Refund policy

Overview At Hartley Ward Designs, we take pride in producing high‑quality textile goods, art prints and personalised items. This policy explains how returns, refunds and exchanges are handled for both print‑on‑demand products and handmade/customised items. Eligibility for Returns We accept returns on non‑customised, non‑personalised items within 30 days of delivery, provided the item is: Unused Unwashed In its original condition In its original packaging (where applicable) Items Not Eligible for Return Under UK Consumer Contracts Regulations, the following items cannot be returned unless they arrive damaged or faulty: Customised or personalised items Made‑to‑order products created specifically for you Digital downloads (if applicable) This includes all handmade customised pieces and any print‑on‑demand items produced to your chosen specifications. Damaged or Faulty Items If your order arrives damaged, defective or incorrect, please contact us within 7 days of delivery with: Your order number A description of the issue Clear photographs of the item and packaging We will arrange a replacement or refund at no additional cost. Return Shipping Costs If the return is due to a change of mind, the customer is responsible for return postage. If the item is faulty, damaged or incorrect, Hartley Ward Designs covers the return shipping costs. Refunds Once your return is received and inspected, we will notify you of approval or rejection. Approved refunds are processed to your original payment method within 5–10 business days. Shipping fees are non‑refundable unless the item was faulty or incorrect. Exchanges We can only offer exchanges for non‑customised items only. If you wish to exchange an item, please contact us before returning it so we can confirm availability. How to Start a Return Email: hartleywarddesigns@outlook.com Please include your order number and reason for return. We'll talk through your options together.