Refund policy
Returns & refunds
This policy applies to physical greeting cards and posters purchased from From Us To You Prints.
Non-personalised items
You can cancel and request a refund within 14 days after delivery. Email Fromustoyouprints@gmail.com within this period. You then have a further 14 days to send the items back.
Customers pay return postage for change-of-mind returns. Please take reasonable care of the goods and package them securely. You may inspect them as you would in a shop; we may deduct any loss in value caused by handling beyond what is necessary to establish their nature and characteristics.
Personalised items
Items made to your specifications or clearly personalised cannot be returned simply because you change your mind. This does not affect your rights if an item is faulty, damaged, not as described, or made incorrectly by us.
Damaged, faulty or incorrect items
Email Fromustoyouprints@gmail.com with your order number and a description of the problem. Photographs, where possible, help us resolve the issue. We will provide an appropriate refund or replacement in accordance with your consumer rights. We pay reasonable return postage when goods are faulty, damaged, not as described, or the error is ours.
The 14-day change-of-mind window does not limit your statutory rights for faulty or misdescribed goods, including personalised items.
How to return an item
- Email Fromustoyouprints@gmail.com with your order number, the item and whether you are cancelling or reporting a problem.
- We will provide the return address and instructions, including postage arrangements when the problem is our fault. Your cancellation right does not depend on our approval.
- Package the item securely and keep proof of postage. For change-of-mind cancellations, send it back within 14 days of notifying us.
Refunds
For change-of-mind cancellations, we refund without undue delay and within 14 days of receiving the goods or evidence that you sent them back, whichever is earlier. Refunds go to the original payment method with no processing fee. Your payment provider may take additional time to display the credit.
If you cancel your entire order, we also refund the original standard delivery charge. Extra charges for upgraded delivery are not refundable for change-of-mind cancellations.
For faulty, damaged or incorrect goods, refunds are made without undue delay and within 14 days of us agreeing that you are entitled to a refund, in accordance with your statutory rights.
This policy does not affect your statutory consumer rights.