Last updated: 21/07/2026

Every Facade Club piece is made just for you — your place, your style, your size. That shapes how returns work, so here it is in plain terms.

The one-line version

You see and approve the exact artwork before you pay, so we can't take returns for a change of heart — but anything damaged, defective, or different from what you approved is replaced or refunded, always.

Change of mind

Because each print is personalised and made to order from your photograph, the usual 14-day cooling-off (withdrawal) right does not apply to it. This is the standard legal exemption for personalised goods: regulation 28(1)(b) of the Consumer Contracts Regulations 2013 in the UK, and Article 16(c) of Directive 2011/83/EU in the EU. So we cannot accept change-of-mind returns on prints, framed or unframed.

Digital downloads. At checkout you consent to immediate delivery of the file and acknowledge losing the 14-day withdrawal right once delivery has begun (regulation 37 CCR 2013 / Article 16(m) of Directive 2011/83/EU). Once the download is delivered, it cannot be "returned".

This is exactly why the preview exists: take your time with it, try another style, and only order when you're happy.

Changing or cancelling an order

We send orders to print quickly, so there's a short window. Write to hello@[domain] as soon as possible — if your piece hasn't gone to production yet, we'll happily change it (size, frame, address) or cancel it for a full refund.

Damaged, defective, or not what you approved

If your order arrives damaged, has a printing or framing defect, or is materially different from the artwork you approved on screen, then we've not done our job — and we'll put it right free of charge:

1. Email hello@facadeclub.com within 30 days of delivery.
2. Attach a photo of what arrived (and the packaging, if it was damaged in transit).
3. We'll re-print and re-send it free — or refund you in full if you'd rather.

No need to post anything back unless we specifically ask (we almost never do).

One caveat, honestly stated: screens and printers render colour slightly differently, so a minor colour difference between your display and the print is normal and isn't a defect. Anything beyond that — wrong artwork, wrong size, visible print flaws, damage — is on us.

Your statutory rights

Nothing above limits your legal rights, which always apply in full:

• UK: under the Consumer Rights Act 2015, products must be as described, of satisfactory quality and fit for purpose. If they're not, you're entitled to a repair, replacement, or refund.
• EU (Ireland, France, Germany, Belgium, Netherlands, Austria): you have a legal guarantee of conformity of at least two years under your national law implementing Directive (EU) 2019/771 — for example the garantie légale de conformité in France and the gesetzliche Mängelhaftung in Germany and Austria.

Our 30-day photo window is how we make fixing things fast — it never replaces or shortens these rights.

Refunds

Approved refunds go back to your original payment method within 14 days, including standard delivery costs where the whole order is refunded.

Missing parcels

If tracking shows your parcel as lost, or it never arrives within a reasonable time of the estimate, contact us — we'll re-send or refund. See [Shipping & Delivery] for details.