Returns and Refund Policy for EU and the UK
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Return Policy
This return policy is designed to ensure a smooth shopping experience for customers.
Your legal right to cancel
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Many of our products are produced after an order is placed. However, whether a product is excluded from cancellation rights depends on whether it has been personalised or made to the customer's specifications, rather than simply being made after purchase. We encourage customers to contact us as soon as possible if they wish to amend or cancel an order. We aim to delay production for approximately 30 minutes after an order is placed to allow time for cancellation requests. If production has already commenced, we may be unable to amend or cancel your order, or we may deduct any reasonable costs already incurred, where permitted by applicable law.
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This policy does not affect your statutory consumer rights, including any applicable right to cancel under UK or EU consumer protection legislation. Please refer to our Change of Mind (Buyer's Remorse) and Faulty, Damaged or Incorrect Items sections for details of those rights.
If you receive an item that is faulty, damaged, defective, or not as described, please contact us as soon as reasonably possible after receiving your order. We may ask you to provide photographs or other information to help us assess the issue and determine the appropriate remedy.
Consumers in the UK and EU have statutory legal rights in relation to goods that are faulty, defective, or not as described. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund, price reduction, or other appropriate remedy. These statutory rights are not affected by this Returns Policy. Nothing in this Returns Policy limits or excludes any statutory rights available to consumers under applicable law.
If you believe a product is defective, please contact us as soon as reasonably possible at chrisbaguleyphotography@gmail.com or by completing our Consumer Withdrawal Form. Please include your order ID, email address, a brief description of the issue, and, where possible, photographs of the defect. We aim to respond to all claims within three working days.
Where appropriate, we may ask you to return the product so that we can inspect the reported defect before determining the appropriate remedy.
Made-to-Order Products
Many of our products are produced after an order is placed. Products that are personalised or made to the customer's specific requirements may not be eligible for cancellation rights under applicable consumer law. Standard, non-personalised products remain subject to applicable statutory cancellation rights.
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For eligible online purchases, UK and EU consumer law generally provides a statutory right to notify us of cancellation within 14 days of receiving the goods. After notifying us, the goods must generally be returned within a further 14 days.
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In addition to these statutory rights, we voluntarily extend the period in which eligible customers may notify us of a change-of-mind return to 30 days from receiving the goods. Any rights offered beyond the statutory cancellation period form part of our voluntary returns policy and do not limit your statutory rights.
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Photographic prints selected from our standard range of images, sizes and finishes, without personalisation or customisation, are eligible under this policy even though they are produced after the order is placed. Clearly personalised or custom-made products may be excluded from change-of-mind cancellation where permitted by law.
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To cancel, please notify us in writing within the applicable cancellation period. You may use the Consumer Withdrawal Form or send another clear statement confirming that you wish to cancel. Unless otherwise required by law, you are responsible for the direct cost of returning the goods.
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If an item is faulty, damaged, defective or not as described, please use our Defective Returns process instead. Your statutory rights are unaffected, and you will not be responsible for reasonable return costs where the law requires us to bear them.
Change of Mind: For eligible UK and EU online purchases, the statutory cancellation period is generally 14 days from receiving the goods. Under our voluntary returns policy, we extend the period in which eligible customers may notify us of a change-of-mind return to 30 days from receiving the goods. Once cancellation has been notified, the goods must be returned within 14 days.
• Refund Timing: Where a refund is due, it will be processed within 14 days of our receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever occurs first. We may withhold the refund until one of these conditions has been met, where permitted by law.
• Faulty, Damaged or Incorrect Items: If an item is faulty, damaged on arrival, defective, incorrectly supplied or not as described, please contact us as soon as reasonably possible and refer to our Faulty, Damaged or Incorrect Items section. Your statutory rights and available remedies are unaffected.
• Please contact us before returning an item so that we can provide the correct return address and practical return instructions. Obtaining prior authorisation is not a condition of exercising any statutory cancellation or consumer right.
• For eligible change-of-mind returns, customers are responsible for the direct cost of returning the goods unless otherwise required by applicable law.
• Where an item is faulty, damaged on arrival, defective, incorrectly supplied or not as described, we will cover reasonable and necessary return costs where required by law. Please contact us before arranging the return so that we can provide the appropriate instructions.
• Return costs for larger artworks that cannot normally be returned by post vary according to the artwork’s size and the collection location. Please contact us before placing your order, and we will provide a personalised estimate of the direct return cost before purchase.
We will confirm the outcome of the return assessment and any applicable refund, replacement, repair or other remedy.
Where a refund is due following a statutory cancellation or under our voluntary 30-day change-of-mind returns policy, it will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first. Evidence of return may include a postal receipt, courier receipt or tracking confirmation.
Refunds will normally be issued using the original payment method. Where required by applicable consumer law, the refund will include the cost of standard outbound delivery. Additional time may be required for the refund to appear in your account after it has been processed, depending on your payment provider or financial institution.
We aim to inspect returned items within 3–5 working days of receiving them. This inspection period will not affect any refund deadline required by applicable consumer law.
Personalised and custom-made products
Products produced using a customer's own specifications or that are clearly personalised are exempt from the statutory right to cancel where permitted by applicable law. Products selected from our standard catalogue in standard sizes and finishes remain subject to applicable statutory cancellation rights, even if they are manufactured after an order is placed.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) and, for customers in the European Union, applicable national consumer protection laws implementing EU consumer protection requirements, the statutory right to cancel does not apply to goods that are made to the consumer’s specifications or are clearly personalised.
Once production of a custom-made or personalised product has commenced, we may be unable to cancel or amend your order, except where required by applicable law or where the goods are faulty, damaged, or not as described.
Further Enquiries
For any further enquiries or specific questions regarding the delivery and return policy, customers are encouraged to contact Baguley Fine Art Photography directly for a response within five working days.
Product Type Returns table
Product type
Cancellation Rights
Standard prints (non-personalised) ----- 30-day cancellation applies
Personalised/custom prints ----- Excluded where legally permitted
Faulty/damaged items ----- Replacement/refund available
Condition of returned goods
If you cancel your purchase under your statutory cancellation rights, you may inspect the goods as you would in a shop. If the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a deduction from your refund to reflect any reduction in value, where permitted by law.
