Refund policy

At Thorne & Finch, our products are usually personalised and made to order.

This policy explains how we handle cancellations, returns, replacements and refunds. It should be read together with our Terms of Service, Shipping Policy and any product information shown at the time you place your order.

If you have any questions about your order, please contact us at hello@thorneandfinch.com.

1. Personalised and made-to-order products

Most Thorne & Finch products are personalised and made specifically for you.

This may include personalised artwork, prints, portraits, framed prints, unframed prints, posters, canvases, gifts and other made-to-order products.

Because these products are created using your uploaded content, personalisation details, selected options or approved artwork, they usually cannot be returned or refunded simply because you have changed your mind.

Nothing in this policy affects any rights you may have under applicable consumer law.

2. Approval-based artwork products

Some personalised products include an artwork approval process. This means we create a personalised artwork preview and send it to you for review before the item is sent to production.

For approval-based artwork products, we offer unlimited reasonable revisions before printing so that your artwork can be adjusted before it is approved for production.

Revision requests must be reasonable and related to the product ordered. We may refuse or limit revision requests that are abusive, excessive, impossible to complete, outside the scope of the product purchased, unrelated to the original order, or would require creating an entirely different product, subject, style or design.

Unlimited revisions apply before the artwork is approved and before the order is sent to production. They do not apply after production has started.

3. Live-rendered, instant-preview or pre-built products

Some products may use live previews, instant previews, template-based personalisation, pre-built designs or customer-selected options rather than a separate artwork approval process.

For these products, you are responsible for checking the preview, wording, spelling, layout, product choice and personalisation details before placing your order.

Unless the product page clearly states otherwise, unlimited revisions, manual artwork previews and the approval-based Love It Guarantee do not apply to live-rendered, instant-preview, template-based or pre-built personalised products.

4. Artwork approval

For approval-based artwork products, once you approve your artwork, you confirm that you are happy for the approved version to be sent to production.

You are responsible for checking your preview carefully before approval, including names, wording, dates, spelling, likeness, layout, colours, product size, frame choice and any other personalisation details.

After artwork approval, we may be unable to make further changes. This includes changes to spelling, artwork, layout, subject, product size, frame choice or delivery details.

If you approve artwork that contains an issue which was visible in the preview, we may not be responsible for replacing or refunding the item unless required by applicable consumer law or unless we determine that an appropriate remedy is due.

5. Love It Guarantee

Our Love It Guarantee applies to approval-based personalised artwork products, unless stated otherwise on the relevant product page.

For approval-based artwork products, we offer unlimited reasonable revisions before printing so your artwork is exactly how you want it before it is approved for production.

If you are not happy with your artwork preview, contact us before approving it and we will work with you to make reasonable revisions.

If you are still not happy with the artwork design before approving it and before production begins, we will refund your order.

Once your artwork has been approved or your order has been sent to production, the order becomes a personalised made-to-order item and can no longer usually be cancelled, changed or refunded unless required by applicable consumer law or unless we determine that an appropriate remedy is due.

The Love It Guarantee does not apply to live-rendered, instant-preview, template-based or pre-built personalised products unless the product page clearly states otherwise.

6. Cancellations

You may contact us to request a cancellation before your artwork has been created, approved or sent to production.

We will do our best to help, but cancellation is not guaranteed once we have started work on your personalised order.

For approval-based artwork products, if you are not happy with the artwork design before approving it and before production begins, we will refund your order in line with our Love It Guarantee.

Once your artwork has been approved or your order has been sent to production, we may be unable to cancel, change or refund the order unless required by applicable consumer law.

To request a cancellation, contact us at hello@thorneandfinch.com as soon as possible with your order number.

7. Issues with your order

If you believe there is an issue with your order, please contact us at hello@thorneandfinch.com as soon as possible so we can review it.

Please include:

  • your order number;

  • the email address used to place the order;

  • a clear description of the issue;

  • clear photos of the product;

  • photos of the packaging and delivery label, where relevant.

We may need this information to review the issue with our production, fulfilment or delivery partners.

Where required by applicable consumer law, or where we determine that an appropriate remedy is due, we may offer a replacement, reprint, refund, partial refund, store credit or another suitable solution depending on the circumstances.

