Cancellation & Refund Policy.

This Cancellation and Refund Policy applies to consultation bookings and design services purchased from Studio 23 Prints.

Our services include Custom Poster Design, Artistic Print Design and Contemporary Wall Art Design. Each project may involve consultation, creative planning, artwork preparation, revisions and electronic delivery of completed digital files.

We assess cancellation and refund requests according to the stage of the order, the work already completed, the agreed service arrangements and applicable UK consumer law.

Nothing in this policy is intended to remove or restrict any cancellation, refund or other statutory right that a customer may have under applicable law.

In most cases, customers can request cancellation before the agreed design work has started. We recommend contacting us as soon as you know that you no longer wish to proceed.

The following situations are generally eligible for a cancellation request:

• Before confirmation: A consultation enquiry can be withdrawn at any time before an appointment has been confirmed. No payment is due simply for submitting an enquiry.
• Before work begins: A confirmed design order can be cancelled before creative work starts. Any payment received for the unprovided service will be reviewed for a refund.
• Incorrect order details: If an order contains an error and work has not started, contact us so that we can review cancellation or correction options.
• Change of plans: Customers who no longer need the requested poster or artwork may request cancellation before the agreed work begins.
• Unavailable service: If we cannot provide the agreed service, customers may cancel the affected order and receive a refund for the unprovided portion.
• Unresolved service issues: Where an agreed specification cannot reasonably be met, we will discuss an appropriate solution, which may include cancellation and a refund.

All requests should be sent to support@studio23prints.uk with the relevant order or booking reference.

Once a project has progressed, cancellation may no longer result in a full refund. This is because design work can involve time spent reviewing requirements, developing concepts, preparing layouts and producing artwork specifically for an individual customer.

The following situations may affect cancellation eligibility:

• Work already completed: Work that has been properly completed in accordance with the agreement may be charged for, subject to applicable consumer rights.
• Approved design stages: Where a customer has approved a design stage and we have completed the agreed work for that stage, the corresponding charge may remain payable.
• Additional approved work: Extra design work that the customer has specifically requested and approved may be included when calculating any refund.
• Completed digital delivery: Where a digital file has been supplied after the customer has validly agreed to immediate performance and acknowledged any applicable loss of cancellation rights, statutory cancellation rights may be affected.
• Customer non-response: A lack of feedback does not automatically create a right to a full refund where agreed work has already been completed. We will review the project status and contact history.

The following are our standard cancellation arrangements for appointments and design projects. They operate alongside any statutory cancellation rights that apply to your purchase.

Consultation bookings must be made at least one day in advance. Same-day consultation requests are not accepted. Customers who need to cancel or change a confirmed appointment should contact us as early as possible.

Refunds are assessed fairly according to the services provided and the amount of work completed before the cancellation request.

• No work started: Where the service has not started, the payment for the unprovided service will normally be refunded in full.
• Partially completed work: Where part of the agreed service has been completed, we may deduct a fair amount for the work properly carried out and any costs that are lawfully chargeable.
• Completed stages: Where a customer has approved a separately identifiable project stage and the agreed work for that stage has been completed, the corresponding amount may be retained where permitted by law.
• Additional services: Any extra work must have been agreed by the customer before the relevant charge is applied.
• Service not provided: Payments relating to work we have not provided will be refunded where a refund is due.

We will explain the calculation if a refund is not being issued in full. We will not apply an arbitrary cancellation charge or retain amounts without a proper basis.

Our design services may result in digital artwork supplied electronically in high-resolution JPEG or PNG format.

Once a file has been delivered, the refund position depends on the nature of the service, the condition of the delivered work and the cancellation rights that apply.

• File not delivered: If the agreed digital file has not been supplied, customers may request cancellation or a refund for the undelivered service, subject to the applicable agreement and legal requirements.
• File delivered incorrectly: If the file does not match the agreed format or specification, contact us within 7 calendar days so that we can review and correct the issue.
• File cannot be opened: If a delivered file is damaged or inaccessible, we will review the issue and provide a corrected file where appropriate.
• Approved artwork: Where the customer has reviewed and approved the final design, a change of personal preference alone does not automatically entitle the customer to a refund.
• Different from agreed brief: If the completed artwork materially differs from the confirmed design brief, we will review the issue and discuss a suitable correction, replacement or refund where appropriate.

For digital content supplied without a physical medium, statutory cancellation rights may be affected where the customer has expressly requested immediate supply, given the required prior acknowledgement and received confirmation of the relevant terms. We will obtain any legally required agreement before supplying such content.

