Refund policy
Refund & Returns Policy
100-Day Returns
We want you to be happy with what you ordered, so we offer a 100-day return policy on eligible non-personalised products.
You have 100 days from the date your order is delivered to request a return.
This is in addition to your statutory rights as a UK consumer.
What Can Be Returned?
To qualify for our 100-day change-of-mind return policy, your print must be:
- unused and undamaged;
- free from marks, creases or other signs of handling;
- in a condition that allows us to resell it; and
- returned in suitable protective packaging.
You'll also need your order number or another form of proof of purchase.
Starting a Return
To request a return, email us at:
Please include your order number and let us know which item or items you'd like to return.
We'll then send you the information you need to return your order safely.
Please don't send anything back before contacting us first.
Personalised Products
Because personalised prints are made specifically for you, they cannot normally be returned simply because you've changed your mind.
This includes products made with names, wording or other personalisation supplied or selected as part of your order.
However, if we've made a mistake, your personalised print arrives damaged, or there's otherwise something wrong with it, that is completely different.
If we've got something wrong, we'll put it right.
Your statutory rights are not affected.
Damaged, Faulty or Incorrect Orders
Please check your order when it arrives.
If a print is damaged, faulty, incorrect or significantly different from what you ordered, contact us as soon as reasonably possible at hello@strawberryvalley.co.uk.
Including a photograph of the problem can help us resolve things quickly.
Depending on the circumstances, we'll arrange an appropriate replacement or refund.
You won't be expected to pay return postage where goods are faulty, damaged, incorrect or otherwise fail to meet your statutory rights.
Change-of-Mind Return Postage
For returns made under our voluntary 100-day change-of-mind policy, the cost of returning the item to us is your responsibility.
We recommend using suitable protective packaging and obtaining proof of postage, as returned artwork remains your responsibility until it reaches us.
Refunds
Once your return has arrived, we'll inspect it and let you know when your refund has been approved.
Approved refunds will be returned to your original payment method.
Your bank or payment provider may take a little additional time to process the refund after we've issued it.
Multi-Buy Offers
If you return part of an order purchased using a multi-buy saving, the remaining items may no longer qualify for the original discount.
Where appropriate, we'll recalculate the order based on the offer your remaining prints still qualify for, and your refund will reflect the resulting order value.
For example, if buying three prints qualified for a larger saving and you later return one, the two prints you keep may instead be priced using the two-print offer.
This applies only to voluntary change-of-mind returns and does not reduce your statutory rights where an item is faulty, damaged, incorrect or not as described.
Questions?
If you're unsure whether something can be returned, just email us at:
We'll be happy to help.
Last updated: September 2026