Refund policy

Returns & Refunds

We want you to be happy with your order. For non-personalised items, you may request a return within 14 days of receiving your order.

To be eligible for a return, your item must be returned in the same condition in which you received it. To request a return, please sign in to your customer account using the account icon on our website and select the relevant order, or contact us at inceptionstudio@hotmail.com.

Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item. We recommend using a tracked postal service when returning an order.

Personalised and custom-made items

Products that are made to your specifications or personalised specifically for you, including our personalised Favourite Places prints, cannot normally be returned or cancelled under the change-of-mind withdrawal period.

This does not affect your rights if a personalised item is faulty, damaged, incorrect or not as described.

Damages, faults and incorrect items

Please inspect your order when it arrives and contact us as soon as possible if your item is damaged, defective or incorrect. Please include photographs where possible so that we can assess the issue and arrange an appropriate resolution.

Where an item is faulty, damaged or incorrect, we will cover any applicable return costs and arrange a replacement, refund or other appropriate remedy in accordance with your statutory rights.

EU customers — right of withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from an eligible online purchase without giving a reason within 14 days from the date the last item in your order is delivered.

You can exercise this right through your customer account on our website or by contacting us at inceptionstudio@hotmail.com. If you exercise your right of withdrawal, you are responsible for the cost of returning the goods unless the goods are faulty, damaged or incorrect.

The right of withdrawal does not apply to certain goods, including goods made to your specifications or clearly personalised.

Refunds

Once we have received and inspected your return, we will notify you. If your return is approved, your refund will be issued to your original payment method.

For eligible EU withdrawals, we will refund payments due to you, including the cost of standard outbound delivery where applicable. We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, where permitted by law.

Your bank or card provider may take additional time to process the refund after it has been issued.

Nothing in this policy affects your statutory consumer rights.