Refund policy

Important note on this section: because our prints are existing catalogue photographs offered in fixed, advertised sizes — rather than customised to an individual buyer's own specification — they most likely don't qualify for the UK/EU "personalised goods" exemption from the standard cancellation right. This policy is written on that basis (i.e. offering the full standard cancellation right on prints), which is the safer and more clearly compliant position. Please have this specific point confirmed by a solicitor before publishing.

 

Physical prints — your right to cancel

You have the right to cancel your order for any reason within 14 days of receiving your print(s), without needing to give a reason. To cancel, email hi@e-o.design within that window, including your order number.

  • Once you've told us you'd like to cancel, we'll refund you within 14 days.
  • For most orders, we may ask you to return the print to us; return postage is at your own cost unless the item arrived faulty, damaged, or incorrect (see below).
  • For lower-value prints, we may issue your refund without asking for the item back, at our discretion — this is simply more practical than international return postage costing more than the print itself.
  • Refunds are issued to your original payment method.

 

Faulty, damaged, or incorrect items

If your print arrives damaged, faulty, or isn't what you ordered, this is separate from the above and isn't time-limited in the same way — contact us as soon as reasonably possible with a photo of the issue, and we'll arrange a replacement or full refund, including return postage where applicable.

 

Digital files

Digital downloads are excluded from the standard 14-day cancellation right once downloaded. By completing your purchase, you expressly agree to immediate delivery of the file and acknowledge that you lose the right to cancel once download begins. If your file is corrupted, doesn't download correctly, or doesn't match its description, contact us and we'll provide a fresh download or a refund.

 

International orders

These terms apply to all customers regardless of region — we've chosen to offer the same standard everywhere rather than a different, more limited policy in some countries.