Returns & refunds

Changing your mind

For standard goods bought from this website, you may cancel from the time you place your order until 14 days after the day you receive the goods, without giving a reason. If one order is delivered in separate parts, the period runs from the day after the final item is received.

Email info@lithoglow.co.uk with a clear statement that you want to cancel. Include your name and order reference if available so we can identify the purchase. You may use the form below, but do not have to. Your right to cancel does not depend on us approving your request.

Send the goods back within 14 days after telling us you are cancelling. You can inspect them as you would in a shop. Please pack them securely; original packaging is helpful but is not a condition of your statutory rights.

Standard, made-to-order and personalised items

Printing a standard product after you order it does not by itself remove your cancellation rights. Choosing from our standard sizes, colours or options does not automatically make an item personalised.

The change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised, for example a bespoke design or an item featuring your name. Where that exception applies, we will explain it before you order. Contact us promptly about changes or cancellation so we can check what is possible.

This exception never removes your rights if the goods are faulty, not as described or otherwise fail to meet the contract.

Return address and postage

For a change-of-mind return, you pay the direct cost of return postage. Keep proof of posting. A tracked service is recommended, but is not compulsory.

If an item is faulty, damaged on arrival or incorrectly supplied, we cover reasonable return costs. Contact us so we can arrange an appropriate return method. Sending photographs can help us understand a problem, but does not replace or limit your legal rights.

How refunds work

For a valid cancellation of the whole order, we refund the goods and the cost of our least expensive standard outbound delivery option. If you chose a more expensive service, the additional cost is not refundable. For a partial return, any delivery refund depends on the delivery charge attributable to those goods.

We refund using the original payment method, unless you expressly agree otherwise, without a refund fee. We may withhold a cancellation refund until we receive the goods or evidence that you sent them back, whichever is earlier. We then refund within 14 days. If no goods were supplied, we refund within 14 days of your cancellation.

We may reduce a change-of-mind refund for loss in value caused by handling beyond what is needed to establish the nature, characteristics and functioning of the goods. There is no blanket restocking charge.

Faulty, damaged or incorrect goods

Goods must be of satisfactory quality, fit for their agreed purpose and as described. If they are not, the Consumer Rights Act 2015 provides remedies. You will normally have a short-term right to reject faulty goods within 30 days of delivery. After that, you may be entitled to a repair or replacement and, where the legal conditions are met, a price reduction or refund.

If a fault becomes apparent within six months, it is generally presumed to have been present at delivery unless we establish otherwise or the presumption is incompatible with the circumstances. Rights can continue beyond six months; this policy does not impose a six-month warranty limit.

Contact info@lithoglow.co.uk with your order reference and a description of the issue. We will discuss the appropriate remedy and return arrangements. Please report transit damage as soon as reasonably possible so we can investigate, but a short reporting deadline does not override your statutory rights.

Cancellation form

You may copy this form into an email or print and post it. Complete it only if you wish to cancel your contract.

These terms do not affect your statutory consumer rights.