Returns, Refunds & Cancellations
At Fantasy Prints, we want every customer to be satisfied with their purchase.
Many of our products are printed, manufactured or personalised specifically for individual orders. Our returns and cancellation arrangements therefore depend on the type of product purchased and the reason for the return.
Nothing in this policy affects your statutory rights.
1. Personalised and Bespoke Products
Many Fantasy Prints products are produced to customer-specific requirements, including custom artwork, logos, photographs, names, messages, measurements or other bespoke specifications.
Examples may include:
- Custom printed Foamex and Correx boards
- Printed banners and business signage
- Personalised gifts
- Clothing embroidered or printed with individual branding
- Custom vehicle graphics and magnetic signs
- Other products made to individual customer specifications
Where a product is genuinely made to your specifications or clearly personalised, the normal statutory 14-day change-of-mind cancellation right does not apply.
This means we are generally unable to accept change-of-mind returns of qualifying personalised products.
However, you retain your statutory rights if the goods are faulty, not as described or otherwise do not meet applicable legal requirements.
2. Standard and Non-Personalised Products
For eligible standard, non-personalised goods purchased online by consumers, you normally have the right to cancel your order within 14 days after receiving the goods, without giving a reason.
You must notify us of your decision to cancel within that period.
After notifying us, you normally have a further 14 days to return the goods.
You can contact us at support@fantasyprints.co.uk to exercise your cancellation rights. You do not need to use a particular form, provided your decision to cancel is clear.
These rights are subject to the applicable statutory exceptions.
3. Faulty, Damaged or Incorrect Products
If your order arrives faulty, damaged, incorrect or not as described, please contact us.
Include your order number, a description of the problem and photographs where available.
We will assess the issue and provide the appropriate remedy under applicable consumer law, which may include a repair, replacement, price reduction or refund.
For qualifying consumer purchases, the Consumer Rights Act 2015 provides important protections, including a short-term right to reject faulty goods in many circumstances.
Please report problems as soon as practical, but reporting an issue after 14 days does not automatically remove your statutory rights.
Where a return is required because goods are faulty or do not conform to the contract, we will cover reasonable return costs where legally required.
4. Artwork and Proof Approval
Customers are responsible for checking any proofs provided for approval, including spelling, contact details, measurements, layout and design instructions.
If you notice an error, contact us before approving the proof.
Where we produce goods in accordance with an approved proof or the artwork you supplied, customer-originated design errors may not constitute a product fault.
However, an approved proof does not remove your statutory rights if the supplied goods do not conform to the contract.
5. Cancelling an Order Before Production
If you need to cancel or change an order, please contact us as soon as possible.
We will confirm whether production has started and whether your order can be changed or cancelled.
For products outside the statutory cancellation right, any agreed cancellation, refund or deduction for work already performed will be assessed under the applicable contract terms and law.
Where a statutory cancellation right applies, it will be honoured regardless of our internal production processes.
6. Returning Eligible Products
Before returning an item, please contact our team so we can provide return instructions.
For eligible change-of-mind returns, customers are normally responsible for the direct cost of returning the goods, provided this was made clear before purchase.
Please package products securely to avoid damage during return transit.
Where the law permits, a deduction may be made for a reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
7. Refunds
Where a consumer exercises a valid statutory cancellation right, we will refund payments in accordance with the applicable legal requirements.
This normally includes the cost of standard outbound delivery, but not any additional amount paid for a premium delivery option.
Where goods must be returned, refunds will normally be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
Refunds will normally be made using the original payment method unless otherwise agreed.
For faulty or non-conforming goods, the applicable statutory remedies and refund requirements will apply.
8. Business and Trade Customers
Orders placed by businesses or trade customers may be governed by different contractual arrangements from consumer purchases.
Trade orders, bespoke quotations and business-to-business transactions will be handled in accordance with the agreed terms and applicable law.
Any separately agreed contractual terms must be consistent with relevant legal requirements.
9. How to Contact Us
To discuss a return, refund, incorrect product or cancellation, contact:
Fantasy Prints Limited
Units 1 & 2 Windmill Way West
Ramparts Business Park
Berwick-upon-Tweed
Northumberland
TD15 1TB
Telephone: 01289 303242
Email: support@fantasyprints.co.uk
Opening hours: Monday–Friday, 9:00am–5:00pm
Please include your order number so we can assist you efficiently.
10. Your Statutory Rights
This policy is intended to explain our procedures clearly and does not exclude, restrict or replace any rights provided by applicable UK consumer law.
