Refund policy
Return Policy for Custom-Made Products.
Updated 7th April 2026
Thank you for choosing JenniferEvelyn for your custom-made prints.
We are committed to ensuring you are satisfied with your purchase. However, we understand that some situations may arise where returns or replacements are necessary.
*This policy is offered in addition to your legal rights.
It explains the circumstances when we will accept returns or replacements.
Please note that we will only offer a refund or a replacement if the items have arrived damaged from transit or in the unlikely event there has been a print error in the production of the order.
Order Cancellation and Amendment.
Firstly, all of our prints are made to order therefore the 14 day ‘cooling-off period’ does not apply. Your statutory rights remain unaffected.
If you wish to cancel or amend an order, please contact us within 24 hours using the email contact: Jennifer@JenniferEvelyn.co.uk or contacting the telephone number:07359235954
If you fail to contact us within the 24 hour period and work has commenced on your order, we will not be able to offer you a refund and you will be held responsible for the full payment of the order.
Order details
Whilst both JenniferEvelyn and our Fine Art Printing Partners make every effort to identify obvious errors to the order; the order you place must be accurate and we will not accept any liability for missed or inaccurate information resulting in an error in the final print. You will be held responsible for payment in full.
Eligibility for Returns.
Damaged Orders in Transit
In the event your order has been damaged in transit, please photograph the damaged packaging before the courier leaves, refuse the delivery, and contact us within 24 hours with the photographic evidence and a description of the damage.
Other Issues
If the print arrives damaged, you may be eligible for a return or replacement.
In the very unlikely event that there is a print error in your custom order please contact us within 48 hours on the contact details below.
We will not be able to action a claim unless it is supported by photographic evidence and a detailed description of the issue.
JenniferEvelyn and our Fine Art Printing Partners cannot be held responsible for any errors, or shortages in the order that has been delivered unless notified within 48 hours of receipt.
We reserve the right and may request the return of the damaged order.
If this is requested to help us assess the issue, our Fine Art Printing Partner will arrange the collection of the order or send a return label for you to take the order to the local post office.
You should ensure you ask for a record of collection or keep a receipt of the return for your reference.
Once we receive the returned product, we will inspect it to determine if it is eligible for a refund or replacement and contact you to discuss a solution.
If the return is approved you may receive a replacement or a refund, depending on the specific circumstances.
The replacement will be an exact replacement of the original order at the same cost.
Additional information.
- We have made every effort to display as accurately as possible the colours and images of our products that appear on our store. We cannot guarantee that your computer monitor’s display of the colour will be an accurate colour match to the actual product.
- For Fine Art Prints-All orders are finished by hand and because of this our Fine Art Printer allows a tolerance of 2mm in each direction.
- For Homeware- minor tolerances, image positioning and slight variations in material texture and weight or finishes may occur. These will be within industry standard tolerances, will not be considered to be an error and will not be eligible for return or replacement.
Return Process.
Refund or Replacement
If a return is accepted and you are eligible for a refund, we will refund the price you have paid for the order.
You will be refunded on your original payment method within 10 business days.
Alternatively, we may have offered a replacement reprint of the order in which case the item will be sent to you with no additional delivery fees.
Our Fine Art Printing Partner will send the replacement using either Royal Mail delivery or a courier where necessary.
We will process a refund or replacement as per your preference.
It is not our policy to offer both a refund and replacement of the order.
Please remember if you are being refunded it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we have approved your return and refund, please contact us on the contact details below.
*Items sent back to us without first requesting a return through our return process will not be accepted.
Contact Us
If you believe your product is eligible for a return, or you have any questions regarding a return, please contact JenniferEvelyn within 48 hours of receiving your order using the contact details below:
Email: Jennifer@JenniferEvelyn.co.uk
Telephone No: 07359235954