Refund policy

You have 30 days from the date you receive your order to request a return. I accept returns of any new, unused product in its original packaging, together with the receipt or proof of purchase.

If you change your mind after placing your order, you can cancel and receive a full refund as long as your order hasn’t shipped yet. The one exception is Personalised Posters, which you can cancel before they enter production, as explained below (see 'Personalised Posters').

How to start a return

All returns, whatever the reason, start through your account on my website:

Click the profile icon in the menu, or “Returns and cancellations” in the footer, and sign in with your email address. I’ll send you a six-digit code to confirm it’s you.
Find your order and click “Request return”.
If your order has more than one item, select the ones you’d like to return.
Choose a return reason and add a short note.
Click “Request return”.

I’ll review your request and email you with the next steps. Items sent back without a return request can’t be accepted.

Return shipping

For change-of-mind returns, you’re responsible for arranging and paying for return shipping, including the label. I’d recommend a tracked service, as I can’t be responsible for parcels that don’t reach me.

Damaged, defective or wrong items

Please check your order when it arrives and let me know straight away if anything is damaged, defective or not what you ordered. Request a return as above, choosing the reason that fits and adding a photo or a few words in the note. Returns in these cases are free: I’ll send you a prepaid label and make it right with a replacement or a full refund.

Personalised Posters

Posters from the Personalised Posters collection are made especially for you, so I can only accept returns if the poster arrives defective or damaged. These returns are free, and I’ll provide the shipping label.

When you order a Personalised Poster, I’ll email you a proof to approve before printing. Please check it carefully, as the poster is printed exactly as approved.

Before production: you can cancel for a full refund at any time before your poster goes to print.
After production starts: I can’t cancel the order or offer a refund if you no longer want the poster, but I’ll always replace or refund one that arrives defective or damaged.

Exchanges

The quickest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new one.

European Union 14-day cooling-off period

Notwithstanding the above, if your order is shipped to the European Union, you have the right to cancel or return it within 14 days for any reason, without giving a justification. You can do this using the returns form in your account, as described above. As with all returns, the item must be in the same condition as when you received it: unused and in its original packaging, with the receipt or proof of purchase. Return shipping is your responsibility. This right doesn’t apply to Personalised Posters, as they’re made to your specification.

Refunds

I’ll let you know once I’ve received and inspected your return, and whether the refund has been approved. If it has, you’ll be refunded to your original payment method within 7 business days. Your bank or card provider may take a little longer to process it on their end. If more than 15 business days have passed since I approved your return, please email me at hi@matcuk.design.