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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Some products consist of pre-selected photographic images offered in standard sizes and finishes without personalisation or customisation. Although these products are manufactured after you place your order, they are not exempt from your statutory right to cancel.
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If you change your mind, you may cancel your order within 14 days of receiving the goods. To exercise this right, please notify us within the cancellation period and return the goods in accordance with our Returns & Refunds Policy by completing the Consumer Withdrawal Form or by sending us another clear statement that you wish to cancel your order. Unless otherwise required by law, you are responsible for the direct cost of returning the goods.
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If the goods are faulty, damaged, defective, or not as described, please follow our Defective Returns process instead. Your statutory rights are unaffected, and where required by applicable law, you will not be responsible for the cost of returning faulty goods.
Returns are handled according to the reason for the return:
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Change of Mind (Buyer's Remorse): Eligible non-personalised products may be returned in accordance with your statutory cancellation rights. Please notify us within 14 days of receiving your order and follow our Change of Mind (Buyer's Remorse) procedure. After notifying us of cancellation, goods must be returned within 14 days. Refunds will be processed within 14 days of receiving returned goods or evidence of return, whichever occurs first
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Faulty, Damaged or Incorrect Items: If your order is faulty, damaged, defective, or not as described, please contact us as soon as reasonably possible. Please refer to our Faulty, Damaged or Incorrect Items section for details of the available remedies.
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Before returning any item, please contact us so that we can provide return instructions and, where applicable, authorise the return.
Unless otherwise required by applicable UK or EU consumer protection law, customers are responsible for paying their own return shipping costs. Where UK or EU law requires us to cover the cost of return shipping, such as for goods that are faulty, damaged, defective, or not as described, we will do so in accordance with our statutory obligations.
We will confirm the outcome of the return assessment and any applicable refund, replacement, repair, or other remedy. We aim to complete a refund within 14 days where required following a statutory cancellation.
Where a refund is approved, we will process the refund within the timeframe required by applicable UK and EU consumer protection laws. Where a refund is due following cancellation, refunds will normally be issued using the original payment method and within the timeframe required by applicable consumer protection legislation. Refunds may take additional time to appear in your account depending on your payment provider or financial institution.
For change-of-mind cancellations, refunds will be processed in accordance with applicable statutory requirements once the goods have been returned or evidence of return has been provided by photo or where reasonably necessaryrequested returned for the item to be inspected.
We aim to complete return inspections within 3–5 working days of receiving the returned item.
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) ----- 14-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.
