Returns and refunds

Email us at info@paintedmemories.co.uk with your order number and a few words about what's happened. If your print or canvas has a problem, a photo of it (and the packaging, if it's damaged) helps us sort it quickly. We typically reply within 1 working day.

We're your point of contact for everything. We'll deal with our printer and courier for you, so you don't have to.

Please don't post anything to our business address, as we don't accept returns there.

Please check your size, format and delivery address carefully before you order.

If you'd like something small changed in your artwork, such as a colour or a detail, email us straight after ordering and we'll make sure it's just right before it goes to print.

We start preparing your artwork as soon as you order, so we can't make changes or offer a refund for a change of mind. Because every piece is personalised, the usual 14-day right to cancel doesn't apply. This doesn't affect your rights if something is wrong with your order.

We check every order ourselves before it's printed, but occasionally things go wrong in the post. If your print or canvas arrives damaged, has a printing fault, or isn't the artwork, size or format you ordered, please email us as soon as you notice, ideally within 1 week.

We'll usually send you a free replacement, including delivery. If you'd rather have a refund, and the law gives you that choice, we'll respect it. For example, you can choose a refund for a faulty item within 30 days of it arriving. If a replacement doesn't fix the problem, we'll refund you.

You won't need to send anything back. A photo is all we need.

Colours can look slightly different on screen and in print, depending on your device and lighting. This is normal and isn't a fault. Damage caused after delivery, such as by sunlight or damp, isn't covered either. If you're unsure, just email us and we'll take a look.

Every order comes with a high-resolution digital file, which we email to you. When you buy, you agree to receive it straight away, so we can't offer a refund for a change of mind once it's been sent.

If your file won't open, is missing, or isn't the artwork you approved, email us and we'll fix it or send a replacement free of charge. If we can't put it right, we'll refund you.

Prints and canvases are printed and delivered within 8 working days. Canvases are often large and naturally more delicate, so they're carefully packed to make sure they reach you in perfect condition. That extra care is reflected in their price.

If yours hasn't arrived, or tracking says it's been delivered but you can't find it, please email us. We'll look into it with the courier.

If your order is lost in the post, we'll send you a free replacement. You won't have to wait for the courier to settle things with us first.

Please check your delivery address carefully before you order. If you spot a mistake, email us straight away and we'll do our best to update it before it's sent.

If an order can't be delivered because the address given was wrong or incomplete, we'll help you get it resent. In this case, we may need to charge for the extra delivery, or for a new print if the original can't be recovered. We'll always tell you the cost before going ahead. If the mistake was ours or the courier's, there's no charge.

Refunds go back to the payment method you used, usually within 14 days of us agreeing the refund. We'll email you when it's on its way. Your bank may take a few extra days to show it.

We never charge a fee for refunds, and we won't offer vouchers instead of money you're owed.

This policy sits alongside your rights under UK consumer law, including the Consumer Rights Act 2015. Personalised items like ours are exempt from the usual 14-day right to cancel, but they must still be of good quality, as described and fit for purpose. If the law gives you more than this policy does, the law comes first. You never need to quote the law to get our help.

If an order was placed under an earlier version of this policy, that version still applies to it.