Refund and Returns Policy

Last updated: 14 October 2026

At Everything But That, we want you to love what arrives at your door.

Whether you’ve ordered a framed print for your wall or a mounted print as a gift, we take care in preparing and packaging every order.

However, we understand that sometimes things don’t go to plan. If you’ve changed your mind, received the wrong item or something has arrived damaged, we’re here to help.

Below you’ll find everything you need to know about returns, refunds and cancellations.

1. Changed your mind? No problem.

You have the right to cancel an eligible order within 14 days of receiving your goods, without giving a reason.

To cancel, email hello@everythingbutthat.co.uk within 14 days of delivery and let us know you’d like to return your order. Please include your order number.

Once you’ve notified us, you’ll have a further 14 days to send the item back.

If your order contains multiple items delivered separately, the cancellation period normally begins when you receive the final item.

Return postage

For change-of-mind returns, customers are responsible for return postage costs. We recommend using a tracked service and keeping proof of postage.

Please contact us before returning an item so we can provide the correct return address and instructions.

2. Returning your print

We want every return to arrive safely, particularly where glass frames are involved.

When returning an item, please:

• Package it securely, ideally using the original protective packaging.
• Protect the corners, glass and print against damage in transit.
• Include your order number or identifying details.
• Use a suitable postal or courier service.

You may inspect your purchase as you would in a shop. If an item has been handled beyond what is reasonably necessary and this reduces its value, we may make a lawful deduction from your refund.

You don’t need to retain the original packaging to exercise your statutory cancellation rights.

3. Damaged, faulty or incorrect items

We carefully package our prints, but occasionally things can go wrong during delivery.

If your order arrives damaged, faulty or isn’t what you ordered, please email hello@everythingbutthat.co.uk.

Where possible, we’d appreciate hearing from you within 48 hours of delivery, particularly for transit damage.

Please include:

• Your order number.
• A brief description of the problem.
• Clear photographs of the item, where possible.
• Photographs of damaged packaging, if available.

Depending on the circumstances and your statutory rights, we’ll arrange an appropriate replacement, repair or refund.

Where goods are faulty, damaged or incorrectly supplied, we’ll cover reasonable return postage costs where a return is required.

4. Refunds

For eligible change-of-mind cancellations, we’ll refund the price paid for the returned goods and any applicable standard outbound delivery charges.

If you selected premium delivery, we are only required to refund the equivalent standard delivery cost.

We may wait until we’ve received the returned goods or you’ve supplied evidence of sending them back, whichever happens first.

Refunds will be issued without undue delay and no later than 14 days after that point, using your original payment method unless otherwise agreed.

There are no administration or restocking fees for exercising statutory cancellation rights.

Faulty, damaged or incorrect goods will be handled in accordance with applicable consumer law.

5. Made-to-order and personalised products

Many of our prints are prepared or assembled after an order is placed.

If we introduce genuinely personalised products, such as prints featuring a customer’s name or bespoke message, different cancellation rules may apply. Any applicable exemption will be explained before purchase.

Your rights regarding faulty, damaged or incorrect goods remain unaffected.

6. Exchanges

If you’d prefer a different print or finish, email us and we’ll explain the available options.

For a change of mind, the simplest approach is usually to return the original item under this policy and place a new order.

If we’ve supplied the wrong item or finish, we’ll put things right at no additional cost.

7. Cancelling before dispatch

Need to cancel before your order has been sent?

Email hello@everythingbutthat.co.uk as soon as possible, including your order number.

If the order hasn’t been dispatched, we’ll arrange cancellation and a refund. If it’s already on its way, your applicable cancellation rights still apply.

8. UK and EU orders

This policy applies to eligible purchases made directly through everythingbutthat.co.uk, including orders delivered to the UK and European Union.

EU customers generally have a 14-day withdrawal right for eligible online purchases, alongside applicable protections for faulty or non-conforming goods.

For change-of-mind returns from outside the UK, customers are responsible for return shipping costs and applicable return-shipping arrangements.

Please contact us before sending an international return so we can provide instructions, including customs guidance where appropriate.

Nothing in this policy limits mandatory consumer rights applicable in your country of residence.

9. Your statutory rights

Nothing in this policy affects your statutory consumer rights.

UK customers are protected by applicable legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

EU customers retain applicable protections under EU and relevant national consumer law.

These rights may provide remedies beyond the 14-day cancellation period, particularly for faulty or misdescribed goods.

Everything But That
Some favourites deserve a frame.