Refund policy

At Split Canvas Prints, we want you to be happy with your canvas prints. If there is a problem with your order, please contact us or email support@splitcanvasprints.co.uk with your order number and details of the issue.

Faulty, incorrect or damaged items — no return needed

If your canvas arrives damaged, is faulty or does not match your order, please contact us with your order number and clear photos where possible so we can assess the issue. Once the issue is confirmed, we will arrange a free replacement without asking you to return the original. Where you are legally entitled to a refund, we will provide one. Your statutory rights are unaffected.

Please contact us promptly, preferably within 30 days of delivery. This request does not limit your statutory rights or any longer period in which you may be entitled to a remedy. We aim to review your request within 3 business days. Damage or loss caused by the customer is not covered by our replacement policy.

Personalised items and changes of mind

Each personalised canvas is made especially for you using your photo or individual specifications. We do not accept change-of-mind returns or refunds for correctly fulfilled personalised orders. Please check your photo, layout and dimensions carefully before approving your design.

If you need a change before production, contact us as soon as possible and we will try to help. Cancellation requests are handled as explained below. These personalised-item conditions do not apply to faulty, incorrect or damaged goods, or automatically to non-personalised products.

Non-personalised items and sale items

For non-personalised goods bought online, you can notify us that you wish to cancel within 14 days after delivery and then return the goods within a further 14 days. Contact us for the return address and instructions. You are responsible for the direct return postage for a change of mind; we recommend a tracked service and keeping proof of postage. We do not charge a restocking fee.

Where this statutory cancellation right applies, we refund the item price and the standard outbound delivery charge, if any, within 14 days of receiving the goods back or evidence that you have sent them, whichever is earlier. We may deduct for any loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning.

Sale and discounted items have the same statutory rights as full-price items. Gift cards are not refundable for a change of mind, except where required by law.

Order changes and cancellations

We can cancel your order if you contact us within 12 hours of placing it. The design-deposit conditions below apply if you have already approved a design.

After 12 hours, contact us as soon as possible. We will try to stop production or intercept the shipment, but cannot guarantee this will be possible. If we agree to cancel a personalised order, we may deduct only reasonable costs already incurred for that order that cannot be recovered. We will take reasonable steps to reduce those costs and explain the amount and breakdown before refunding the remaining balance.

Any design deposit retained will count towards that cost calculation, so you will not be charged twice for the same cost. These cancellation deductions do not override your statutory cancellation rights for non-personalised goods or your rights where goods or services are faulty, incorrect or not supplied as agreed.

£4.99 custom request deposit

The £4.99 deposit is credited in full towards your final order total and deducted from the remaining balance. After receiving your design details, we will send you a design and final quote for your approval before printing.

If you are unhappy with the design before you have explicitly approved it, you can request a full refund of the deposit. Once you have explicitly approved the design, the deposit is not refundable merely because you change your mind. This does not affect your statutory rights, including any right to a refund if we do not provide what was agreed.

Refund processing

We will confirm the outcome of your request by email. Approved refunds are issued to your original payment method within 2–3 working days, subject to any shorter legal deadline. Your bank or payment provider may take additional time to display the refund. If it has not appeared, please check with your payment provider and then contact us at support@splitcanvasprints.co.uk.

Nothing in this policy limits your statutory consumer rights.