Last Updated: October 2025
Your Rights
At Scottish Wall Art, we are committed to ensuring your satisfaction with our products. This Returns and Refunds Policy outlines your rights under UK law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Personalised/Custom Products
As all our prints are made to order specifically for you, they are considered personalised items under UK consumer law. Personalised products are exempt from the standard 14-day cooling-off period for distance selling, meaning you cannot return a print simply because you have changed your mind.
Right to Return
You may return your print and receive a full refund in the following circumstances:
1. Faulty or Damaged Items
If your print arrives damaged, defective, or not as described, you have the right to:
- A full refund
- A replacement at no additional cost
You must notify us within 14 days of receiving your order.
2. Our Error
If we have made an error with your order (wrong image, wrong size, printing error), we will:
- Provide a full refund, or
- Send a replacement free of charge
3. Quality Issues
If the print quality does not meet acceptable standards due to a fault in our production process, we will provide a refund or replacement.
How to Return an Item
If you believe your print is faulty, damaged, or incorrect:
- Contact us within 14 days of receiving your order
- Email us at [your email address] with:
- Your order number
- Photographs clearly showing the issue
- A description of the problem
- Wait for our response before returning the item
- If approved, return the item in its original packaging within 14 days of our approval
Refund Process
Once we receive and inspect your returned item:
- Approved returns: Refunds will be processed within 14 days to your original payment method
- Rejected returns: We will contact you to discuss the issue or return the item to you
Return Shipping Costs
- Faulty/damaged items or our error: We will cover all return shipping costs
- Change of mind: As these are personalised items, returns for this reason are not accepted
Exclusions
We cannot accept returns for:
- Change of mind or buyer’s remorse
- Colour variations due to different monitor/screen settings
- Minor variations in print appearance that fall within normal print production tolerances
- Damage caused after delivery
- Items returned without prior authorisation
Damaged in Transit
Please inspect your order upon delivery. If the packaging appears damaged, please note this with the courier and contact us immediately with photographs.
Contact Us
If you have any questions about our Returns Policy or need to initiate a return:
Email: info@scottishwallart.com
Response time: We aim to respond within 48 hours
Your Statutory Rights
This policy does not affect your statutory rights under UK consumer law. For more information about your rights, visit the Citizens Advice website at www.citizensadvice.org.uk