Refund policy
CANCELLATIONS, RETURNS AND REFUNDS POLICY (PAPADEN / PAPADEN LTD)
Last updated: 15 July 2026
This policy explains when you can cancel, when refunds are available, and how we handle personalisation errors, delivery issues and disputes. It sits alongside your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy reduces those rights.
1. Summary
We sell personalised Digital Content (poster files) and personalised Goods (prints and framed prints). Because most items are personalised, your right to cancel for change of mind is limited. Your rights where an item is faulty, damaged or not as described are not limited.
2. Change-of-mind cancellations
2.1 Non-personalised Goods
If you are a UK consumer buying non-personalised Goods at a distance, you have 14 days after delivery to cancel for any reason. If you cancel, you must return the Goods within 14 days of telling us. We refund the item price and the standard outbound delivery charge (not any premium delivery upgrade). Return postage is your responsibility unless we agree otherwise.
2.2 Personalised Goods
Personalised Goods are excluded from the legal right to cancel for change of mind, because they are made to your specification or clearly personalised. This exclusion does not affect your rights if the item is faulty, damaged or not as described.
2.3 Digital Content
You can normally cancel within 14 days unless supply begins within that period. You lose the right to cancel once supply begins only if, at checkout, you gave express consent to supply beginning during the cancellation period and acknowledged that you would lose the right to cancel. Because our Digital Content is personalised and delivered quickly, checkout asks for that consent and acknowledgement before we begin work.
3. Personalisation: our errors vs details you supplied
3.1 If we made the error
If we applied the wrong personalisation, supplied the wrong file, made a printing error, or the item arrived damaged or defective, contact us with your order number and clear photos or screenshots. We will correct and re-send the Digital Content, or reprint and re-ship the Goods, or refund you in full or in part, as appropriate. Your statutory rights are not affected.
3.2 If the details you supplied were incorrect
If the error is due to details you provided (for example a misspelling, an incorrect date, or the wrong photo), we are not required to refund. At our discretion we may offer a corrected digital file for an additional design fee, or a discounted reprint if printing has already taken place.
Where a proof was provided and you approved it, the approved proof is the reference point for accuracy.
4. Faulty items, or items not as described (Consumer Rights Act 2015)
4.1 Goods (prints and frames)
If Goods are faulty, not fit for purpose, or not as described, you have statutory rights under the Consumer Rights Act 2015:
- Within 30 days of delivery: the short-term right to reject and receive a full refund.
- Up to 6 months: the right to ask for repair or replacement. If that fails, you can reject or ask for a price reduction. During this period it is for us to show the item was not faulty on delivery.
- Up to 6 years: you may still claim if the item was faulty at the point of delivery.
4.2 Digital Content
If Digital Content is faulty or not as described, you have statutory rights to require repair or replacement. If that is not possible or is not done within a reasonable time, you may be entitled to a price reduction, which can be up to the full price depending on the circumstances.
4.3 Telling us about a problem
Please contact us as soon as you can — the sooner we know, the faster we can fix it. Contacting us promptly helps us resolve the issue, but it is not a condition of your statutory rights, and the time limits set out in section 4.1 and 4.2 apply regardless of when you contact us.
5. Delivery problems (Goods)
If Goods are damaged in transit, or lost before delivery is completed, contact us. Risk remains with us until the Goods come into your physical possession or that of a person you nominate. If an incorrect address was entered, see section 7.
6. 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 before updating delivery details. If your email provider blocks our messages or your inbox is full, we will help by re-sending links once we have verified your order.
7. Incorrect delivery address and failed delivery (Goods)
If a parcel is returned to us because of an address error, refusal, or a failure to collect, we may re-ship once additional postage is paid; or, if the item is non-personalised and resalable, refund the item price minus outbound postage and any return charges we incurred. This section does not limit your statutory rights where the issue is our fault.
8. Refund processing
Approved refunds are processed to the original payment method. Your bank or card issuer may take additional time to post the refund to your account.
9. Chargebacks and disputes
If something is wrong, please contact us first — we can almost always resolve it faster than a chargeback. If you do raise a chargeback, we may provide evidence to the payment provider (order details, timestamps, proof approvals, delivery records and communications), and we may pause fulfilment and support for the disputed transaction until it is resolved. Raising a chargeback does not remove your statutory rights.
10. How to cancel
Email info@papaden.com with your order number and "Cancellation Request" in the subject line.
Appendix: Model cancellation form (non-personalised Goods only)
To: PAPADEN LTD, 21 West View, Wesham, Preston, England, PR4 3DA. Email: info@papaden.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature (if sent on paper):
Date:
If you are cancelling a personalised product, change-of-mind cancellation rights may not apply. Your statutory rights for faulty Goods or faulty Digital Content are not affected.
PAPADEN LTD · Company number 15673833 · 21 West View, Wesham, Preston, England, PR4 3DA · info@papaden.com