Refund policy

 

Returns and Refunds

If you change your mind, you can contact us within 14 days of receiving your order to request a return.

Please email us with your order number and details of the item you would like to return. Items should be returned in their original condition and packaging where possible.

Once the item has been returned and received, we will arrange a refund in line with your legal rights. The refund will normally be made to the original payment method.

Customers are responsible for the cost of returning an item because they have changed their mind, unless the item is faulty, damaged or incorrect.

This does not affect your legal rights regarding faulty, damaged or misdescribed goods.

 

Damaged or Incorrect Orders

Please check your order when it arrives.

If your print or frame arrives damaged, faulty or incorrect, please contact us as soon as possible at studio@pensalot.com. Include your order number and clear photographs of the item and packaging so that we can understand what has happened.

We will review the issue and work with you to arrange an appropriate solution, which may include a replacement, repair or refund, depending on the circumstances.

Please keep the original packaging until the issue has been resolved.

 

Cancellations

If you need to cancel an order, please contact us promptly, quoting your order number.

We will do our best to stop the order before printing or framing has begun. However, once an order has entered production, cancellation may not always be possible.

This does not affect your statutory cancellation rights or your rights regarding faulty, damaged or misdescribed goods.