A refund may not be available for the affected portion of a service in the following circumstances, where permitted by applicable law:

• The agreed service has been properly completed and delivered in accordance with the confirmed specifications, and no applicable statutory refund right exists.
• The customer changes their mind after approving a design that accurately follows the agreed brief, where no statutory cancellation right applies.
• The customer requests substantial new design work that falls outside the original agreement and then decides not to proceed with that additional work after it has been completed with their approval.
• The issue is caused by incorrect specifications, unsuitable reference materials or inaccurate information supplied by the customer, and the agreed work has otherwise been completed correctly.
• A customer requests a different creative direction after approving the original concept, where the requested changes fall outside the included revision allowance.
• The customer cannot use a correctly supplied digital file because of incompatible software, equipment or printing arrangements outside the agreed service specifications.

These circumstances do not remove any rights relating to faulty services, misdescription, failure to meet agreed specifications or other rights that cannot legally be excluded.

To request a cancellation or refund, please email our team with enough information for us to locate your order and review the circumstances.

Please include:

• Your full name and contact email address.
• Your order number or consultation booking reference.
• The name of the service purchased.
• The date the order or booking was confirmed.
• A brief explanation of why you are requesting cancellation or a refund.
• Any relevant files or details that help us understand the issue.

Send your request to support@studio23prints.uk.

We aim to acknowledge cancellation and refund enquiries within 2 business days. We will normally provide an initial assessment within 5 business days after receiving the information needed to review the request.

If further information is required, we will contact you before reaching a decision.

Once a refund has been approved, we will normally initiate the refund within 14 calendar days of confirming the refund decision.

Refunds will normally be returned to the original payment method used for the transaction. We will not ordinarily send a refund to a different account unless an alternative arrangement is appropriate and has been verified.

Typical processing expectations after we initiate the refund are:

• Debit and credit cards: Usually 5–10 business days, depending on the card issuer.
• Bank transfers: Usually 3–5 business days after the transfer has been initiated, subject to the receiving bank.
• Other payment methods: Processing times depend on the relevant payment provider and its procedures.

These are estimated timeframes rather than guaranteed arrival dates. Bank holidays, weekends and payment provider procedures may affect the time required.

If the refund has not appeared within 10 business days after we confirm that it has been issued, please contact us. We can provide the available refund reference or transaction details to help you follow up with your payment provider.

If you would prefer to change an appointment rather than cancel it, contact us at least 24 hours before the confirmed consultation time.

• Rescheduling is subject to available appointment times.
• Please provide your original booking reference and preferred alternative date.
• Any revised appointment must be confirmed by our team.
• Requests made less than 24 hours before the appointment will be reviewed individually.

We will try to find a suitable alternative where possible. A change of appointment does not automatically change the agreed design scope or project price.

There may occasionally be circumstances where we cannot proceed with a confirmed consultation or design project.

If we need to cancel or discontinue an agreed service, we will contact you as soon as reasonably possible and explain the situation.

• If we cancel a consultation before it takes place, we will offer an alternative appointment or refund any payment received for the consultation if it cannot be rearranged.
• If we cannot complete a design project, we will refund the amount paid for any work that has not been provided.
• If a project is only partially completed, any refund will take account of the work properly completed and the remaining unprovided service, subject to applicable law.
• If a delivered file contains an error attributable to our work, we will review the issue and arrange an appropriate correction or other remedy.

We will not retain payment for services that have not been provided without a lawful basis.

We take reasonable care when reviewing requests, preparing artwork, communicating project details and delivering digital files. However, certain matters may be outside our control.

We are not responsible for delays or problems caused by inaccurate customer information, incompatible third-party software, printing equipment, external payment provider delays or circumstances that we could not reasonably prevent.

Colour appearance may vary between screens, devices and printing equipment. We cannot guarantee identical results across different display settings or third-party printing processes.

Any refund assessment relating to these circumstances will consider the agreed service specifications and whether the service supplied meets the requirements confirmed with the customer.

Nothing in this policy excludes or limits liability for matters that cannot legally be excluded or limited under UK law. This includes applicable consumer rights and any relevant liability for fraud or fraudulent misrepresentation.

Where a statutory cancellation right applies, it will take priority over any conflicting provision in this policy. In particular, qualifying distance-service contracts may carry a 14-day cancellation period, subject to the applicable legal rules and exceptions. Requests to begin services during that period and the supply of digital content may require specific customer consent and acknowledgement.

We will handle cancellation and refund requests in accordance with the applicable legal requirements and the specific circumstances of each order.

If you need to cancel an order, request a refund or discuss an issue with a design service, please contact us directly. We will review your request and explain the available options.