Refund policy

Matthew Webb Studio

We want you to be completely satisfied with your photographic artwork. This policy explains how cancellations, returns, exchanges and refunds work for orders placed through matthewjpwebb.com.

1. United Kingdom and European Union — Standard Prints

Customers in the United Kingdom and European Union have the right to cancel an online order for standard, non-personalised physical artwork within 14 days of receiving their order, without providing a reason.

This applies to our standard photographic prints, unframed artwork and framed prints, including products printed to order using our standard catalogue options.

To exercise your cancellation right:

1. Email hello@matthewjpwebb.com within 14 days of receiving your order, including your order number and a clear statement that you wish to cancel.

2. We will provide the appropriate return address and instructions.

3. Return the artwork within 14 days of notifying us of your cancellation.

Please package your artwork securely to prevent damage during transit.

You may inspect your purchase as you would in a shop. If the artwork has been handled beyond what is necessary to inspect it, we may make a reasonable deduction from your refund to reflect any resulting reduction in value, as permitted by law.

Sale or discounted items remain eligible for statutory cancellation rights.

2. United States and Other International Orders

For orders delivered outside the United Kingdom and European Union, including the United States, we do not offer voluntary returns or exchanges for changes of mind.

This includes requests to change the artwork, print size or frame finish after delivery.

If your order arrives damaged, defective, incorrect or not as described, please contact hello@matthewjpwebb.com. We will arrange an appropriate remedy, including a replacement or refund where required by applicable law.

This policy does not limit any mandatory consumer rights under the laws applicable to your purchase.

3. Personalised and Custom Artwork

Artwork genuinely personalised or made to your individual specifications is generally excluded from statutory change-of-mind cancellation rights where the applicable law permits.

Examples include:

• Prints featuring a customer-requested name, date or personalised message.

• Bespoke photographic artwork created or modified to individual specifications.

• Individually commissioned designs or custom artwork.

Selecting a standard print size, frame finish or other standard catalogue option does not, by itself, make an item personalised.

Personalised artwork remains covered by your statutory rights if it arrives damaged, defective, incorrect or not as described.

4. Digital Downloads

Digital photographic artwork is supplied electronically and does not require physical shipping.

For customers with applicable statutory cancellation rights, the cancellation period for digital content generally begins when the contract is entered into.

Where you expressly consent to immediate supply of digital content and acknowledge that your cancellation right will be lost once supply begins, that right may end when the digital content is supplied, as permitted by law.

If the required consent and acknowledgement have not been obtained, applicable statutory cancellation rights remain in place.

If your digital download is defective, inaccessible or materially different from its description, please contact us so we can investigate and provide an appropriate remedy.

Your statutory rights remain unaffected.

5. Damaged, Defective or Incorrect Orders

Every order is prepared with care. However, if your artwork arrives damaged, defective or incorrect, please contact us as soon as reasonably possible.

Email hello@matthewjpwebb.com and include:

• Your order number.

• A description of the problem.

• Photographs of the affected artwork and packaging, where available.

We will review the issue and arrange an appropriate solution, which may include a replacement, repair, refund or other remedy in accordance with your statutory rights.

Where a return is necessary because an item is faulty, damaged or incorrectly supplied, we will cover reasonable return postage costs where required by law.

6. Return Shipping Costs

For eligible change-of-mind returns from the United Kingdom and European Union:

• Customers are responsible for arranging and paying for return postage.

• We recommend using a tracked and appropriately insured delivery service.

• We do not charge a restocking fee.

Please contact us before posting a return so that we can provide the correct return address.

The return address may differ from the original shipping address because our artwork is fulfilled through specialist printing partners.

For faulty, defective or incorrectly supplied products, we will arrange or cover reasonable return shipping where required by law.

7. Refunds

Once a valid return or cancellation has been processed, refunds will be issued to the original payment method.

For eligible UK and EU change-of-mind cancellations, we will reimburse the product price and any applicable standard outward delivery charge.

If you selected a premium delivery service, we are not required to refund the additional cost above standard delivery.

Where goods are being returned, we will issue the refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier, subject to any permitted deductions.

Where an eligible cancellation occurs before goods are dispatched and there are no goods to return, we will issue the applicable refund within 14 days of receiving your cancellation notice.

Your payment provider may take additional time to display the refund in your account.

We do not charge refund administration or restocking fees.

8. Exchanges

We do not offer direct exchanges for changes of mind, including requests for a different print size, frame finish or artwork.

If your purchase is eligible for a return under this policy, you may cancel and return it for a refund, then place a new order for your preferred product.

If the artwork is damaged, defective or incorrect, we will provide an appropriate remedy, including a replacement where required by law.

9. Cancelling an Order Before Dispatch

If you need to cancel or amend an order before it has been dispatched, please contact us as soon as possible at hello@matthewjpwebb.com.

Because our artwork is produced to order, production may begin shortly after purchase.

We will endeavour to accommodate cancellation or amendment requests where possible. However, this does not restrict any statutory cancellation rights that apply to your order.

Genuinely personalised artwork may be subject to different cancellation conditions as explained above.

10. How to Contact Us

For cancellation requests, returns, refunds or questions about your order, please contact:

Matthew Webb Studio

Email: hello@matthewjpwebb.com

Website: https://matthewjpwebb.com

Please include your order number where possible.

To exercise a statutory cancellation right, you may send us a clear cancellation statement by email. You do not need to use a particular form.

If preferred, your cancellation request may include:

• Your name and address.

• Your order number.

• The product ordered.

• The date of purchase and date of delivery.

• A statement confirming that you wish to cancel your purchase.

11. Your Statutory Rights

Nothing in this policy excludes, restricts or otherwise affects your statutory consumer rights under applicable law.

Where local consumer protection legislation provides rights that exceed those described in this policy, those mandatory rights will prevail.