Refund policy

This policy explains your rights and our approach to refunds and returns when purchasing from the Charlie Mackesy online store.

1. If we cannot supply your order

If we are unable to fulfil your order (for example, due to stock availability, production issues, or a pricing error), we will inform you as soon as possible. If payment has already been taken, you will receive a full refund to your original payment method without undue delay.

2. Your right to cancel (consumer rights)

Under the Consumer Contracts Regulations 2013, you normally have the right to cancel your order within 14 days of receiving your goods. However, this right does not apply to:
• products that are made to order
• products that are personalised or bespoke

3. Made-to-order products (Important)

All Charlie Mackesy prints and card products are made to order, often including hand-signing and/or bespoke framing. Because of this, once your order has been placed, it cannot be cancelled or refunded if you change your mind, unless the item is faulty, damaged, or not as described. We strongly recommend reviewing all product details, including dimensions, framing options, and delivery times before placing your order.

4. Damaged, faulty or incorrect items

Your statutory rights under the Consumer Rights Act 2015 are fully protected.If your item arrives damaged, is faulty, or is not as described, you are entitled to a repair, replacement, or full refund. Please notify us as soon as possible by contacting support@charliemackesy.com so we can resolve the issue quickly. You may be asked to provide photographs to support your claim. Where a product is confirmed as faulty or damaged, we will:
• offer a replacement or full refund, and
• reimburse reasonable return postage costs where applicable
Items should be returned in their original packaging where possible.

5. Returns process

If a return is agreed:
• we will provide instructions on how to return the item
• items must be returned as soon as reasonably practicable
• we recommend using a tracked delivery service, as we cannot be responsible for items lost in transit

6. Refunds

Any approved refunds will be processed to your original payment method. Refunds will be issued:
• within 14 days of receiving the returned item, or
• within 14 days of agreeing the refund (if no return is required)

7. Your legal rights

Nothing in this policy affects your statutory rights under UK law. For further information, you can contact your local Citizens Advice Bureau or Trading Standards office.

8. Governing law

These terms are governed by the laws of England and Wales. Consumers may bring claims in the courts of England and Wales, or in Scotland or Northern Ireland if they reside there.