Refund policy
Returns Policy
At Encore Productions, we produce high-quality, made-to-order products through print-on-demand. Because each item is custom-produced for you, our returns policy differs slightly from standard retail.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013 (and equivalent EU legislation), you have the right to cancel your order within 14 days of receiving your goods. However, this right does not apply to:
Custom-made or personalised items, such as print-on-demand prints and apparel, unless they are faulty or not as described.
Digital Downloads (Photographs)
Digital downloads are available immediately after purchase via email or the order confirmation page.
Once the download has begun, your order is non-refundable and cannot be cancelled, in accordance with consumer law on digital content delivered instantly.
If you experience issues accessing your file, please contact us.
Faulty or Damaged Items
If your item arrives damaged, defective, or incorrect, please contact us within 14 days of receipt with:
- Your order number
- A description of the issue
- Clear photographs showing the fault or damage
In most cases, we will not require the item to be returned. If a return is necessary, we will cover the return postage cost. Once confirmed, we will arrange a replacement or refund.
Non-Returnable Items
We cannot accept returns or refunds for:
- Custom-made items (e.g. prints, framed canvases, apparel) unless faulty
- Items returned after 14 days
- Products showing signs of use, wear, or damage caused after delivery
- Apparel ordered in the wrong size (please check our size guide before ordering)
Refunds
Approved refunds will be issued to the original payment method within 14 days of confirmation. Replacements will be produced and dispatched according to our standard production timelines.