Refund policy
Last updated: 23 October 2026
The Faithful Years ("we", "us") is based at Bridle Place, Ossett WF5 9PX, United Kingdom. Every print we sell is personalised with your own photos and words and made to order for you in the UK. This policy explains what that means for returns, and what we'll do if anything goes wrong. Nothing in this policy affects your statutory rights.
1. Personalised items – no change-of-mind returns
Because each print is made to your specification and clearly personalised (your photos, your pet's name and dates), it is exempt from the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This means we can't accept returns or give refunds if you simply change your mind, choose a different size or frame, or no longer need the print.
Please check your preview carefully before you order, especially the spelling of names, the dates and the wording. We print exactly the details you approve.
2. Changing or cancelling before we print
If you spot a mistake or need to cancel, email us at rinalds@myself.com as soon as possible with your order number. If your print hasn't gone into production yet (usually within 12 hours of ordering), we'll gladly correct it or cancel and refund your order in full. Once printing has started we can't cancel the order.
3. Damaged or faulty prints – free replacement
Every order is checked by hand before it's printed and packed carefully. If your print or frame arrives damaged (for example cracked glazing or a broken frame), faulty, or not as described – or if we've sent the wrong item or made a printing error – we'll send you a free replacement, or a refund if you prefer.
- Please email rinalds@myself.com with your order number and a photo of the problem (and of the packaging, if it was damaged in transit). Letting us know as soon as you can helps us sort it quickly.
- You won't need to send a damaged item back unless we ask you to; if we do, we'll cover the cost of returning it.
- A replacement is remade and sent by tracked delivery at no cost to you.
4. Your rights under the Consumer Rights Act 2015
Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty you are entitled to a refund within 30 days of delivery; after that, you are entitled to a repair or replacement and, if that is not possible or unsuccessful, a refund (which may be reduced for use if more than six months have passed). These rights apply to personalised items too.
5. Non-personalised items
If we ever sell an item that isn't personalised or made to order, you can cancel within 14 days of the day after you receive it. Tell us by email, then send the item back within 14 days; you pay the cost of returning it unless it is faulty or not as described. We will refund you within 14 days of receiving it back (or of you showing us proof of posting, if sooner) using your original payment method.
6. Refunds
Where a refund is due, it will be made to your original payment method within 14 days. Depending on your bank, it may take a few further working days to appear.
7. Contact
Email: rinalds@myself.com
The Faithful Years, Bridle Place, Ossett WF5 9PX, United Kingdom