Refund policy

Refund and Returns Policy

Last updated: September 2026

We want you to be delighted with your purchase from Kate Guy Prints. If you are not completely satisfied, we offer a straightforward returns policy in full compliance with the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Your Right to Cancel (14-Day Cooling-Off Period)

For standard, off-the-shelf products purchased online (such as our standard tea towels, aprons, and open-edition art prints), you have the legal right to cancel your order for any reason within 14 calendar days of receiving your items.

  • Notice to Cancel: You must notify us of your decision to cancel within 14 days of delivery by emailing kate@kateguy.co.uk.

  • Returning the Goods: Once you have notified us, you have a further 14 calendar days to send the items back to us.

2. Exemptions to Cancellation Rights (Bespoke & Commissioned Items)

Under UK law, certain items are exempt from the standard 14-day cancellation right. The right to cancel does not apply to:

  • Bespoke, Custom, or Personalised Artwork: Custom linocut commissions, personalised prints, or items made directly to your individual specifications.

  • Workshop Bookings: Workshop tickets scheduled for a specific date or time, where cancellations fall under our specific workshop cancellation terms.

Note: This exemption does not affect your legal rights regarding faulty, damaged, or incorrectly described custom goods.

3. Condition of Returned Items

To receive a full refund, returned items must be in a resalable condition - unused, unwashed, and in their original packaging where possible.

You are permitted to inspect the goods as you would in a shop, but if the value of the goods is reduced due to handling beyond what is necessary to establish their nature and characteristics, we reserve the right to deduct an appropriate amount from your refund.

4. Refunds

Once we receive your return, we will inspect the items and notify you via email.

  • Refund Amount: We will refund the full purchase price of the items plus our standard outbound delivery charge. If you chose an upgraded or express delivery service, only the cost of standard delivery will be reimbursed.

  • Processing Time: Approved refunds will be issued to your original payment method within 14 calendar days of us receiving the returned goods (or proof of postage).

5. Faulty, Damaged, or Incorrect Items

We take immense pride in the craftsmanship of our linocut prints and textiles, but if your order arrives damaged, defective, or incorrect, please email us immediately at kate@kateguy.co.uk with your order number and photos of the issue.

Under the Consumer Rights Act 2015, if an item is faulty, unfit for purpose, or not as described:

  • Within 30 Days of Delivery: You are entitled to an immediate full refund or replacement.

  • After 30 Days: You are entitled to a replacement or repair. If a replacement is unavailable, you will receive a full refund.

For any faulty, defective, or incorrect items, we will fully reimburse your return shipping costs.

6. Sale Items & Gift Cards

  • Sale Items: Items purchased on sale online are subject to the same statutory 14-day cancellation rights as regular-priced products and are eligible for a full refund.

  • Digital Gift Cards: Gift cards are non-refundable once purchased, except where required by law.

7. Exchanges

If you wish to exchange an unused item for a different print or colourway, please email kate@kateguy.co.uk. Exchanges are subject to stock availability, and return postage for voluntary exchanges is borne by the customer.

8. Return Shipping Instructions

Unless an item is faulty or delivered in error, you will be responsible for paying the return postage costs. Outbound delivery costs refunded will be limited to our basic standard service.

Return Address:

Kate Guy Prints

11 Kingsgate Road

London, NW6 4TD

United Kingdom

We strongly recommend using a tracked postal service and obtaining proof of postage, as we cannot accept responsibility for items lost or damaged in transit back to us.

9. Contact Us

If you have any questions regarding our returns process or a specific order, please get in touch:

Email: kate@kateguy.co.uk

Post: Kate Guy Prints, 11 Kingsgate Road, London, NW6 4TD, United Kingdom