Refund policy

This policy sets out your rights when you buy from Kove and Canvas, and what we will do. Nothing here takes away from your legal rights.

Changed your mind

You have 30 days from the day your order is delivered to tell us you would like to return it. That is our own promise, and it is longer than the law requires.

Your statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 is to cancel within 14 days of delivery, and then a further 14 days to send the goods back.

To cancel, email hello@koveandcanvas.com with your order number. You can use the model cancellation form at the end of this policy, but you do not have to — a clear statement is enough.

Everything we sell is returnable — prints included

Every print we sell is made once you order it. That does not make it exempt from your cancellation rights, and we want to be clear about that because plenty of print-on-demand shops get this wrong. Our designs are our own standard catalogue pieces in standard sizes, not made to your specification, so the ordinary 14-day cancellation right applies and we honour 30 days on top.

The exemption at regulation 28 applies only to goods genuinely made to a customer's own specification or clearly personalised — a name, a date, your own words or your own image. We do not currently sell anything like that. If we ever do, it will say so plainly on the product page before you buy.

Decor pieces are ordinary stock items and carry the same rights, on the same timescale.

The condition it comes back in

Send the item back unused and in its original packaging where you can. You are allowed to handle goods as you would in a shop; if you go further than that and the value drops as a result, we may reduce your refund to reflect it. In practice: for a print, unrolling it to look at it is fine — writing on it, trimming it or hanging it is not. For a decor piece, taking it out of the box and looking at it is fine; drilling it to the wall, burning a candle in it or putting it through the dishwasher is not.

Return postage

Return postage on a change of mind is yours to pay, and it is not refunded. We are telling you here because the law requires us to say so before you buy, and because finding out afterwards is a miserable way to learn it. Use a tracked service — until it reaches us it is still your parcel.

Framed pieces, mirrors and larger decor are heavy and awkward, and return postage on an A2 frame or a 50cm mirror is not trivial. Measure your wall before you order.

Your refund

We refund the price you paid for the item plus the standard outbound delivery you were charged. If you chose a faster delivery service, we refund the standard cost, not the upgrade.

Refunds go back to the original payment method within 14 days of the goods reaching us, or of you proving you sent them, whichever is sooner.

Damaged, faulty or not what you ordered

Email hello@koveandcanvas.com with your order number and a photograph of the item and its packaging. The photograph matters: it is how we resolve it with our printer without sending you back and forth.

Return postage on a faulty item is never yours to pay. We arrange collection or send you a label.

Under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty item for a full refund. After that, and within the first six months, you are entitled to a repair or replacement, and it is on us to show the fault was not there when it arrived. These rights run against us as the seller, and they last well beyond any printer's or manufacturer's warranty. We do not hide behind one.

Damage in transit

Tell us within a reasonable time of delivery. If a parcel arrives visibly crushed, photograph it before you open it if you can.

Cancelling before it ships

Email us the moment you decide. Prints go into production quickly, so if we catch it in time we cancel and refund in full. Once a print has gone to press we cannot stop it — we will tell you straight away and handle it as a return, and in that case we cover the return postage, because the timing was ours and not yours.

What we cannot accept

• Items returned after the 30-day window without contacting us first
• Items damaged by you after delivery — creases, tears, water damage, trimming, chips or breakage
• Framed pieces, mirrors and glass returned without the original protective packaging, where that packaging was needed to get them back safely

Model cancellation form

You do not have to use this, but you may. Complete and return it to hello@koveandcanvas.com:

To Kove and Canvas, hello@koveandcanvas.com:

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on:

Name of consumer:

Address of consumer:

Order number:

Date:

Complaints

If we have not put something right, email hello@koveandcanvas.com and say so plainly. We would rather hear it than not. If we cannot resolve it between us, you can take the matter to the Citizens Advice consumer service, or to an alternative dispute resolution provider.