When something's
not right.
Last updated · 2026-05-28
Every piece is made to order with the names, dates, and details you supply. Personalised goods sit outside the standard 14-day right to cancel, but if we have misprinted, damaged, or got something wrong, we put it right at no cost. Reply to any email we have sent you and we will start the process — no forms, no return courier to organise.
If your print arrives damaged or wrong
Email hello@printedweddings.co.uk within 14 days of delivery with:
- Your order reference (in the confirmation email)
- A clear photo of the damage, fault, or wrong detail
We reprint and reship at no cost, usually within two working days of seeing the photo. You do not need to send the original back; keep it, recycle it, or give it on.
What "wrong" covers
- Print quality issue (smudged, off-colour, misaligned)
- Wrong size, frame, or product shipped
- Damage in transit
- Typo in the printed text where the error was on our end (we print exactly what you submit at checkout, but if our system mangled it we own it)
The AI couple portrait preview
The couple portrait is generated from your photograph in one of four painted styles. Before we print, we email you a preview. If the painting has not captured your likenesses, reply to that email and we will regenerate at no cost. Once you have approved the preview and we have printed, the personalised exemption applies and change-of-mind cancellations on the printed portrait are not possible.
If you spot a typo
Names, dates, vow text — anything you typed at checkout. Tell us as soon as you see it:
- Within 1 hour of ordering, before print starts — free correction.
- After print, before despatch — we can usually intercept and reprint for £8 (paper and ink cost).
- After despatch — half-price goodwill reprint; the first one stays with you anyway.
If you change your mind
Cancel any time before printing starts, usually about an hour after you order, and we will refund you in full. Once production has begun we cannot refund a personalised printed piece. We are a small UK studio and each print costs us paper, ink, time, and carriage to make. The preview email (for AI portraits) is the moment to flag anything that does not feel right.
What we cannot take back
- You changed your mind about a name, date, or vow after printing
- You typed a typo that we printed correctly
- The colour on your screen differs slightly from the printed colour (we use calibrated print profiles, but no two screens match exactly)
- You approved the AI portrait preview and changed your mind about the painted style after printing
Refund timing
Approved refunds are issued to the original payment method within 5–10 working days. Stripe's processing window applies for card-to-account funds.
The legal bit (CCR 2013)
Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day right to cancel does not apply to goods that are made to a customer's specification or clearly personalised. The keepsakes we make are bespoke under that regulation — they are produced for one couple, one wedding, one specific set of details, and cannot be resold. This is not a way to dodge consumer protection; it is the standard exemption for made-to-order goods.
Your statutory rights
Nothing on this page affects your statutory rights under the UK Consumer Rights Act 2015, including the right to a refund if a product is faulty, not as described, or unfit for purpose. The remedies above are in addition to, and never in place of, those rights.
If something has gone really wrong
We would much rather sort it out directly — reply to any email and we will work it through. If something genuinely will not resolve, you can also contact Citizens Advice for free guidance, or, for orders paid by card, raise a chargeback through your card issuer. We would much rather hear from you first.
hello@printedweddings.co.uk · Trading as Printed Weddings — Craig Fearn (UK sole trader).