Refund Policy

Standard (Non-Personalised) Items

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

To be eligible:

The item must be unused and in its original packaging
You must contact us at [email address] within 14 days of delivery to notify us of your cancellation
You are responsible for return postage costs, unless the item is faulty or damaged (see Faulty, Damaged to Incorrect Items)

Once we receive the returned item and confirm it's in its original condition, we will issue a refund to your original payment method within 5 working days.

Personalised Items

Items made to your specification — including custom bus blind destination posters and any other personalised products — are excluded from the standard 14-day cancellation right once production has begun, in line with UK consumer law on bespoke goods.

If you need to cancel a personalised order, contact us as soon as possible at hello@thatpostershop.com. If production has not yet started, we will do our best to accommodate cancellation; once production has begun, the order cannot be cancelled or refunded except where faulty or damaged.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged in transit, or different from what you ordered, contact us at [email address] within [X] days of delivery, including photographs of the issue.

Depending on the situation, we will offer one of the following at no cost to you:

A replacement print
A repair (e.g. reframing, where applicable)
A full refund

This applies to both standard and personalised items — faults are never excluded from your rights.

Items Fulfilled via Gelato

Some orders are printed and shipped by our fulfilment partner, Gelato. If your item was fulfilled this way and arrives faulty or damaged, the same rights in 'Faulty, Damaged to Incorrect Items' apply — contact us directly rather than Gelato, and we will manage the resolution with them on your behalf.

How Refunds Are Processed

Refunds are issued to the original payment method used at checkout.
Processing typically takes [X] working days once a return is received or a refund approved, though your bank or payment provider may take longer to show the funds.
Original shipping costs are non-refundable unless the return is due to our error or a fault.

Non-Returnable Items

The following cannot be returned or refunded once production has begun, except where faulty:

Personalised/custom items (see Personalised Items)

Contact

For any return, refund, or cancellation request, contact us at hello@thatpostershop.com with your order number and details of the issue.