Refund policy
RETURN AND REFUND POLICY
We want you to be happy with your Aviles Prints purchase. Please read the information below before requesting a return.
CHANGE-OF-MIND RETURNS
To exercise this right, you may submit a return or cancellation request electronically through the customer-account area of our website or through the “View your order” link in your order confirmation email.
You may also notify us by emailing hello@avilesprints.com within the applicable 14-day cancellation period and including:
• your name
• your order number
• the item you wish to return or cancel
We will review the request and provide the appropriate return or cancellation instructions. Eligibility will be determined in accordance with this policy and applicable consumer law.
After notifying us, you must return the item without undue delay and no later than 14 days from the date you informed us of your decision to cancel.
Please do not send anything back until we have confirmed the appropriate authorised return address and provided return instructions.
Items should be carefully repackaged and returned in a condition reflecting no more handling than would reasonably be necessary to inspect the product. We may make a reasonable deduction from the refund if the item has lost value because of unnecessary handling or damage after delivery.
RETURN POSTAGE
For change-of-mind returns, you are responsible for the direct cost of returning the item.
We recommend using a tracked and appropriately insured delivery service and retaining proof of postage, as we cannot issue the refund until we have received the item or you provide evidence that it has been returned.
REFUNDS
Once a valid cancellation has been received, we will refund:
• the price paid for the returned item
• the cost of the least expensive standard delivery option offered for the original order
Additional delivery costs resulting from your choice of an express, premium or upgraded delivery service are not refundable.
Refunds will be made using the original payment method, unless otherwise expressly agreed. We may withhold the refund until we have received the returned item or you provide evidence that it has been sent back.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order when it arrives. Contact us as soon as possible if an item is damaged in transit, faulty, defective or different from what you ordered.
Email hello@avilesprints.com with:
• your order number
• a description of the issue
• clear photographs of the item and packaging where relevant
Where goods are faulty, damaged or incorrect, we will work with you to provide the remedy required under applicable consumer law. This may include repair, replacement, a price reduction or refund. We will cover reasonable return costs where the goods are faulty, damaged or supplied incorrectly.
MADE-TO-ORDER AND PERSONALISED ITEMS
Our standard catalogue prints, standard sizes and standard frame options remain covered by the change-of-mind return terms above, even though they are produced after an order is placed.
The statutory cooling-off right may not apply to genuinely personalised, commissioned or bespoke artwork created to your individual specifications. This exception does not affect your rights where an item is faulty, damaged or not as described.
CANCELLATIONS BEFORE DISPATCH
Please contact us immediately if you wish to cancel an order before dispatch. Orders can enter production quickly, but we will process the cancellation where possible. Your statutory cancellation rights remain unaffected.
RETURN ADDRESS
Contact hello@avilesprints.com before returning an item. We will confirm the appropriate authorised return address for your order.
Do not return an order to the fulfilment address printed on the parcel unless we have instructed you to do so.
CONTACT
Aviles Prints
Email: hello@avilesprints.com
Nothing in this policy limits or excludes any rights available to you under applicable consumer law.