Refund policy

Refund & Returns Policy

At Larosier Prints, every order matters to us. We carefully prepare and package our products and want you to be happy with your purchase.

If something isn't quite right, please get in touch and we'll be happy to help.

This policy does not affect your statutory consumer rights.

30-Day Returns for Non-Personalised Products

We offer a 30-day return period for eligible non-personalised products, starting from the date your order is delivered.

If you've changed your mind, please contact us within 30 days of receiving your order to request a return.

For returns requested outside the statutory 14-day cancellation period, items must be unused, in their original condition and, where applicable, in their original packaging.

Please contact us before sending anything back so we can provide the correct return instructions.

Your Legal Right to Cancel

For most eligible non-personalised products purchased online, UK consumers have a legal right to cancel within 14 days of receiving their order, without giving a reason.

Once you've notified us of cancellation, you have a further 14 days to return the goods.

You may inspect your purchase as you would in a shop. However, a deduction may be made where handling beyond what is necessary to inspect the product has reduced its value.

These statutory rights apply alongside our voluntary 30-day returns policy.

Personalised, Bespoke and Custom-Made Products

Many of our products are individually created for our customers, including personalised wedding stationery, invitations, signs, keepsakes and custom artwork.

Products made to your individual specifications or clearly personalised cannot normally be cancelled, returned or exchanged simply because you've changed your mind.

Examples include products featuring:

Personal names, dates or messages
Customer-supplied photographs or wording
Bespoke layouts or artwork created to your requirements
Other individual specifications that make the product unique to your order

Please check all personalisation details carefully before placing your order and when reviewing any proofs.

Important: A product is not automatically exempt from cancellation rights simply because it is printed after an order is placed. Standard, non-personalised designs remain eligible for applicable cancellation and return rights.

These exclusions do not affect your rights if an item is faulty, damaged, incorrect or not as described.

Proofs and Customer-Approved Designs

Where a digital proof is provided, please check names, dates, spelling, wording, layout and other requested details carefully.

We will make any necessary amendments before final approval.

Once you approve your proof, we will use that approved version for production.

If we make an error in producing your approved design, please contact us so we can put things right.

Approval of a proof does not remove your statutory rights if the finished product is faulty or does not match the agreed specification.

Damaged, Faulty or Incorrect Orders

We take great care when producing and packaging orders, but occasionally something may go wrong.

If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as reasonably possible at hello@larosierprints.co.uk.

Please include your order number, a description of the issue and photographs where possible.

We will review the issue and arrange an appropriate remedy, such as a replacement, repair or refund, in accordance with your statutory rights.

Where a return is required because of a fault or our error, we will cover reasonable return costs.

How to Request a Return

Email hello@larosierprints.co.uk with:

Your name
Your order number
The item you wish to return
Whether you are cancelling, changing your mind or reporting a problem
Photographs, where relevant

We will respond with the appropriate return address and instructions.

Please do not send items back before contacting us, as this may delay processing. This does not restrict your statutory right to cancel by clearly notifying us within the applicable period.

Return Postage

For change-of-mind returns, customers are responsible for the direct cost of return postage.

We recommend using a tracked postal service and keeping proof of postage.

If an item is faulty, damaged or incorrect, we will arrange or reimburse reasonable return postage where a return is necessary.

Refunds

Once we have received and inspected an eligible return, we will confirm the refund arrangements.

For returns under your statutory cancellation rights, refunds will be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Where an eligible order is cancelled in full under those rights, we will also refund the original standard delivery charge. Any additional charge for premium or express delivery is not normally refundable.

For returns made under our additional 30-day policy after the statutory cancellation period, the refund covers the returned product price; original delivery charges are not normally refunded unless required by law.

Refunds will normally be issued to the original payment method. Your payment provider may take additional time to process the funds.

Orders That Have Not Yet Been Dispatched

If you need to change or cancel an order, please contact us as soon as possible.

For eligible non-personalised products, your statutory cancellation rights apply.

For genuinely personalised or bespoke orders, cancellation is not normally available for change-of-mind reasons. However, please contact us promptly and we will see what may be possible before production progresses.

Colour and Print Appearance

We aim to represent our designs and colours as accurately as possible.

Slight differences may occur between screen displays and printed materials due to monitor settings, paper finishes and printing processes.

These normal variations do not affect your rights where a product is faulty, materially different from its description or does not meet an agreed specification.

International Orders

For orders delivered outside the UK, please contact us for return guidance.

Applicable consumer rights may vary depending on the delivery country. Nothing in this policy limits mandatory consumer protections that apply to your purchase.

International change-of-mind return postage is normally the customer's responsibility, where permitted by law.