Last updated: 23 June 2026
We want you to be delighted with your purchase. This policy explains your rights to cancel, return and obtain a refund. It does not affect your statutory rights.
Personalised and made-to-order items
Because our personalised and made-to-order products are created specifically for you, they are exempt from the standard 14-day right to cancel under the Consumer Contracts Regulations 2013. We are therefore unable to accept returns or offer refunds on personalised items unless they are faulty, damaged or not as described. Please check all personalisation details carefully before ordering.
Non-personalised items
For any non-personalised, standard items, you have the right to cancel within 14 days of receiving your order. To be eligible for a return, the item must be unused, in its original condition and packaging. You must return the item within 14 days of notifying us, and you are responsible for the cost of return postage unless the item is faulty.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or is not what you ordered, please contact us within 30 days of delivery with your order number and a photograph of the issue. We will arrange a replacement or a full refund, including any return postage costs, at no charge to you.
How to return an item
To start a return, email us at info@my-photo-frames.com with your order number and the reason for the return. We will provide instructions on how and where to send your item. Please do not send items back without contacting us first.
Refunds
Once we have received and inspected your returned item, we will notify you of the outcome. Approved refunds are processed to your original payment method, usually within 14 days. Depending on your bank or card provider, it may take a few additional days for the funds to appear.
Contact us
If you have any questions about returns or refunds, please contact us at info@my-photo-frames.com.
Company information
This website is operated by COPPER CLICK LTD, a company registered in England and Wales under company number 13643251, whose registered office is at 14 Smithers Drive, Chelmsford, England, CM2 7JP. You can contact us at info@my-photo-frames.com.