Refund Policy
Thank you for buying from Frazzled Prints. We want you to love what you receive, and we want you to know exactly what you're buying. This policy explains how returns, exchanges and refunds work. It forms part of our Terms of Service and does not affect your statutory rights.
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Everything I make is a one-of-a-kind item, even if it’s the same print. Each item is hand inked and hand printed, giving every print a little bit of its own character.
Pre-loved clothing. Our t-shirts, jumpers and other clothing items are bought second hand from a range of sources and then hand-printed with our linocut designs. We do this to keep our work affordable, to reduce textile waste, and to push back against the damaging effects of fast fashion on people and the planet, particularly in the global south.
Reclaimed frames. Our framed pieces use second-hand, reclaimed wood frames that may show signs of their previous life.
Handmade prints. Every print is hand-carved, hand-inked and hand-printed. No two are identical, so ink coverage, texture, placement and small marks will vary slightly from piece to piece and from the product photos.
Because of this, signs of previous wear or use, and natural variation in the print, are expected and are not faults.
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We will always try to be upfront about condition. Each listing will include a condition note and photos of the actual item where possible. Our condition notes work like this:
Excellent: Looks almost new, with little or no visible wear.
Good: Light signs of previous wear, such as gentle fading, slight softening of fabric, or very small marks.
Well loved: Visible signs of previous use, such as noticeable fading, light bobbling, small marks, or minor repairs. Any significant flaws will be mentioned in the listing.
Frames: Reclaimed frames may have scuffs, dents, nail holes, patina, knots, colour variation or small imperfections in the wood. Any significant damage will be mentioned in the listing.
Please read the listing carefully and message us at frazzledprints@gmail.com before you buy if you'd like more photos or detail about a particular item. We're happy to help.
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If you are a consumer buying online from us in the UK, you have the right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This applies to second-hand items too. To use this right:
Email us at frazzledprints@gmail.com within 14 days of delivery telling us you want to cancel. Please include your name, order number and the item(s) concerned.
Send the item(s) back to us within 14 days of telling us you want to cancel.
We will refund you once we've received the item back and checked it (see section 7).
Condition of returned items
Please return items in the same condition you received them. Items should be unworn (apart from trying on), unwashed, undamaged, and with any tags or packaging we included. Because every item is unique and often can't be resold if it has been used, we may reduce your refund if an item is returned in a worse condition than when it was sent (for example, if it has been worn, washed, stained, altered, or the frame or glass has been damaged). You may handle and inspect items to decide whether you want to keep them, but not use them.
Return postage for a change-of-mind return is paid by you, unless the item is faulty or not as described. Please use a tracked service and pack items carefully, as you are responsible for the item until it reaches us. We recommend keeping proof of postage.
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The 14-day cancellation right does not apply to:
Personalised or made-to-order items: items made to your specification, such as custom colours, sizes, designs or text, or bespoke commissions (unless they are faulty or not as described).
If a custom item is faulty it can still be returned, as explained in section 5.
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Second-hand and reclaimed doesn't mean we can send you something in poor condition without telling you. Under the Consumer Rights Act 2015, items must be as described, of satisfactory quality (taking into account that they are second hand, their price and their described condition) and fit for purpose.
This means:
Expected wear and natural print variation are not faults (see section 1).
A fault is something that is materially different from, or worse than, what we described, such as an undisclosed hole, stain or broken zip, a frame that is cracked or structurally unsound, glass that is broken on arrival, or a print that is smudged, misprinted or significantly different from the product photos.
Damage in transit is also covered.
If you think your item is faulty, damaged or not as described:
Email us at frazzledprints@gmail.com as soon as possible and within [14] days of delivery if you can, with your order number and clear photos of the problem (and the packaging, ifdamaged in transit).
We will respond within [3] working days.
Depending on the situation, we will offer a replacement (if we have a suitable one), a repair, a partial refund if you'd prefer to keep the item, or a full refund. We will cover reasonable return postage for faulty or misdescribed items, and send you a prepaid label or refund your costs.
Your statutory rights apply for up to six years in England and Wales (five in Scotland), though the longer you've had an item, the more difficult it is to show a fault was present at purchase. Nothing in this policy limits those rights.
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Because most of our items are one-of-a-kind, we can't always offer an exact swap. If you'd like to exchange an item (for example, for a different size), contact us at frazzledprints@gmail.com and we will check what's available. Where we can't offer a suitable alternative, you can return the item for a refund under section 3.
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Once we receive your return, we will inspect it and email you to confirm.
Refunds are made to the original payment method within 14 days of us receiving the item back (or of you providing proof of postage, if earlier).
For change-of-mind returns, we will refund the item price and the standard delivery cost you paid. We won't refund extra costs if you chose a more expensive delivery option than our cheapest standard option.
If we reduce a refund because an item has lost value through handling beyond what was needed to inspect it, we will tell you how much and why.
Your bank or card provider may take a few extra days to show the refund.
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Framed pieces are heavier and more fragile than other items, so please note:
We pack them carefully, but if the glass, acrylic or frame arrives damaged, please photograph the packaging and the damage before you unpack further, and contact us right away.
If you want to return a framed item, please pack it very securely, ideally in its original packaging. Items damaged on the return journey because of poor packaging may attract a reduced refund, so we recommend insured, tracked delivery.
Reclaimed frames come with the marks of their previous life. Minor scuffs, dents, nail holes and colour variation are expected and are not faults.
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9. Lost Parcels
If your parcel hasn't arrived within the estimated delivery time, please contact us at frazzledprints@gmail.com. We'll investigate with the carrier and, if the parcel is confirmed lost, we will send a replacement (if available) or issue a full refund.
10. Cancelling an Order Before It Ships
If you change your mind before we've dispatched your order, email us at frazzledprints@gmail.com as soon as possible and we'll cancel it and refund you in full. If the order has already been made up or dispatched, the returns process in section 3 applies.
11. Our Promise on Sustainability
If an item doesn't work out, please don't bin it! If we can't take it back or resell it, we'd love to suggest alternatives, such as swapping it for something else or passing it to a friend or charity shop. Pre-loved items deserve a long life.
12. Contact Us
If you have any questions about returns or refunds, we're always happy to help. frazzledprints@gmail.com