Refund policy

Everything we sell is made to order, and we do not accept returns.

Each piece is printed and framed individually once you place your order. There is no stock for it to go back to and nothing we can resell, so we cannot take a piece back because you changed your mind, picked the wrong size, or decided it does not suit the room. Please check the size and frame colour before you order.

That said, if your order arrives damaged, faulty, or not what you ordered, we put it right. That part is not a return — it is us fixing our own mistake.

If something is wrong with your order

You have 30 days from delivery to tell us about an item that is:

damaged in transit,
defective — a printing fault, a flaw in the frame or glazing, a mounting problem,
the wrong item, wrong size or wrong frame colour, or
materially different from the listing.

Email team@cinemareframed.art with your order number and photographs of the item and the packaging it arrived in. Photographs matter — they let us make a carrier claim and get a replacement moving the same day.

We will replace the piece free of charge, or refund it in full, whichever you prefer. You will not be asked to pay return shipping, and in most cases we will not ask you to send the item back.

Cancelling before production

If your order has not yet gone into production, we can usually cancel it and refund you in full. Contact us as soon as you can. Production normally begins within a few hours of the order being placed, so this window is short.

Parcels that do not arrive

If tracking shows your parcel as delivered but you do not have it, check with neighbours and your local depot first — carriers occasionally mark a parcel delivered a day early or leave it in a safe place. If it still does not appear, contact us and we will open a claim with the carrier and send a replacement.

If a parcel is returned to us because the address was incomplete or incorrect, we will contact you to arrange reshipping. A second shipping charge may apply.

Refunds

Approved refunds are issued to the original payment method. Your bank or card issuer usually posts them within 5–10 business days of us processing them; the timing after that point is out of our hands.

Original shipping charges are refunded where the fault was ours — damaged, defective, wrong item, or an order we could not fulfil.

Sale items and gifts

Sale and discounted items are covered by this policy in exactly the same way. If an item was sent as a gift, the person who placed the order is the one we can refund, but we are happy to arrange a replacement directly with the recipient.

Your statutory rights

Nothing in this policy limits any rights you have under consumer law that cannot be limited by agreement. Where the law gives you a remedy for a faulty or misdescribed item, you keep it.