Refund and Returns Policy

Overview

At ArtFam, we sell both personalised and non-personalised prints, posters, and framed artwork.

Because some of our products are made specifically for you using your photo, names, dates, vows, messages, or other personal details, different return rules apply depending on the type of item ordered.

Personalised Products

Personalised products include any custom artwork or made-to-order item created specifically for you.

This includes items made using:

  • your photos
  • names
  • dates
  • wedding vows
  • quotes or messages
  • other personal details provided by you

Cancellations

You may request to cancel your personalised order before work has started.

Once work has begun on a personalised or custom item, we cannot offer a refund for change of mind. This is because the item is made specifically for you and cannot be resold.

Refunds and exchanges for personalised items

We only offer refunds, replacements, or exchanges for personalised items if:

  • the item arrives damaged
  • the item arrives faulty
  • the wrong item has been sent due to our error

We cannot offer refunds or exchanges for personalised items if:

  • you change your mind after work has started
  • you provided incorrect spelling, dates, wording, or images
  • you no longer want the item once it has been designed or produced
  • the final item matches the approved preview or the details you provided

Please check all personalisation details carefully before placing your order.

Non-Personalised Products

For non-personalised items, including standard posters and wall art that are not custom-made, you may request a return within 14 days of delivery.

To be eligible for a return, the item must be:

  • unused
  • in its original condition
  • in its original packaging

Once we receive and inspect the returned item, we will let you know whether your refund has been approved.

If approved, your refund will be returned to your original payment method within a reasonable number of working days.

Sale Items

We can still offer refunds for sale items, provided they are not personalised or custom-made.

If a sale item is non-personalised, it may be returned in line with our normal returns conditions.

If a sale item is personalised or custom-made, it cannot be refunded for change of mind once work has begun, as it has been created specifically for you and cannot be resold.

Damaged, Faulty, or Incorrect Orders

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery at artfamuk@gmail.com.

Please include:

  • your order number
  • a short description of the issue
  • clear photos of the item and packaging

We will review the issue and, where appropriate, offer a replacement, exchange, or refund.

Returns

If your return is approved, we will provide instructions on where to send the item.

Please do not send any item back without contacting us first.

Return address:
Milton Keynes, MK4 2ER

Unless the item is faulty, damaged, or incorrect due to our error, you may be responsible for return postage costs.

We recommend using a tracked delivery service, as we cannot guarantee that we will receive your returned item otherwise.

Refund Processing

If your refund is approved, it will be processed back to your original payment method.

Please note that refunds can take several working days to appear, depending on your bank or payment provider.

If you have not received your refund after a reasonable time, please contact us at artfamuk@gmail.com.

Exchanges

We only replace items where they are:

  • damaged
  • faulty
  • incorrect due to our error

If you believe your item qualifies for an exchange, please contact us at artfamuk@gmail.com

Gift Orders

If an item was purchased as a gift and there is an issue with the order, please contact us and we will do our best to help.

Need Help?

If you have any questions about this policy, please contact us at:

Email: artfamuk@gmail.com
Website: https://artfam.co.uk