Returns & Refunds Policy

We want you to be happy with your Pacha's Prints purchase and because many of our products are handmade and personalised especially for you, there are some differences between returning a personalised item and returning a non-personalised item.

Your statutory rights are always protected.

Personalised & Custom-Made Items

Many of our products are personalised or made to your specifications, including items featuring your own handwriting, names, dates or other personal details.

Under UK consumer law, the usual 14-day cancellation right for online purchases does not apply to goods that are made to the customer's specifications or are clearly personalised.

This means that personalised or custom-made items cannot normally be returned simply because you have changed your mind.

However, this does not affect your statutory rights if an item is faulty, damaged, not as described or does not meet the requirements of the Consumer Rights Act 2015.

Non-Personalised Items

If you purchase a non-personalised item online, you may normally have the right to cancel your order within 14 days of receiving it, without giving a reason.

If you wish to cancel under this right, please contact us within 14 days of receiving your order. You will then have a further 14 days to return the item.

The item should be returned in an appropriate condition, taking reasonable care of it while it is in your possession.

Please contact us before returning an item so that we can provide the correct return instructions.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, is faulty, is not as described, or you receive the wrong item, please contact us as soon as possible.

Please email pachasprints@gmail.com and include:

• Your full name

• Order number

• A description of the problem

• Clear photographs/Video of the item and packaging where appropriate

We will assess the issue and work with you to provide the appropriate remedy under your statutory rights. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

We may ask you to return the item so that we can inspect it.

Returns Postage

If you are returning a non-personalised item because you have changed your mind, you are normally responsible for the cost of returning the item to us.

If an item is faulty, damaged, incorrect or otherwise does not conform to the contract, please contact us before returning it so we can advise you on the next steps.

Refunds

Where you are legally entitled to a refund, we will process it without undue delay and in accordance with applicable UK consumer law.

Refunds will normally be made using the same payment method used for the original purchase, unless we agree otherwise with you.

Where a refund is due because you have exercised your legal cancellation right for a non-personalised item, the refund will normally include the cost of the standard delivery service you originally selected. Any additional cost paid for an upgraded delivery service may not be refundable.

Exchanges

We do not normally offer exchanges for personalised or custom-made items because they have been made specifically for you.

If your personalised item is faulty, damaged, incorrect or does not conform to the description, please contact us and we will work with you to resolve the issue.

How to Contact Us

If you have any questions about returns, refunds or an issue with your order, please contact:

Email: pachasprints@gmail.com

Please include your order number wherever possible so we can help you quickly.

Your Statutory Rights

Nothing in this policy affects or limits your statutory rights as a consumer.

Under UK consumer law, goods should be as described, of satisfactory quality and fit for purpose. These rights apply whether or not an item is personalised.