Close returns details
Last updated: October 2026
This policy explains what to do if something you’ve bought from us is faulty or damaged, or if you’ve simply changed your mind. It forms part of our Terms & Conditions and doesn’t affect your legal rights.
If your order is faulty, damaged or not as described This covers anything that arrives damaged, develops a fault, isn’t what you ordered, or doesn’t match its description or photos.
1. Tell us. Email [email protected] with your order number and photos of the item and its packaging. If the box or tube looks damaged when it arrives, please photograph it before opening. Keep the packaging for now.
If something was damaged in transit, telling us within a few days helps us claim from the courier. It isn’t a deadline: you don’t lose your rights by telling us later.
2. Wait for our return instructions. We’ll cover the cost of the return. We’ll send you a prepaid label, arrange a courier collection, or refund your reasonable postage costs. For framed or large works, we’ll arrange a collection. Sometimes we won’t need the item back at all.
3. Choose how we put it right.
• Within 30 days of delivery: you can have a full refund, or a replacement if we have one.
• After 30 days: you can ask us to repair or replace the item. If we can’t (for example, because the edition has sold out), or the repair or replacement doesn’t fix the problem, you can keep the item with a price reduction or return it for a refund.
• If you return an item for a refund more than six months after delivery, we may reduce the refund to reflect the use you’ve had of it.
Your refund covers the price of the item and the delivery charge you paid. We’ll refund you within 14 days of agreeing that you’re entitled to it, to your original payment method.
Problems that appear within six months of delivery are treated as having been there on delivery, unless we can show otherwise. After six months, you may need to show that the problem was there when the item was delivered.
What isn’t a fault
• Natural variations that are part of a hand-made print, such as slight differences in ink coverage, colour or registration between prints in an edition, and deckled or hand-torn edges. Our listings and Buyer’s Guide to Screen Prints explain these.
• Damage caused after delivery, such as accidental damage, damage from framing or hanging, or fading and marks from direct sunlight or damp.
• Normal wear and tear.
If you’ve changed your mind
You can return most items within 30 days of the day you receive them, for any reason. The law gives you 14 days; we give you 30.
Items you can’t return because you’ve changed your mind
• Items made to your specifications, such as commissioned artwork, or bespoke framing to your own choices rather than the frames shown on our listingsTerms & Conditions )
These items are still fully covered if they’re faulty, damaged or not as described.
How to return an item
1. Tell us within 30 days of delivery. Email [email protected] with your order number and the items you’re returning. You can use the cancellation form at the end of this policy, but you don’t have to.
2. Send the item back within 14 days of telling us , to Print Club London, Unit 3, 10–28 Millers Avenue, London E8 2DS.
3. Pack it carefully. Use the original packaging if you still have it, or a sturdy tube or box that protects it just as well. The item is your responsibility until it reaches us, so we recommend a tracked and insured service. Keep your proof of postage.
Return postage
You pay the cost of sending the item back.
• Unframed prints and most other items can be posted back to us.
• Framed artwork usually can’t go by post. Contact us and we’ll arrange a courier collection, then deduct the cost from your refund. This is up to £19.50 for a framed print, or £29.50 for an extra-large framed print (over 560 × 760 mm). You can arrange your own courier instead if you prefer.
Condition of returned items
You can unwrap and inspect an item as you would in a shop. Please don’t frame, mount, hang or write on it while you decide.
If an item comes back with its value reduced because it was handled more than that, we may reduce your refund to reflect the loss in value. In some cases this may be the full value. We’ll send you photos and explain before making any deduction.
Your refund
• We’ll refund the price of the item.
• If you return your whole order, we’ll also refund the standard delivery charge. If you paid for express or priority delivery, we’ll refund the standard rate for your order instead of the full amount.
• If you return only part of an order, we’ll refund any part of the delivery charge that was only for the items you’re returning.
• If we arranged a courier collection, we’ll deduct its cost.
• We’ll refund you within 14 days of receiving the item back, or of you giving us proof that you’ve sent it, whichever is sooner.
• Refunds go to your original payment method, with no fee.
Exchanges
If you’d like a different work instead, return the item for a refund and place a new order. Delivery charges apply to the new order.
Cancelling before we dispatch
Email us as soon as possible. If we haven’t sent your order yet, we’ll cancel it and refund everything you paid, including delivery.
After 30 days
We may accept a later return as a goodwill gesture, with a refund or a credit note. This is at our discretion and doesn’t affect your rights if an item is faulty.
Collection orders
If you ordered online for collection, you can cancel at any time before you collect, for a full refund. Once you’ve collected, you have 30 days to return the item under the change-of-mind rules above.
Gifts
If you bought something as a gift, the recipient can return it using your order number. Refunds go to the original payment method. If the recipient prefers, we can offer an exchange or a credit note instead.
Orders outside the UK
• The same rules apply.
• If you change your mind, you pay the return postage. If your order is faulty or damaged, we pay.
• We can’t refund import duties or taxes you paid on delivery, as these go to your local customs authority. You may be able to reclaim them from that authority.
• If you refuse to pay import charges and the parcel comes back to us, we’ll treat it as a change-of-mind return. We’ll refund the item price and the standard delivery charge, less the actual return costs and charges we’re billed.
Gift vouchers
You can get a refund for an unused gift voucher within 30 days of buying it. We’ll refund the full amount you paid, including any postage, to the original purchaser’s payment method.
Bought in person?
If you bought from our gallery or studio in person, the faulty goods rights above apply in full. The law doesn’t give a right to return in-person purchases because you’ve changed your mind, but get in touch and we’ll see what we can do.
