Returns

Your statutory rights — This policy sits alongside your legal rights and does not reduce or limit them; if anything here seems to say otherwise, your legal rights win. They include your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For independent advice in the UK, contact Citizens Advice.

Changed your mind? — You can cancel for any reason, without giving one, from the moment you order until 14 days after the day your order is delivered to you (or to someone you name to receive it); if one order arrives in separate parcels, the 14 days run from the last one. Our prints are catalogue designs in sizes, papers and frames chosen from our standard options, so being printed for your order does not remove this right. To cancel, send us a clear message before the 14 days are up, by email to hello@kettleandsage.com or through our Contact page, with your name and order number (you can use the model cancellation form on our Returns page, but you don't have to); it counts if you send it in time. Then post the item to the return address we send you in our reply to your message, within 14 days of telling us. You pay the cost of sending a change-of-mind return; from outside the UK, and for framed prints, this usually costs more. Please pack it as carefully as it reached you, use a tracked service and keep proof of postage. You can unpack and look at your print as you would in a shop; if it has been handled beyond that and is worth less as a result (for example trimmed, written on, pinned or taped to a wall, or otherwise marked or damaged by handling), we may reduce the refund by that loss in value, up to the item's full price, and we'll tell you how much and why.

Damaged, faulty or wrong item — The law requires us to supply goods that are of satisfactory quality, fit for purpose and as described, and we stand behind every order. If your print or frame arrives damaged (including cracked or broken glass or glazing), faulty, or isn't what you ordered, tell us by email to hello@kettleandsage.com or through our Contact page; photos of the item and of the box or parcel it came in help us sort it out quickly (please don't handle broken glass). Within 30 days of delivery you can reject it for a full refund, or have a replacement if you prefer. After 30 days you're entitled to a repair or replacement and, if that isn't possible, doesn't fix the problem or isn't done within a reasonable time and without significant inconvenience to you, a price reduction or a refund (with no deduction for use if you reject it within six months of delivery). Your order is at our risk until it is delivered to you, so damage in transit is ours to sort out with the courier, not yours. We pay any reasonable cost of returning a damaged, faulty or wrong item and will tell you whether we need it back. If your order hasn't arrived within the delivery time shown for your country, tell us and we'll look into it straight away and send a replacement or give you a full refund, whichever you prefer.

Cancellations — You can cancel at any time after placing your order. If you tell us before it is dispatched, we'll stop it if we can and refund you in full, with nothing to send back. Orders go into production quickly, so we can't always stop one before it is dispatched; if it has already been dispatched, your cancellation still counts: when it arrives, send it back as for any change-of-mind return (at your cost), within 14 days of telling us or within 14 days of it arriving if that is later, and we'll refund you as described under Refunds.

Refunds — We refund without undue delay. For a change-of-mind cancellation we refund the price you paid for the cancelled items within 14 days of the day we receive them back, or of the day you send us proof of posting them if that is sooner; if we stopped your order before dispatch, within 14 days of you telling us. Delivery is free, so there is normally no delivery charge to refund; if you ever paid one, we refund it too (up to the cost of our standard delivery if you chose a more expensive option). We don't refund the cost of posting a change-of-mind return to us. For a damaged, faulty or wrong item we refund within 14 days, counting from the day we agree you're entitled to a refund. If your order used a discount or multi-buy offer, we refund what you actually paid for the items you return. Refunds go back to the payment method you used, unless you expressly agree otherwise, and we never charge a fee for refunding you or deduct restocking or cancellation fees. Your bank or card provider may take a few extra days to show the money.

If you live outside the UK — This policy applies to every order wherever we deliver and is written to meet UK consumer law. If you live outside the UK, the consumer law of your own country may give you further rights that can't be taken away; nothing here affects them.

Model cancellation form — (Complete and return this form only if you wish to cancel the contract.)

To: Jake Graham, Office 22382, 182–184 High Street North, East Ham, London, E6 2JA, hello@kettleandsage.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Need help with an order? Email hello@kettleandsage.com.