Refund policy

Returns, Refunds & Cancellations Policy

We want you to be happy with your order. All our products are made to order and produced specifically for you based on your selected design, size, and specifications. Because every item is custom-made, our returns and cancellations policy differs from that of a standard retail store.

This policy complies with applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

 

 

1. Made-to-Order & Personalised Products

All products are made to order, and many are personalised or custom manufactured to your specifications.

Because of this:

  • We do not accept returns or exchanges for: 

    • change of mind 

    • incorrect sizing selected by the customer 

    • customer ordering errors 

    • incorrect artwork or personalisation submitted by the customer 

    • dissatisfaction with a design approved by the customer 

Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, personalised and made-to-order products are exempt from the standard 14-day cancellation and return rights.

We strongly encourage customers to carefully review all order details, sizing information, artwork, and previews before placing an order.

AI Imagery

Please note that some imagery shown on this website is intended for illustrative and styling purposes only. While every effort has been made to ensure that product visuals accurately represent the final designs, certain images — particularly lifestyle scenes and interior settings — have been created using AI-generated room simulations and digital mockups. As a result, slight variations in colour, scale, texture, placement, or overall appearance may occur between the images shown and the final physical product.

For the most accurate representation of each design, including pattern placement, colour, and product details, we recommend referring to the individual product pages and close-up imagery where available. We recommend purchasing a sample before committing to your full quantity requirements.

All products featured on this website showcase authentic, original artwork and designs created by the artist. Products are printed and manufactured sustainably on demand through our trusted production partner, Contrado. Because products are made to order, mockup imagery is used to help visualise how designs may appear across different products and interior environments before physical production takes place.

These mockups combine high-quality product renders with AI-generated lifestyle settings to provide inspiration, styling context, and a sense of scale. While we aim for consistency and realism throughout, these scenes should be viewed as artistic representations rather than exact photographs of the finished products.

 

2. Order Cancellations

2.1 Cancellation Window

Orders may be cancelled within 30 minutes of purchase for a full refund, provided production has not already started.

To request a cancellation, contact us immediately at:

Email: lynmasonatelier@proton.me

If your cancellation request is accepted, your refund will be processed to your original payment method.

2.2 Cancellations After 30 Minutes

After 30 minutes, your order may already be in production and materials may have been committed specifically to your item.

For cancellations requested after this period:

  • a production charge may apply 

  • refunds may be partial depending on production progress 

  • once production is substantially complete, cancellation may no longer be possible 

Any applicable deductions will be explained before processing your refund.

 

3. Damaged, Faulty or Incorrect Items

Please inspect your order immediately upon delivery.

If your item arrives:

  • damaged 

  • defective 

  • faulty 

  • incorrectly manufactured 

  • incorrect to the order placed 

please contact us within 14 days of receiving your order.

For transit damage, please notify us within 48 hours of delivery where possible.

To report an issue, email:

lynmasonatelier@proton.me

Please include:

  • your order number 

  • a description of the issue 

  • clear photographs showing: 

    • the full product 

    • the fault, damage, or incorrect item 

    • packaging and labels where relevant 

Photographic evidence is required for all fault and damage claims.

Do not return any item without contacting us first, as unauthorised returns may not be accepted.

 

4. Faulty or Defective Products

Under the Consumer Rights Act 2015, customers are entitled to receive goods that are:

  • of satisfactory quality 

  • fit for purpose 

  • as described 

Where a manufacturing fault is confirmed, we may offer one of the following remedies:

  • replacement 

  • repair 

  • remake 

  • full or partial refund 

If a return is required, we will provide return instructions and authorisation details.

Where the fault is confirmed as our error, reasonable return postage costs may be reimbursed.

Refunds will be issued to the original payment method.

 

5. Non-Returnable Items

We cannot accept returns or offer refunds for:

  • made-to-order or personalised products correctly manufactured to your specification 

  • sale items 

  • gift cards 

  • perishable goods 

  • personal care products 

  • hazardous materials, flammable liquids, or gases 

 

6. Exchanges

As all items are made to order, we do not offer exchanges for incorrect sizing, colour selection, or customer ordering errors.

If your item is faulty or incorrect due to our error, we will arrange an appropriate replacement or remedy.

 

7. Non-Personalised Products

For non-personalised, non-custom products, you may have the right to cancel or return your order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.

To qualify:

  • items must be unused 

  • in original packaging 

  • with tags attached 

  • accompanied by proof of purchase 

Customers are responsible for return postage costs unless the item is faulty or supplied incorrectly.

 

8. Refunds

Once a return or claim is approved, refunds will be processed to your original payment method.

Please allow:

  • up to 10 business days for your bank or card provider to process the refund 

  • up to 14 calendar days where inspection or returned goods are required 

If more than 15 business days have passed since your refund was approved, please contact us at:

lynmasonatelier@proton.me

 

9. Lost or Damaged Deliveries

If your order has not arrived within the expected delivery timeframe:

  • please allow an additional 3 working days before contacting us 

  • we will investigate the issue with the delivery carrier 

If a parcel is confirmed lost, we may offer:

  • a replacement order 

  • a full refund 

We are not responsible for orders lost due to incorrect delivery information provided by the customer.

 

10. Colour & Size Variations

Due to the nature of custom printing and handmade production processes:

  • slight colour variations between screen displays and finished products may occur (see information regarding AI Imagery above)

  • small size tolerances (approximately ±1–3%) may occur 

These variations are considered normal and are not regarded as faults.

 

11. Contact Us

For all returns, refunds, cancellations, or order issues, please contact:

Email: lynmasonatelier@proton.me