REFUNDS & CANCELLATION POLICY

1. Summary

We sell personalised Digital Content and personalised physical Goods (prints and frames). Because most items are personalised, your right to cancel for change of mind is often limited.

• When you can cancel
• When refunds are available
• How we handle errors and disputes

2. Change-of-mind cancellations (Consumer Contracts Regulations)

2.1 Non-personalised Goods (if applicable)

If you are a UK Consumer buying non-personalised Goods at a distance, you generally have 14 days after delivery to cancel for any reason.

If you cancel:

• You must return the Goods within 14 days of cancelling.
• We refund the item price and the standard outbound delivery charge (if any), but not any premium delivery upgrade, in accordance with the Regulations and guidance. Return costs are your responsibility unless we agree otherwise.

2.2 Personalised Goods

Personalised Goods are excluded from the legal right to cancel for change of mind where they are made to your specifications or clearly personalised. This does not affect your rights if the item is faulty or not as described.

2.3 Digital Content

Digital Content has special rules. If you are a Consumer, you can normally cancel within 14 days unless supply begins within that period.

Where you request/accept delivery of Digital Content within the cancellation period, you lose the right to cancel only if:

• You gave express consent to supply beginning during the cancellation period; and
• You acknowledged you would lose the right to cancel once supply begins.

3. Customer-input errors vs our errors (Personalisation rules)

3.1 If we made the error (seller fault)

If we have made a mistake (for example wrong personalisation applied, wrong file supplied, printing error, damage in transit, or a defect), contact us with:

• Your order number
• Clear photos/screenshots showing the issue

We will, as appropriate:

• Correct and re-send the Digital Content, or
• Reprint and re-ship the Goods, or
• Offer a refund (full or partial) depending on the circumstances.

Your statutory rights are not affected.

3.2 If you made the error (customer input)

If the error is due to incorrect details you provided (for example misspelling, incorrect date, wrong photo), we are not required to refund.

We may, at our discretion, offer one of the following:

• A corrected digital file for an additional fee (design time), or
• A discounted reprint/reframe option if printing has already occurred.

If a proof was provided and approved by you, we treat the approved proof as the reference point for accuracy.

4. Faulty items, not as described, or poor quality (Consumer Rights Act 2015)

4.1 Goods (prints and frames)

If Goods are faulty or not as described, you have statutory rights under the Consumer Rights Act 2015, including the short-term right to reject in appropriate cases and/or repair/replacement and price reduction remedies.

4.2 Digital Content

If Digital Content is faulty or not as described, you have statutory rights to require repair or replacement, and if that is not possible or not done properly, you may be entitled to a price reduction (which can be up to the full price, depending on circumstances).

5. Delivery problems (Goods)

• If Goods are damaged in transit, or lost before delivery is completed, contact us. Risk remains with us until delivery to you or your nominated person (subject to statutory rules).
• If you entered an incorrect address, see section 7.

6. Incorrect email and download issues (Digital Content)

Digital delivery relies on accurate contact details.

• If you provided the wrong email address, we may need to verify your identity and update delivery details.
• If your email provider blocks messages or your inbox is full, you remain responsible for receiving delivery. We will provide reasonable assistance (for example re-sending links) after verifying your order.

7. Incorrect delivery address and failed delivery (Goods)

If a parcel is returned due to an address error, refusal, or failure to collect, we may:

• Re-ship only after additional postage is paid; or
• If the item is non-personalised and resalable, refund the item price minus outbound postage and any return charges incurred.

This section does not limit your statutory rights where the issue is our fault.

8. Refund processing times

Approved refunds are processed back to the original payment method. Banks/card issuers may take additional time to post the refund.

9. Chargebacks and disputes

If you consider there is an issue, contact us first so we can resolve it quickly.

If you initiate a chargeback:

• We may provide evidence to the payment provider (order details, timestamps, proof approvals, delivery records, and communications); and
• We reserve the right to suspend order fulfilment and customer support for the disputed transaction until the dispute is resolved.

Chargebacks do not remove your statutory rights, but they often slow down resolution.

10. How to cancel (where cancellation applies)

Email us at info@papaden.co.uk with your order number and “Cancellation Request” in the subject line.

Appendix: Model cancellation form (for non-personalised Goods only, if applicable)

If you are cancelling a personalised product, please note that change-of-mind cancellation rights may not apply. Your statutory rights for faulty goods or faulty digital content are not affected.