Returns & Refunds Policy

Printico Ltd · printico.co.uk · Last updated: May 2026

This policy sets out the returns and refunds terms for purchases made at printico.co.uk. Please read this carefully before placing your order. By purchasing from us you agree to the terms below. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

1. Made-to-Order Products

All Printico products — including framed prints, the Solo Set, and the Gallery Set — are produced individually at the time of order. Each item is printed and assembled specifically for you and cannot be resold to another customer.

Important: Because our products are made to your order, they fall under the personalised and made-to-specification exemption of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This means the standard 14-day cancellation right for online purchases does not apply to our products.

We will not accept returns or issue refunds on the grounds of a change of mind.

2. When We Will Accept a Return

We will accept a return and provide a full remedy in the following circumstances only:

• The item arrives damaged as a result of transit
• The item is faulty or has a manufacturing defect
• The item is materially different from the product described on our website
• We made an error with your order (wrong print, wrong frame colour etc.)

3. How to Report a Problem

If your order arrives damaged, faulty, or incorrect, you must notify us within 48 hours of receiving the item. To make a claim:

• Email us at hello@printico.co.uk with your order number
• Include clear photographs of the damage, fault, or incorrect item
• Describe the issue in as much detail as possible

Claims reported after 48 hours of delivery may not be accepted. We reserve the right to request additional evidence before processing any remedy.

4. Remedies

Where a valid claim is accepted, we will offer one of the following at our discretion:

• A free replacement of the item, produced and dispatched within 5 working days
• A full refund to your original payment method within 5–10 working days
• A partial refund where appropriate, for example where only part of an order is affected

We will not require you to return a faulty or damaged item unless we specifically request this. Where a return is required, we will cover the cost of return postage.

5. Return Packaging Requirements

Where a return is authorised by us, items must be returned securely packaged to prevent damage in transit. We strongly recommend retaining all original packaging materials for this purpose, as our products contain acrylic components that are susceptible to scratching and damage if inadequately protected.

Where an item is returned damaged as a result of inadequate packaging — including but not limited to the absence of protective corner protection or appropriate outer packaging — we reserve the right to deduct an amount reflecting the diminished value of the item from any refund issued. In cases where the item is rendered unsaleable due to transit damage caused by inadequate return packaging, the deduction may represent the full value of the item.