Refund policy

Returns

We accept returns on all standard prints within 14 days of delivery, for any reason.

Bespoke orders (such as custom crops or non-standard sizes made specially for you) cannot be returned. Please note: return postage for change-of-mind returns is paid by the customer.

If your print arrives faulty or damaged, email us with your order number and photos, and we will replace it or refund you, including return postage. This policy applies to consumer purchases.

Orders placed by or for a business, and orders of more than 3 prints, are handled by arrangement and cannot be returned unless faulty. If you are planning a larger order, we recommend ordering a single print first to check the colour and paper. Please contact us before ordering.

How to return an item

Email us at info@quayandcanal.co.uk with your order number within 14 days of receiving your order. We will reply with our return address. Please post the item back within 14 days of contacting us, and do not send it to any manufacturer address printed on the package. We recommend a tracked service, and please keep your proof of postage.

Items must come back in the condition they arrived, securely packed. If an item is returned damaged, marked, or used, we will reduce the refund to reflect its loss in value. Where the item can no longer be sold, this means no refund will be given for it.

Refunds

Once we receive your return (or evidence that you have posted it), we will refund you to your original payment method within 14 days. Refunds for change-of-mind returns do not include the cost of return postage, which is paid by the customer. If an item is returned damaged, marked or used, we may reduce the refund to reflect any loss in its value.

Damaged, faulty, or misprinted items

Email us at info@quayandcanal.co.uk as soon as possible with your order number and clear photos of both the problem and the packaging it arrived in. In the case of damaged, faulty or misprinted items, we will make and send a replacement free of charge or issue a full refund. If we request a return of the faulty item, we will provide a pre-paid label or fully cover your return postage costs. Please keep the item and packaging until we have resolved your claim.

Your statutory rights are not affected.