Returns & refunds

Last updated: 10. October 2026

We want you to feel confident about your Alegart artwork. Our free preview lets you see your artwork before you decide whether to pay.

This policy explains cancellations, returns and refunds for our personalised printed artwork and digital artwork. It applies to UK consumer purchases from ALEGART Ltd and should be read together with our Terms & Conditions.

Nothing in this policy limits your statutory rights.

1. Your free preview and approval

No payment is taken when you place your order. We prepare a free preview of your artwork so that you can see it before deciding whether to go ahead.

Once we email you the complete preview, you have 7 days to decide. During this time you can:

• request your included revision – one revision is included with every order and can cover more than one artwork. Please tell us the artwork number and the changes you would like. A new 7-day period starts when we send your updated preview;
• approve and pay – select "Approve & Pay" and complete payment. Successful payment approves all the current artwork previews in your order; or
• decide not to go ahead – simply do not pay, or contact us to close your order.

If you do nothing within 7 days, your unpaid order closes automatically. As no payment has been taken, there is nothing to refund.

Printing starts, and digital files are made available, only after your payment has been confirmed.

The revision limit does not affect your rights if a product is faulty, damaged or not as described.

2. Changing your mind about printed artwork

Our printed artwork is made to your specifications using your photographs and the artwork you approved. Because it is personalised, the usual 14-day right to cancel online purchases does not apply.

Once you have paid, we cannot offer a return or exchange simply because you have changed your mind.

If you need to stop or change a paid order, please contact us straight away. We will check whether this is still possible and explain your options. This does not affect your statutory rights in relation to delayed or failed delivery.

3. Faulty, damaged or incorrect printed artwork

Your printed artwork must be of satisfactory quality, match its description and be fit for any particular purpose agreed with us. Please contact us if, for example:

• your artwork arrives damaged;
• there is a printing or production fault;
• we send the wrong product, size or artwork; or
• the product does not match what you ordered.

If your printed artwork does not meet these standards, you normally have the right to reject it within 30 days of delivery and receive a full refund. You can ask for a repair or replacement instead if you prefer.

After 30 days, you may still be entitled to a free repair or replacement, provided within a reasonable time and without significant inconvenience to you. If that is not possible or does not fix the problem, you may be entitled to a price reduction or a refund.

The 30-day period is not a deadline for all claims or other legal remedies.

We remain responsible for putting things right, even where printing or delivery is carried out by one of our partners.

4. Digital artwork and download problems

Your digital artwork must be of satisfactory quality, fit for any agreed purpose and as described. Please contact us if your file is damaged, the wrong artwork has been supplied or the file does not match what you ordered.

If your digital artwork does not meet these standards, you are entitled to a free repair or replacement within a reasonable time and without significant inconvenience. If that is not possible or does not fix the problem, you may be entitled to a price reduction, which can be a full refund.

The 30-day right to reject applies to physical goods only, not to digital content.

Download links in our emails expire after seven days. This does not cancel your purchase. Your files remain available in My Account for 12 months after they are first made available, so please download them and keep your own backup copy. If you cannot access your files, contact us and we will help.

5. Cancelling a digital artwork purchase

Digital artwork has different cancellation rules from printed artwork. Being personalised does not, by itself, remove your right to cancel a digital download.

You normally have 14 days to cancel a digital artwork purchase, starting the day after you pay. Your right to cancel ends when your download is made available only if:

• you expressly agreed that your download could be made available straight away;
• you acknowledged that you would lose your right to cancel once it was; and
• we confirmed this to you in a form you can keep, such as an email.

We ask for this agreement on the payment page and confirm it in your payment confirmation email. If any of these steps has not taken place, you keep your right to cancel even if you have paid for or downloaded the artwork.

To cancel where this right applies, email us with a clear statement that you wish to cancel. You can use the model cancellation form in our Terms & Conditions, but you do not have to.

Losing the right to cancel for a change of mind does not affect your rights if your digital artwork is faulty or incorrect.

6. Reporting a problem

Email info.uk@alegart.com or use the "Report a problem" form below. To help us look into it, please include:

• your order number, if you have it;
• the artwork number, such as Artwork 1 or Artwork 2;
• a description of the problem; and
• photos or screenshots, if helpful.

Photos help us resolve problems more quickly, but you do not need them to use your statutory rights. If you cannot find your order number, contact us anyway and we will find your order.

Please let us know about any problem as soon as you can. We will review it and explain the next steps.

7. Returning printed artwork

Please contact us before sending anything back, so that we can give you return instructions, a pre-paid label or arrange collection.

Where faulty, damaged or incorrect artwork needs to be returned, we will cover the reasonable return costs.

Please keep the item available for inspection or collection, and package it carefully if it needs to be posted. Original packaging is helpful but not required.

Please do not send items to our registered office unless we have asked you to.

Digital files do not need to be returned.

8. Refunds

If you are entitled to a refund or price reduction because of a fault, we will refund you without undue delay and within 14 days of agreeing that you are entitled to it.

If you validly cancel a digital purchase, we will refund you without undue delay and within 14 days of you telling us that you wish to cancel.

Refunds are made to your original payment method unless you agree otherwise. We do not charge a refund fee. Your bank or payment provider may take a few extra days to show the refund in your account.

If only one item in a mixed order has a problem, we will normally put right that item rather than cancel the whole order, unless your statutory rights entitle you to more.

9. Delayed or missing delivery

If your printed artwork has not arrived, or your digital artwork has not been made available, please contact us with your order details. We will look into it and explain your options. You do not need to contact our printing partner or courier yourself.

This does not affect your statutory rights in relation to delayed or failed delivery.

10. Contact us

For cancellations, returns, refunds or complaints, please contact us:

Email: info.uk@alegart.com
Telephone: +44 20 3996 3926 (Monday to Friday, 9:00–17:30 UK time)
Post: ALEGART Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom

This is our registered office and correspondence address, not a returns address. Please contact us for return instructions.

If you are not happy with our response, reply to the same email and ask us to review your complaint. You can also get free, independent advice from Citizens Advice (England and Wales), Advice Direct Scotland or Consumerline (Northern Ireland).