Refund policy

Last updated: 14 November 2025

At Hues & Reflections, every print is made to order with care. If something isn’t right, we’ll fix it quickly and fairly.

1) Summary (quick read)

  • Change of mind (non-personalised): 14-day cooling-off period from delivery for UK/EU consumers.
  • Personalised items: Non-returnable unless faulty or damaged.
  • Faulty/damaged/incorrect: Tell us within 48 hours of delivery with photos, we’ll replace or refund.
  • Return condition: Unused, in original packaging, with proof of purchase.
  • Email to start: huesandreflections@gmail.com (include order number).

2) Cooling-off period (UK/EU consumers)

Under the Consumer Contracts Regulations 2013 (and EU equivalents), you may cancel a non-personalised order within 14 days of delivery for a refund, no reason required.

How to cancel:

  1. Email huesandreflections@gmail.com within 14 days of delivery with your order number.
  2. Return the item(s) within 14 days of your cancellation email, unused and in original packaging.
  3. You are responsible for return postage (use a tracked service and keep proof of posting).

Exclusions: Personalised/custom-made items are exempt from change-of-mind returns unless faulty. Gift cards are non-refundable (except as required by law).

Note: Your current 30-day statement can remain for goodwill, but legal minimum is 14 days for change-of-mind on eligible (non-personalised) items. This policy honours the legal standard and your made-to-order model.

3) Personalised orders (custom prints)

Personalised prints (for example names, dates, locations, uploaded photos) are non-returnable and non-refundable unless the item is faulty, damaged in transit, or we made an error (e.g., not matching the approved proof or the details you supplied).

If we made a mistake, we’ll remake or refund.

4) Faulty, damaged or incorrect items

Please inspect your delivery promptly.

  1. the product, 2. the outer packaging and 3. the shipping label.

Our remedy (Consumer Rights Act 2015): We’ll replace or refund within a reasonable time. For personalised items, we usually remake immediately. Where a return is required, we’ll cover reasonable return costs (or provide a return label).

5) Return eligibility & condition

To be eligible for a return (where permitted):

  • Item must be unused, in the same condition you received it and in original packaging with all inserts.
  • Include your order number and proof of purchase in the parcel.

Items returned used, marked, or unprotected may be refused or partially refunded.

6) How to start a return

  1. Email huesandreflections@gmail.com with your order number and reason for return.
  2. We’ll confirm eligibility and provide the return address and instructions (and a label where applicable).
  3. Send your parcel using a tracked service and keep the receipt.
  4. Once received and inspected, we’ll confirm the outcome.

Items sent back without contacting us first may not be accepted.

7) Exchanges

Fastest route: place a new order, then return the original (if eligible). We’ll process the refund when the return is received and approved.

8) Refunds (timing & method)

  • For eligible returns, we’ll notify you upon receipt and inspection.
  • If approved, refunds are issued to your original payment method.
  • Timing: usually within 10 business days after approval (banks/card providers may take longer to show the credit).
  • If it’s been more than 15 business days since approval and no refund appears, email us.

What we refund:

  • Change of mind (non-personalised): product price. Original shipping is non-refundable unless legally required.
  • Faulty/incorrect/damaged: product price and original delivery cost (where applicable). We cover return postage for these cases.

9) Non-returnable / restricted items

  • Personalised or custom-made prints (unless faulty/damaged/our error)
  • Gift cards
  • Any item returned used, marked, or incomplete
  • Items with hygiene concerns (not typical for prints)
  • Sale items: returnable only if faulty (unless otherwise stated at checkout)

(We don’t sell perishable, hazardous, or personal care goods, these are listed for completeness and do not generally apply to our catalogue.)

10) Parcels refused, uncollected or wrong address

If a parcel is refused, uncollected, or returned due to an incorrect/insufficient address:

  • Non-personalised: we can refund the product price less outbound shipping and any carrier return fees.
  • Personalised: we may deduct reasonable costs (as the item cannot be resold) or offer a paid re-delivery.

11) International orders

  • Duties/taxes charged by destination countries are non-refundable by us.
  • If a return is due to customs refusal/non-payment, see section 10.

We currently do not ship to the United States.

12) Returns address & contact

We’ll provide the correct returns address and label (if applicable) when you contact us.
Email: huesandreflections@gmail.com

13) Your statutory rights

Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Tips to reduce issues (optional to add on the page)

  • Check spelling and personalisation details carefully before checkout.
  • If we send a proof, review all elements before approving.
  • Open parcels carefully; keep packaging until you’re sure you’re happy.