Effective date: 26 May 2026 · Last updated: 21 July 2026
This policy applies to physical prints sold by Viable Digital Limited, trading as Create Prints. We are registered in England and Wales under company number 13599956. Our registered office is Office 4, 8–9 Rodney Road, Portsmouth, England, PO4 8BF.
This policy distinguishes personalised prints from catalogue prints. It does not limit rights that cannot be excluded under applicable consumer law.
A personalised print is made from artwork generated or materially adapted for you, including artwork created from your prompt or from an image you upload or import.
A catalogue print uses pre-existing public artwork that was not created or materially adapted for you. Selecting a standard size, material, or frame does not by itself necessarily make the artwork personalised.
The statutory 14-day change-of-mind cancellation right does not normally apply to goods made to a consumer's specifications or clearly personalised. This means a consumer in Great Britain normally cannot return a personalised print merely because they change their mind.
We will nevertheless try to cancel a personalised order if you email us before it is submitted for production. If cancellation succeeds, we will refund the order. Because production can begin quickly, cancellation is not possible once the order has been submitted to a production facility.
If you are a consumer in Great Britain buying a catalogue print online, you may cancel the contract without giving a reason within 14 days after the day you, or a person you nominate, receives the goods.
Tell us clearly that you wish to cancel by emailing [email protected], writing to our registered office, or using the model form in section 10. You do not have to use the model form.
You must send the goods back within 14 days after telling us you are cancelling. Contact us first for the appropriate return routing and packaging instructions. You are responsible for the direct return cost unless we agree to pay it or the goods are faulty, damaged, misdescribed, or incorrect.
We will refund the product price and the cost of our least expensive standard delivery option within 14 days after we receive the returned goods or evidence that you sent them, whichever is earlier. We may reduce the refund for loss in value caused by handling beyond what would reasonably be permitted in a shop. Refunds are made to the original payment method.
We do not offer change-of-mind returns for personalised or catalogue prints delivered in the United States unless applicable state law requires otherwise or we agreed a different return right with you in writing before purchase. This does not affect rights concerning defective, damaged, misdescribed, or incorrectly supplied goods.
Contact us if a print is damaged in transit, has a manufacturing defect, is materially different from its description or confirmed preview, is unfit for an agreed purpose, or is the wrong artwork, product, size, frame, finish, or quantity.
UK consumers have statutory remedies under the Consumer Rights Act 2015. These may include the 30-day short-term right to reject and receive a refund, repair or replacement, and, where the statutory conditions are met, a price reduction or final right to reject. A fault appearing within the first six months is generally presumed to have been present on delivery unless that presumption is inconsistent with the goods or fault.
US consumers may have remedies under applicable federal or state law. Nothing in this policy excludes a mandatory implied warranty or other non-waivable right.
Please report visible transit damage or an incorrect item promptly and, where practical, within 14 days. That request helps us investigate with the production facility and carrier, but it is not a contractual deadline that removes your statutory rights.
Email [email protected] with your order number, a description, and clear photographs of the item, packaging, and delivery label where relevant. We may request reasonable additional evidence, but we will not require evidence that is unnecessary or disproportionately difficult to provide.
We aim to acknowledge an order complaint within three business days.
We will provide the remedy required by applicable law. Where the law gives you a choice, we will not substitute a different remedy without your agreement. A replacement will be produced and delivered without charge.
If goods must be returned because they are faulty, damaged, misdescribed, or incorrect, we will bear the necessary return cost and provide a prepaid method or arrange collection. Do not send a physical product to our registered office unless we specifically instruct you to do so.
We may not require the return of a damaged or defective item where photographs are sufficient. Do not dispose of the item until we confirm that it is no longer needed for the claim.
Screen settings, print materials, and production processes can cause small differences in colour, crop, texture, sharpness, or finish. A minor difference that does not materially affect conformity may not be a defect. This does not excuse a material mismatch with the description, preview, selected options, or reasonable quality expectations.
Check the recipient and address before payment. If an order cannot be delivered solely because the address you supplied was materially incorrect, we may charge reasonable, evidenced reproduction or redelivery costs. We will not retain more than the loss reasonably caused by the error.
We may investigate a claim where there is reasonable evidence of fraud or abuse. This does not allow us to refuse a valid statutory remedy.
Complete and send this form only if you wish to cancel an eligible Great Britain catalogue-print contract:
To: Viable Digital Limited, Office 4, 8–9 Rodney Road, Portsmouth, England, PO4 8BF; [email protected]
I give notice that I cancel my contract for the sale of the following goods:
Order number and description:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if sent on paper):
Date:
Email [email protected] or write to Viable Digital Limited at the registered office above. Please contact support before sending any physical return.