Refund policy
This Returns & Refund Policy applies to purchases made through the Tom Thorpe website.
Print on Demand Products
All prints and photographic products are produced to order. Because of this, items are treated as custom products.
Under UK consumer regulations, personalised or made-to-order items are not eligible for returns or refunds unless they are faulty or damaged.
Please ensure you choose your print size and product type carefully before purchasing.
Returns
If your order arrives damaged, defective, or incorrect, you may request a replacement.
To be eligible for a replacement:
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The issue must be reported within 48 hours of delivery
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You must provide photos or video evidence of the damage
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The item must be in the condition it was received
This allows us to make a claim with the courier where necessary.
To report an issue, contact:
Lost or Damaged in Transit
If your order is lost or damaged during shipping, responsibility remains with us.
Once confirmed, the item will be replaced at no additional cost.
Return Shipping
If a return is required and the issue is confirmed to be our fault (damage, defect, incorrect item), return postage will be covered.
If a return is approved for any other reason, return shipping costs are the responsibility of the customer.
Returns must be authorised before being sent.
Return address:
Tom Thorpe
7 Carloggas Grove
Newquay
Cornwall
United Kingdom
Items returned without prior contact may not be accepted.
Exchanges
As items are produced to order, exchanges are generally not available.
If you wish to order a different size or product, a new order will need to be placed.
Colour and Image Variations
Every effort is made to ensure that images displayed on the website accurately represent the final printed product.
However, slight variations may occur due to:
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differences between screen displays and printed materials
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print production processes
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cropping adjustments required for different print sizes
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canvas wrap borders or print margins
These minor variations are considered normal and do not qualify as faults.
European Union 14-Day Cooling Off Period
Customers within the European Union normally have a 14-day cooling-off period for online purchases.
However, this right does not apply to personalised or made-to-order items, including print-on-demand photographic products.
As all prints are produced specifically for each order, they are exempt from this cancellation right unless faulty.
Refunds
If a product is confirmed to be faulty or damaged and cannot be replaced, a refund may be issued.
Refunds will be processed to the original payment method once the issue has been reviewed and approved.
Please allow up to 10 business days for the refund to be processed after approval. Processing times may vary depending on your payment provider.
Contact
For any return, replacement or order issue, please contact:
Tom Thorpe
Email: thomas.james.thorpe@gmail.com