Returns & Refunds
At Ash & Auk, we want you to love your purchase. We take great care in producing our art prints and wallcoverings, and we want every piece to find its perfect place in your home.
As our products are made to order, our returns policy differs slightly depending on the type of product you have purchased. Please take a moment to read the information below before placing your order.
1. Art Prints
Our art prints are produced on demand, especially for you, once an order has been placed.
Although each print is made to order, our standard art prints are not individually personalised or manufactured to your unique specifications. This means that you are entitled to the usual 14-day cancellation period for online purchases.
If you change your mind, you can cancel your order within 14 days of receiving your print.
To arrange a return:
- Contact us at hello@ashandauck.com within 14 days of receiving your order.
- Let us know your order number and that you wish to cancel your purchase.
- Once you have notified us, you have a further 14 days to send the print back to us.
Please return your print in its original condition and, where reasonably possible, in its original packaging.
You may inspect your print as you would in a shop. However, if it is handled beyond what is necessary to inspect it and its value is reduced as a result, we may make a reasonable deduction from your refund.
Return postage
If you simply change your mind, you are responsible for the direct cost of returning the print to us.
2. Wallcoverings – Wallpapers & Murals
Our wallpapers and murals are made to measure and produced according to the individual measurements and specifications you provide.
As each product is manufactured to your specific requirements, the statutory 14-day right to cancel does not generally apply under the Consumer Contracts Regulations 2013.
For this reason, we are unable to accept cancellations or returns for bespoke wallcoverings simply because you have changed your mind.
A little note before ordering: Please take care when providing your measurements and specifications, as we manufacture your wallcovering according to the information supplied. We recommend checking all measurements carefully before placing your order.
This does not affect your statutory rights if your wallcovering arrives faulty, damaged, defective or not as described.
3. Damaged, Faulty or Incorrect Orders
We want everything to arrive in perfect condition. However, if something isn't quite right with your order, please get in touch and we'll do our best to put things right.
If your product arrives damaged, faulty, defective or is not what you ordered, please contact us at hello@ashandauck.com.
Please include:
- Your order number.
- A brief description of the issue.
- Photographs of the product and any visible damage, where possible.
We will review the issue and work with you to find an appropriate solution in accordance with your statutory consumer rights.
Depending on the circumstances, this may include a replacement, repair, price reduction or refund.
Where a product is faulty, damaged or incorrectly supplied, we will cover reasonable return costs where required by law.
4. Refunds
Where you are entitled to a refund following a cancellation or return, we will process it using your original payment method, unless otherwise agreed.
For standard art prints cancelled within the statutory 14-day period, refunds will include the original standard delivery cost, where required by law. Any additional amount paid for an upgraded delivery service will not normally be refunded.
Refunds following a statutory cancellation will be processed within the legally required timeframe, generally within 14 days of receiving the returned product or receiving evidence that it has been sent back, whichever occurs first.
For faulty or defective products, refunds and other remedies will be handled in accordance with applicable consumer protection legislation.