Refund & Returns Policy

Last updated: 21 August 2026

We want you to be happy with your NathanPrints order. This policy explains your rights when buying from us online and does not affect your statutory rights under UK consumer law.

Change-of-mind cancellations

For standard, non-personalised products bought online, you may cancel your order from the time you place it until 14 days after the goods are delivered. Tell us within that 14-day period by emailing nathan@nathanprints.co.uk with your order number and the item you wish to return.

After telling us that you wish to cancel, you must send the item back within a further 14 days. We will provide the return address and instructions by email.

Custom and personalised products

The change-of-mind cancellation right does not apply to products made to your specifications or clearly personalised for you, including items made with custom names, logos, text, dimensions or artwork. This exception does not affect your rights if an item is faulty, damaged, not as described or supplied incorrectly.

Condition of returned items

You may inspect an item as you would in a shop. Please return it complete, securely packaged and, where possible, in its original packaging. If handling beyond what is reasonably necessary reduces the item's value, we may make a lawful deduction from the refund.

Return postage

You are responsible for return postage for a change-of-mind return. We recommend obtaining proof of postage. If an item is faulty, damaged on arrival or incorrect, contact us before returning it so that we can agree the appropriate remedy and return arrangements.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, not as described or is not the item you ordered, please contact us as soon as possible with your order number and clear photographs where relevant. Reporting delivery damage within 48 hours helps us resolve it quickly, but this request does not limit your statutory rights. Depending on the circumstances and your legal rights, we will offer a repair, replacement, price reduction or refund.

Refunds

For a valid change-of-mind cancellation, we will refund the item price and the cost of our least expensive standard delivery option. Additional delivery upgrades are not refundable unless required by law. We will issue the refund within 14 days after receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier. Refunds are made to the original payment method.

If you cancel before dispatch, contact us immediately. If production has already begun on a personalised or custom-made item, the statutory change-of-mind exception may apply.

How to request a return

Email nathan@nathanprints.co.uk with your order number, the product concerned and the reason for your request before posting your return. Once agreed, send the item securely packaged to: