility to you

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Breach of your statutory consumer rights

Our products are intended mainly for personal and domestic use.

If you use a product for business purposes, we will not be responsible for loss of profit, revenue, business opportunity or business interruption to the extent permitted by law.

22. Events outside our reasonable control

We will not be responsible for delays caused by circumstances outside our reasonable control, such as:

• Severe weather
• Postal or courier disruption
• Industrial action
• Natural disasters
• Widespread technical failures
• Government restrictions

We will take reasonable steps to reduce the effect of the delay and keep you informed.

If a delay becomes substantial, you may have the right to cancel the affected order and receive a refund.

23. Changes to these Terms

We may update these Terms to reflect changes to our products, website, business or legal obligations.

The Terms in force when we accepted your order will continue to apply to that order. Changes will not be applied retrospectively.

24. Severability and waiver

If any part of these Terms is found to be unlawful or unenforceable, the remaining sections will continue to apply.

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

25. Governing law and disputes

These Terms and any contract between you and Fresh Custom Prints are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you may also bring legal proceedings in the courts of the country where you live.

If you have a complaint, please contact us first so we can try to resolve it:

Email: info@freshcustomprints.co.uk

26. Model cancellation form

This form may be used to cancel an eligible non-personalised order. You do not have to use this exact form, but you must clearly tell us that you wish to cancel.

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

I give notice that I wish to cancel my contract for the following product or products:

Product:
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Date:

This cancellation form does not apply to a clearly personalised or custom-made product unless the product is faulty, damaged, not as described or incorrectly produced.

27. Contact us

For questions about these Terms or an order, contact:

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