Returns and refunds

Email hello@mindfulwalls.example as soon as you can with your order number. If we have not started printing we will cancel and refund you in full, and nothing needs to be posted anywhere.

Because prints are made to order this window is short, so it is worth being quick. If it has already gone into production, the fourteen-day right below still covers you.

You have fourteen days from the day you receive your order to tell us you are cancelling it. You then have a further fourteen days from telling us to get the print back to us. If your order arrived in more than one delivery, the clock starts on the day the last item arrived.

You do not need a reason. You do not need to have kept the packaging pristine, and you do not need our permission first — telling us is enough.

Goods made to a customer's specification are excluded from this right under the Consumer Contracts Regulations, and prints made to order could arguably fall inside that exclusion. We do not rely on it. Our prints come from a fixed catalogue rather than being personalised to you, and a print is something you should be able to live with for a fortnight before committing to it.

Email hello@mindfulwalls.example with your order number and the words "I am cancelling my order". That is all it takes. You can use the wording below if you prefer something formal, but you do not have to.

"I hereby give notice that I cancel my contract of sale of the following goods: [order number, print name, size]. Ordered on [date], received on [date]. [Your name and address.]"

We will confirm by email and tell you where to send the print. Please wait for that before posting anything, so it arrives somewhere we are expecting it.

Send the print back rolled in a tube, or flat between stiff board. Prints posted loose in an envelope almost always arrive creased, and a crease that happened on the way back to us is a reduction in value we may have to deduct for — so this is worth ten minutes of packing.

Please use a tracked service and keep the receipt. Until a return reaches us it is your responsibility, and a tracking number is the only way either of us can show where it got to.

• Changed your mind: you pay to send it back. We refund the price of the print and the standard delivery charge you originally paid.
• Damaged, faulty or not what you ordered: we pay, both ways. Do not post it back at your own cost — email us first and we will arrange it.

If you paid extra for expedited delivery when you ordered, we refund the standard rate rather than the upgrade. That is what the Regulations require, and it is the one part of this page customers are most often surprised by, so it is here rather than in a footnote.

You are entitled to unroll a print, look at it, hold it against the wall and decide — the test is what you could reasonably do with it in a shop. What you are not entitled to do is use it: hanging it, mounting it, trimming it or dry-mounting it goes beyond examining it.

If a print comes back creased, torn, marked, faded from a sunny wall or trimmed, we may reduce your refund to reflect what it is now worth. We will tell you the amount and why before we refund, not afterwards. Fine-art paper marks easily, so please handle it by the edges.

A missing tube or a torn-open envelope is not a problem. Packaging is not part of what you bought.

We refund within fourteen days of the print reaching us, or of you showing us it has been sent, whichever happens first. In practice it is usually the same day it arrives.

Refunds go back to the card or account you paid with. We cannot send one somewhere else, and how long it then takes to appear is up to your bank — normally three to five working days.

We do not give store credit instead of a refund unless you ask us to.

Email hello@mindfulwalls.example with your order number and a photograph of the problem, and of the tube or box if that is damaged too. A photograph is normally all we need — we will not ask you to post a damaged print back before putting it right.

We will reprint and resend, or refund you in full, whichever you would prefer. You have 30 days from delivery to reject a faulty print outright and ask for a full refund, and rights beyond that period which the terms of sale set out.

Please tell us within a few days of delivery if a print was damaged in transit. There is no legal deadline on a fault, but transit damage is much easier for us to take up with the carrier while the delivery is recent.

We do not run a formal exchange process, because everything is printed to order and a swap would mean holding your refund while a new print is made.

Ordering the size or print you actually wanted and returning the first one is faster and leaves you better protected: you get a fresh fourteen-day window on the new order, which an exchange would not give you. If you are between two sizes, email us before ordering and we will tell you honestly how each one looks on a wall.

Nothing on this page affects your statutory rights. Where this policy is more generous than the law requires, the policy applies; where the law gives you more, the law does.

For free, independent advice on those rights, contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.