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Return & Refund Policy — Rita Freely Designs

Last updated: 09/12/2025

When We Offer Refunds or Returns

We offer a full refund or return (or replacement) only in the following circumstances:

  • The item arrives damaged in transit.

  • The item delivered is not what was ordered (wrong item).

  • The item is significantly different from its description (e.g. size, medium, or other incorrect description).

  • The order is lost in transit (confirmed by courier or postal service).

We do not offer refunds or returns for:

  • Custom-made or commissioned artwork (unless damaged or wrong description).

  • Digital content (e.g. design files, if you offer them) once delivered, or download started.

Statutory Rights & Your Exceptions

As a UK-based seller, we comply with the rules for online / distance selling. Consumers have a legal “cooling-off” period: the right to cancel within 14 days of receiving goods, then 14 further days to return them.
However, that right does not apply to custom, personalised or bespoke goods.

How to Request a Return or Refund

  1. If your item arrives damaged or if something is wrong, please contact us via our website form within 48 hours of delivery, including your order number and clear photographs of both the artwork and the packaging.

  2. Wait for our confirmation and instructions for return. We may ask you to return the item, or (if feasible) offer a replacement instead.

  3. If a return is required: repackage the artwork carefully (ideally in the original packaging). Return (TRACKED DELIVERY) postage is paid by THE CUSTOMER, unless the damage or error was our fault, in which case we will cover postage.

  4. Once we receive the returned artwork and confirm it’s in the same condition as when sent (except for the damage in question), we will issue a refund (to your original payment method) within 5–10 working days.

Important Notes

  • Refunds for shipping costs (OUTSIDE OF UK): If the return is because the item is faulty or incorrect, we will refund the original shipping cost. If the return is a result of the customer changing his/her mind (if we accept that as a goodwill exception), return shipping will be at THE CUSTOMER'S expense.

  • Please retain proof of postage/tracking when returning — we cannot accept liability for returns lost in transit.

  • This policy does not affect your statutory rights under UK consumer law.

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