FAQ: Returns, Refunds & Your Rights

Can I cancel my order or get a refund if I change my mind?

Because our portraits and gift items are bespoke and personalized specifically for you, they are exempt from the standard 14-day "cooling-off" period under the Consumer Contracts Regulations. Once an order for a personalized print or digital file has been processed and fulfilled, it cannot be cancelled or refunded simply for a change of mind.

What are my rights under the Consumer Rights Act 2015?

Under the Consumer Rights Act, goods must be of satisfactory quality, fit for purpose, and as described. However, the Act specifies that you do not have a right to a refund or replacement if:

• A specific defect or "quality issue" was drawn to your attention before you bought the item (e.g., via email or on-screen notices).

• You examined the images (via our online preview portal) before purchasing, and that examination should have revealed the issue you are now complaining about.

There is a "flare" or "glare" in my child's glasses. Can I get a refund?

Lens flare is a natural photographic occurrence caused by light reacting with certain types of spectacle lenses (particularly those without anti-reflective coatings).

• Before Ordering: We provide a digital preview of every image. We strongly recommend reviewing these previews carefully. If you notice a flare and are unhappy with it, please contact us before placing your order.

• After Ordering: If you choose to proceed with an order after viewing the preview or after discussing the flare with our team, the order is considered "accepted" in that condition. As these are custom-printed items, we cannot offer refunds for optical flare that was visible at the point of sale.

What if my order is actually faulty?

If your prints arrive with a genuine manufacturing defect (such as physical damage, ink marks, or the wrong image being sent), please contact us within 14 days. In these cases, we will gladly provide a replacement or a correction at no extra cost to you, as per your statutory rights.

Why does the preview look different from the final print?

Our online portal provides a high-quality preview, but please note that colors and brightness can vary slightly depending on the screen settings of your phone, tablet, or computer. Our printing process uses professional-grade calibrated equipment to ensure the most accurate color representation possible.