Returns
Changed your mind
You can cancel your order for any reason within 14 days of the day you receive it. Tell us by email with your order number. You then have a further 14 days to send the item back.
Your refund
We refund the price you paid, including the standard delivery charge, within 14 days of getting the item back. We refund to the card you paid with. We may reduce the refund if the item has been handled more than you would need to look at it in a shop.
Return postage
You pay to send a change-of-mind return. Please pack it well (prints in their tube) and use a tracked service, because the item is your responsibility until it reaches us.
Faulty or not as described
If something is faulty, damaged or not as described, your rights under the Consumer Rights Act 2015 apply. Within 30 days of delivery you can reject it for a full refund. After that, we will repair or replace it, and if that doesn’t work, refund you. We pay the return postage for faulty items. Please send a photo when you email us, ideally within 7 days of delivery, so we can sort it quickly.
Made to order and personalised items
Anything made to your own specification or clearly personalised for you can’t be returned for a change of mind. Your rights for faulty items still apply.
Downloads: no change-of-mind refunds
Because digital products are delivered straight away, we can’t refund a download if you change your mind. At checkout you tick a box to confirm you want the download to start immediately and that you lose your right to cancel. If a file is faulty or isn’t as described, we will fix it or refund you.
How to return
Email hello@studionine.agency with your order number and we will reply with the returns address.