Refund policy
Returns, Cancellation & Refund Policy
All of our fine-art photographic prints are produced individually to order. We do not hold pre-manufactured print inventory. When you place an order, your selected artwork, size and other selected specifications are submitted to our specialist print-on-demand production partner for manufacture specifically in fulfilment of your order.
Please read the following policy carefully before placing an order.
1. Cancelling your order
We provide a 24-hour cancellation window from the time your order is placed.
If you wish to cancel, please contact us within 24 hours of placing your order at:
info@sussexseaandsky.co.uk
Please include your name and order number.
Provided production has not commenced, we will cancel the order and issue a full refund.
We use an automated print-on-demand fulfilment system and orders enter production after the applicable order-processing period. Once an order has entered production, manufacture has commenced and cancellation cannot normally be accepted.
If we are able to stop an order before production despite the 24-hour period having expired, we may do so at our discretion, but we cannot guarantee this.
2. Made-to-order prints and change-of-mind returns
Our physical fine-art prints are manufactured to order following the customer's purchase rather than being supplied from pre-manufactured inventory.
Where a product is made to the consumer's specifications or is clearly personalised within the meaning of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory right to cancel does not apply.
Accordingly, where this exception applies, once production of your made-to-order print has commenced we do not accept cancellations or returns merely because you have changed your mind, no longer want the artwork, selected the wrong size or subsequently decide that the product is unsuitable for your intended location.
This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied, misdescribed or otherwise do not conform to the contract.
3. Please check your order carefully
Before completing your purchase, please check:
- the artwork selected;
- print dimensions and orientation;
- paper, finish or other material options
- quantity; and
- delivery details.
Dimensions and product specifications are provided on the relevant product page. Please measure your intended display space before ordering.
If you discover an error immediately after ordering, contact us as soon as possible and within the 24-hour cancellation window.
4. Damaged, defective or incorrect orders
We take responsibility for ensuring that the goods supplied to you comply with your statutory rights.
If your print arrives damaged, defective, incorrectly produced or is not the product you ordered, please contact us promptly at:
info@sussexseaandsky.co.uk
Please provide your order number, a description of the problem and clear photographs showing the issue.
For damage occurring during delivery, we may also ask for photographs of the external and internal packaging. Please retain the print and its original packaging until we confirm how the matter will be resolved.
Where appropriate, we will arrange a replacement, refund or other remedy to which you are entitled.
You will not be required to bear return costs where applicable law requires those costs to be borne by us.
Please do not return damaged or defective artwork to any address unless we have provided return instructions.
5. Do not return products to the manufacturing address
Our prints are produced and dispatched by specialist fulfilment facilities.
Do not send a product back to the address shown on the parcel, shipping label or other packaging unless we specifically instruct you to do so.
If a return is required, we will provide the appropriate instructions.
6. Colour and screen representation
We take reasonable care to represent our photographs accurately online. However, a physical fine-art print may not appear identical to the image displayed on your screen.
Computer monitors, phones and tablets vary in brightness, calibration, colour profile and display technology. Ambient lighting can also substantially affect the appearance of both screens and physical artwork.
Reasonable differences resulting solely from screen settings, display technology or viewing conditions do not necessarily mean that a correctly produced print is defective or misdescribed.
This does not affect your statutory rights where the physical product is genuinely faulty or materially different from its description.
7. Print dimensions
Print dimensions are stated on the relevant product page.
Customers are responsible for checking the stated dimensions before purchasing.
Ordering an incorrect standard size does not in itself make a correctly manufactured product faulty.
If you notice that you have ordered the wrong size within the 24-hour cancellation window, contact us immediately.
8. Delivery damage
If a parcel appears damaged when delivered, please photograph the packaging before opening it where reasonably possible.
After opening, photograph any damage to the print and retain all packaging.
Contact us promptly so that we can investigate the issue with our production and delivery partners and arrange the appropriate remedy.
9. Refunds
Where a refund is due, it will be returned to the original payment method unless otherwise agreed or required by law.
The time taken for funds to appear after a refund has been processed can depend on your bank or payment provider.
Nothing in this policy limits our obligation to provide refunds or other remedies where required by law.
10. Your statutory rights
Nothing in this policy is intended to exclude, restrict or replace any rights or remedies that cannot lawfully be excluded or restricted.
UK consumers have statutory rights in relation to goods, including rights concerning goods that are faulty, not as described or otherwise do not conform to the contract.
Where there is any conflict between this policy and a mandatory right provided by applicable consumer law, the applicable statutory right will prevail.