Refund policy

 

Last updated: 30 August 2026

 

1. Cancel or change a personalised order

Please check your photographs, crop, size, quantity and personalisation details carefully before placing your order.

As personalised products are made to your specifications, orders cannot normally be changed or cancelled once they have been confirmed.

 

2. Return a personalised product

Under the UK Consumer Contracts Regulations, products made to the customer’s specifications or clearly personalised are not covered by the standard right to cancel.

Our personalised products are made specifically for you using the photographs and order details you provide.

For this reason, they cannot be returned or exchanged simply because you have changed your mind.

 

3. Return a non-personalised product

For eligible non-personalised products, you may tell us that you wish to cancel your order within 14 days after receiving it. You must then return the product within the following 14 days.

You may inspect the product as you would in a shop. We may make a reasonable deduction from the refund if it has been handled more than necessary and this has reduced its value.

You are responsible for the cost of returning a non-personalised product if you cancel because you have changed your mind.

You may use our Cancellation Form to notify us of your cancellation, or contact us by email. Use of the form is optional.

 

4. Problem with a product

If there is a problem with your product, please contact us.

Where required, we will provide the appropriate remedy in accordance with applicable UK consumer law.

We have a legal responsibility to supply products that conform to the contract.

5. Reporting a problem

Please contact us by email at contact@everhold.uk if you discover a problem with your order.

Please provide:

• your order number or other reasonable proof of purchase;
• a brief description of the problem;
• clear photographs of the affected product, where reasonably possible; and
• photographs of the packaging and delivery label, if available and relevant to delivery damage.

 

6. Replacement or refund

The appropriate solution will depend on the nature of the problem, how long you have had the product and the circumstances of your order.

Where we are responsible for the problem, we will provide an appropriate remedy in accordance with applicable UK consumer law.

 

7. Details used for a replacement

A replacement is intended to correct the original product and is not treated as a new order.

It will normally be made using the photographs, crop, size, quantity and personalisation details from the original order.

Different photographs, sizes, quantities or new personalisation details cannot normally be added unless the change is needed to correct an error in the original product.

 

8. Return postage

If a return is required because a product is faulty, damaged on delivery, incorrect or not as described, Everhold will cover the reasonable return cost.

For faulty, damaged, incorrect or not-as-described products, please do not return the product unless we have confirmed in writing that a return is required and provided you with return instructions.

Depending on the circumstances, we may provide a prepaid return label or authorise a suitable postal service.

If you return a product without following our instructions, we will not cover avoidable additional charges or postage costs above the reasonable cost of an appropriate return method.

 

9. Uploaded photograph and design

Before completing payment, you upload your photograph and choose its position, crop, scale and orientation. You are responsible for checking the final design shown before checkout.

Your order will be printed using the photograph and layout submitted with your order.

A replacement or refund will not be available for an issue caused solely by:

• a blurry, pixelated or low-resolution photograph;
• a screenshot or heavily compressed image;
• poor lighting, filters or discolouration already present in the photograph;
• the wrong photograph being uploaded or selected;
• the position, crop, scale or orientation chosen by you;
• important faces, text or other details being cut off in the submitted design;
• spelling or personalisation errors entered by you; or
• selecting the wrong product size or quantity.

Please check your complete design and order details carefully before making payment.

Everhold remains responsible where the finished product does not match the design submitted with your order or contains a printing, production or manufacturing fault.

 

10. Printed colours

Screens and printers display colours differently. Screen brightness, display settings, lighting and device type may affect how your photograph appears.

You are responsible for the colours, brightness, filters and other edits already present in the photograph you submit.

Minor differences in colour, brightness or contrast between the on-screen image and the printed product may occur as a normal result of differences between screens and printing.

Everhold remains responsible for printing or production errors that cause the finished product to be materially different from the design submitted with your order.

 

11. Refund processing

If you are entitled to a refund because of a problem with the product, we will issue it without unnecessary delay and no later than 14 days after we agree that you are entitled to it.

For an eligible non-personalised return, the refund will be issued without unnecessary delay and no later than 14 days after we receive the returned product or, if earlier, after you provide evidence that you have sent it back.

Refunds will be issued to the original payment method used at checkout.

Where applicable, the refund will include the original standard delivery charge.

After we issue the refund, your bank, card issuer or payment provider may take additional time to show the money in your account.

 

12. How to Contact Us

To cancel an eligible non-personalised order, you may use our Cancellation Form.

For any other issue, including a problem with an order, refund, replacement or return request, please contact us at contact@everhold.uk.

 

13. Changes to This Policy

We may update this policy from time to time. Changes will apply to orders placed after the updated policy takes effect and will not reduce rights that have already arisen from an existing order.

 

This policy does not affect your legal rights.