Refund policy

Refund and Returns Policy

Last updated: 17/08/2026

This policy applies to orders placed with Hunloe by consumers in the United Kingdom. Nothing in this policy affects your statutory rights.

Made to order

Everything we sell is made to order. Prints are generated from the date and location you supply, and photo boards are cut to the outline you choose. Nothing is printed or cut in advance, and nothing is produced until your order is placed.

Personalised items

Because our prints and photo boards are made to your specification and personalised with details you provide, they are exempt from the 14-day cancellation right under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This means you do not have an automatic right to cancel or return a personalised item once production has begun, unless it is faulty, damaged, or not as described.

You are told this before you complete your order, and you confirm it at checkout.

Changing your mind before production

We understand that mistakes happen. If you contact us within [2 hours] of placing your order, and production has not yet begun, we will cancel your order and refund you in full. Email [EMAIL] with your order number as soon as possible.

Once production has begun we cannot cancel the order, because the item cannot be sold to anyone else.

Mistakes in the details you gave us

Please check the details you enter carefully before ordering. The date, location, spelling and size you type into the order form are exactly what we print. We do not amend, correct or interpret what you have entered.

If you enter incorrect details and only notice after production has begun, the item is not eligible for a refund.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. This applies to personalised items in exactly the same way as to anything else.

If your order arrives damaged, faulty, or is not what you ordered:

Contact us within 30 days of delivery and you have the short-term right to reject the item for a full refund, including the delivery charge you paid.
After 30 days, and within six months of delivery, you are entitled to a repair or replacement. If that is not possible or does not resolve the problem, you may be entitled to a refund, which may be reduced to reflect the use you have had of the item.

Email [EMAIL] with your order number and photographs of the problem. Photographs let us resolve most cases without you having to send anything back. Where we do need the item returned, we will pay the return postage.

Damage caused after delivery, including damage during framing or hanging, is not covered.

Non-personalised items

Any item that is not personalised may be returned under your standard cancellation rights. You have 14 days from the day you receive the item to tell us you wish to cancel, and a further 14 days to return it.

To cancel, email [EMAIL] with your order number, or use the model cancellation form.

The item must be returned unused and in its original packaging. You are responsible for the cost of return postage unless the item is faulty. We recommend a tracked service, as we cannot refund items that do not reach us.

We will refund the price of the item and the standard delivery charge you originally paid within 14 days of receiving the item back, or of receiving proof that you have sent it.

Gift cards

Gift cards are non-refundable and cannot be exchanged for cash. This does not affect your rights in respect of any item purchased using a gift card.

Delivery problems

We dispatch within approximately five working days and send you a tracking number.

If your order has not arrived within [14] days of dispatch, contact us at [EMAIL] and we will investigate with the carrier. If the parcel is confirmed lost, we will remake and resend your order at no cost, or refund you in full — the choice is yours.

Please make sure your delivery address is correct at checkout. We cannot refund orders that are undeliverable or lost because an incorrect address was supplied, though we will always try to help.

How refunds are made

Refunds are issued to the original payment method within 14 days of us agreeing that a refund is due, or of receiving the returned item, whichever is applicable. Depending on your bank, the money may take a few working days to appear.

Your statutory rights

This policy sits alongside your legal rights and does not replace them. Under the Consumer Rights Act 2015 you have rights against us as the seller if goods are faulty or not as described. Free advice is available from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.