8. Product and packaging evidence

Please do not dispose of the product or packaging until we have reviewed your request.

We may ask for photos of the product, packaging, delivery label or other relevant details so that we can properly assess the issue.

If we cannot reasonably review the issue because the product, packaging or evidence is unavailable, this may affect the resolution we are able to offer, unless applicable consumer law requires otherwise.

9. Customer-provided information

You are responsible for providing accurate, complete and suitable information when placing your order.

This may include names, dates, wording, spelling, punctuation, uploaded images, reference materials, personalisation instructions, product choices, size selections, frame choices, email address and delivery address.

We are not responsible for issues caused by incorrect, incomplete, low-quality or unclear information supplied by you.

If you notice an error after placing your order, contact us as soon as possible at hello@thorneandfinch.com. We will do our best to help, but changes may not be possible once work has started, artwork has been approved, or the order has been sent to production.

10. Colour, style and appearance

We make every effort to display our products accurately, but colours, brightness, contrast, paper tone, frame appearance, print finish, packaging and product details may vary slightly depending on your device, screen settings, lighting, print process, supplier availability and natural manufacturing differences.

Personalised artwork also involves creative interpretation. The finished artwork may not be an exact copy of the original image, photo or reference provided.

Minor differences in colour, style, layout, finish, paper tone, frame appearance or artistic interpretation are not usually treated as issues unless required by applicable consumer law or unless we determine that an appropriate remedy is due.

11. Returns

Please do not send any product back to us unless we have confirmed the return in writing.

Because our products are usually personalised and made to order, returns are not always required or accepted.

If a return is needed, we will provide instructions. The return address may vary depending on the product, fulfilment location and nature of the issue.

Items sent back without prior approval may not be accepted or processed.

12. Return costs

If we ask you to return an item because we determine that an appropriate remedy is due, we will explain the return process and whether any return shipping costs will be covered.

If a return is requested for a reason that is not due to an issue with the product or our fulfilment of the order, you may be responsible for any return shipping costs, customs charges, import charges or other related costs unless applicable consumer law requires otherwise.

13. Incorrect address, failed delivery or returned parcels

You are responsible for providing a complete and accurate delivery address.

If an order is delayed, returned, lost or delivered incorrectly because of an incorrect or incomplete address supplied by you, we may be unable to offer a free replacement or refund.

If an order is returned to us or our fulfilment partner because of an incorrect address, failed delivery attempt, refusal of delivery, non-collection, unpaid customs charges or similar issue, we may ask you to pay additional delivery, return, customs or production costs before the order is resent or replaced.

14. International orders

We may use local or regional fulfilment partners where available. In many cases, this means orders can be produced closer to the delivery destination.

However, some international orders may still be subject to customs duties, import taxes, local taxes, handling fees or other charges depending on the destination country, fulfilment location and local rules.

Unless expressly stated otherwise at checkout, any such charges are the customer’s responsibility.

International delivery times may vary due to customs, local carriers, import processes or other factors outside our control.

If an order is delayed, refused, returned or held because of customs, import processes, unpaid charges or local delivery procedures, we may be unable to offer a free replacement or refund unless required by applicable consumer law.

15. Refunds

If a refund is approved, it will usually be issued to the original payment method used for the order.

Approved refunds are normally processed after we have reviewed the request and confirmed the appropriate resolution. Your bank, card issuer or payment provider may take additional time to make the funds available.

Where a price was displayed or paid in a currency other than pounds sterling (GBP), the refunded amount may be affected by exchange rates, card issuer fees, payment provider fees or currency conversion charges. We are not responsible for any difference caused by exchange-rate changes, bank fees, card issuer fees or currency conversion charges.

Delivery charges, customs duties, import taxes, local taxes, handling fees or other third-party charges may not be refundable unless required by applicable consumer law.

16. Non-personalised products

If we offer non-personalised products, different cancellation or return rules may apply.

Any product-specific return terms will be shown on the relevant product page where applicable.

Nothing in this policy affects any rights you may have under applicable consumer law.

17. Contact us

To request help with a return, refund, cancellation, replacement or order issue, contact us at:

Thorne & Finch
Email: hello@thorneandfinch.com

Please include your order number and a clear description of the issue so we can review your request.