Refund policy

Returns & Refunds Policy

Last updated: 22.01.2026

This policy applies to purchases made through Darent Valley Prints (“we”, “us”, “our”) for print-on-demand wall art.

1. Made-to-Order & Personalised Products

All of our wall art is printed to order once your purchase is confirmed.
Under UK and EU consumer law, the right to cancel within 14 days does not apply to goods that are:

Made to the consumer’s specifications or clearly personalised.

This includes (but is not limited to):

  • Custom sizes

  • Custom frames

  • Cropped, scaled, or edited prints

  • Prints produced specifically on demand after ordering

👉 Therefore, we do not accept returns or offer refunds for change of mind once production has started.

This does not affect your statutory rights if an item is faulty, damaged, or not as described.

2. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you are entitled to a remedy under UK and EU consumer law.

Please contact us within 14 days of delivery with:

  • Your order number

  • A description of the issue

  • Clear photographs showing the damage or defect (including packaging where relevant)

Contact email: hello@darentvalleyprints.com

Resolution Options

Where a fault is confirmed, we will offer one of the following at no cost to you:

  • A replacement, or

  • A full refund, including any standard delivery charges paid

The chosen remedy will comply with your statutory rights.

3. Items Lost in Transit

If your order has not arrived within the expected delivery timeframe:

  • Please contact us within 30 days of the estimated delivery date

  • We will investigate with our fulfilment partner or courier

If the item is confirmed lost, we will issue a replacement or refund.

4. Non-Faulty Returns (Where Applicable)

In rare cases where a product is not made to order or is clearly marked as returnable:

  • You may cancel your order within 14 days of receiving the item

  • You must notify us in writing before returning the item

  • Items must be returned unused and in their original condition

You are responsible for return postage costs unless the item is faulty.

Once received and inspected, refunds will be processed within 14 days.

5. Refund Method

Refunds will be issued to the original payment method used at checkout.
Processing times may vary depending on your payment provider.

6. EU & UK Statutory Rights

Nothing in this policy limits or excludes your statutory rights under:

  • UK Consumer Rights Act 2015

  • UK Consumer Contracts Regulations 2013

  • EU Consumer Rights Directive (2011/83/EU)

Where there is any conflict between this policy and applicable law, the law will prevail.

7. Contact Information

For all returns, refunds, or delivery issues, please contact:

 

Darent Valley Prints
Email: hello@darentvalleyprints.com
Address: 

132 Millfield Road
West Kingsdown
Sevenoaks
Kent
TN15 6BX
United Kingdom