Refund policy
Last updated 14th October 2026
Thank you for choosing JenniferEvelyn.
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. Your statutory rights remain unaffected.
This policy explains the circumstances when we will accept returns or replacements.
Order Cancellation and Amendment
All of our products are made to order. (Your product is made after you have placed the order).
If you wish to cancel or amend your order prior to production, please contact us within 24 hours using the email contact: Jennifer@JenniferEvelyn.co.uk or contacting the telephone number: 07359235954.
Order Details
Both JenniferEvelyn and our Fine Art Printing Partners make every effort to identify obvious errors in 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.
Eligibility for Returns-14 Day Cooling-Off Period only.
For orders covered by your statutory rights you have what is called a 14 Day Cooling-Off Period which starts the day after you receive the order.
Return Process
You have 14 days to notify us that you wish to return the order and a further 14 days after that to ensure the order is returned to us. Please contact us by email or telephone and we will advise you of our dedicated return address for cancellation.
*Please do not send returns to the address listed on the shipping label of your order (our Fine Art Printing Partners), as they will not be able to accept customer cancellations.
Once we have received the return, we will inspect the item(s) to determine whether the return is eligible for a full refund.
This means we will inspect the order to ensure the value of the item(s) has not been diminished due to them being handled beyond what is necessary to establish the nature, characteristics and function.
Please note when cancelling an order under the 14 Day Cooling Off-Period, you will be responsible for the return cost of postage and packaging.
The items that are being returned must be packaged carefully to ensure they are not damaged in transit. We will not be liable for any damage due to poorly packaged items.
If the item is damaged in transit due to insufficient packaging – we may deduct the loss of value from your total refund due.
Refund Process
Any refund will be issued back to your original payment method within 14 days after we have received the returned order.
Please remember it can take some time for your bank or credit card company to process the refund after it has been issued.
*For orders made to your specifications or personalised, the 14 Day Cooling-Off Period will not apply.
Eligibility for Returns (Excluding Cancellation)
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 as soon as possible (ideally within 24 hours of the delivery) 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 order please contact us as soon as possible (ideally within 48 hours of receipt) on the contact details below.
If you are making a claim, we request that it be supported by photographic evidence and a detailed description of the issue.
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.
Return Process
Refund or Replacement
When 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 request is approved and you are eligible for a refund we will issue a refund for the price you have paid for the order.
The refund will be issued back to your original payment method within 14 days from when the return is approved.
Please remember it can take some time for your bank or credit card company to process the refund after it has been issued.
If more than 14 business days have passed since we have approved your return and refund, please contact us on the contact details below.
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.
*Items sent back to us without first requesting a return through our return or cancellation process will not be accepted.
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 Printing Partner 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 for this reason.
Contact Us
If you believe your product is eligible for a return, or you have any questions regarding a return, please contact JenniferEvelyn upon receiving your order using the contact details below:
Email: Jennifer@JenniferEvelyn.co.uk
Telephone No: 07359235954.