Refund and Cancellations Policy

Refunds and Cancellations Policy

Overview

At Primrose, every framed print is made to order especially for you. Because of this, we do not accept returns or exchanges for change of mind, incorrect size selection, or accidental orders.

Eligible for a Replacement or Refund

If you receive a product that is:

Damaged during transit
Defective
Misprinted
Incorrect compared to your order

Please contact us within 48 hrs of delivery.

To complete your return, we require a receipt or proof of purchase.

To process your request, please email us with:

Your order number
Clear photos of the product
Photos of the packaging and shipping label
(For damaged items) Photos of the original packaging

Once verified, we will arrange a replacement or refund at no additional cost.

Non Returnable Items

We cannot accept returns or exchanges for:

Orders that have already entered production
Minor colour variations due to screen settings
Preference for a different design
Incorrect size selected by the customer
Change of mind

Refunds

If your refund request is approved, the amount will be credited back to your original payment method. Depending on your bank or payment provider, the refund may take 5–10 business days to appear in your account.

Each request is reviewed individually to ensure a fair and timely resolution.

Order Cancellation

Orders may be cancelled only before production begins.

Once printing has started, the order cannot be cancelled as it is custom-made.