Refund policy

REFUND & RETURNS POLICY (PAPADEN / PAPADEN LTD)
Last updated: 24.01.2025

1. What we sell

We sell personalised newspaper-style posters. These are decorative artwork and not an actual newspaper publication. Depending on the option selected at checkout, we supply:

  • Digital Content: personalised files supplied digitally (for example a digital PDF download, and/or PNG where stated), or

  • Goods: printed posters and/or framed prints shipped to a delivery address.

2. Change-of-mind returns and cancellations

Because most items are made to your specification, personalised/custom items are not eligible for returns or refunds for change of mind once personalisation work has started.

This does not affect your rights if an item is faulty, damaged, incorrect, or not as described.

Non-personalised Goods (if applicable): If we ever offer non-personalised physical goods, you may have a legal right to cancel within 14 days after delivery (subject to conditions). If this applies, the product page will clearly state that the item is non-personalised.

3. Digital items (digital files)

Digital items are normally non-refundable once delivered, especially where the file is personalised.

We will resolve issues where:

  • the wrong file was supplied,

  • the file is corrupted or cannot be opened due to a technical issue on our side, or

  • the digital content is faulty or not as described.

Important: If digital supply begins within the cancellation period, you may be asked at checkout to provide express consent and acknowledgement that the right to cancel is lost once supply begins.

4. If there is a problem: how to report it

Please contact us as soon as possible, and in any case within:

  • 14 days of delivery for physical Goods, or

  • 7 days of delivery for Digital Content (delivery means the file/link is sent to your order email address and/or made available in your account).

To help us resolve the issue quickly, include:

  • your order number,

  • a short description of the issue, and

  • clear photos (for print/frame issues or transit damage) or screenshots (for digital file issues).

5. What we will do (remedies)

If the issue is confirmed to be our responsibility (for example a defect, damage in transit, printing error, wrong personalisation applied, or wrong item/file supplied), we will offer an appropriate remedy, which may include:

  • a corrected digital file (re-sent),

  • a replacement reprint/re-ship (for physical goods), or

  • a refund (full or partial), depending on circumstances.

6. Customer-provided details (personalisation accuracy)

You are responsible for ensuring all personalisation details (names, dates, text, photo) are correct.

If an error is caused by incorrect details supplied by you (for example a misspelling, wrong date, or wrong photo), this is not considered a product fault. In these cases, refunds are not required. Where possible, we may offer (at our discretion):

  • a corrected digital file, or

  • a replacement/reprint option.

7. Address and delivery issues (physical goods)

Please ensure your delivery address is complete and accurate. If a parcel is returned due to an address error, refusal, or failure to collect, we may require additional postage to re-ship.

8. Refund processing

Approved refunds are returned to the original payment method. Banks and card issuers may take additional time to post the refund.