Refund policy
We want you to be thrilled with your Unissograff-London purchase. All of our products are hand-made to order, in line with our philosophy, which means that as a general rule we do not provide for returns and refunds but we also understand that the world is not perfect and mistakes can be made. The quality control department at our manufacturer will usually detect manufacturing issues before shipping but if you feel that your product has not arrived as you expected, or should you have any other concerns or questions, please see below for details on how to let us know.
We have a 14-day policy with regards to the return of goods and request that you use our Contact form to first contact our team with details of your name, purchase number and the nature of your issue.
We will make every effort to address your concerns and ensure your satisfaction.
Cancellations
You may cancel your order free of charge within 12 hours of placing it by contacting us through our Contact Form or by direct email to sales-support@unissograff-london.com. Please state clearly that you request a cancellation. Our team will endeavour to respond as quickly as possible, usually within 24 hours, and ensure that your money is refunded.
After 12 hours, we prepare and issue the order for fulfilment to our manufacturer who handmakes every product to order. Regrettably we cannot accept cancellations after that point.
After 12 hours, we prepare and issue the order for fulfilment to our manufacturer who handmakes every product to order. Regrettably we cannot accept cancellations after that point.
Returns
Please note that since all of our products are manufactured to order we cannot accept returns of non-faulty goods but if your purchase is faulty in any way you may return it within 14 days of receiving your order, in accordance with the details below:
General
There may be minor discrepancies in colour and hue between the image displayed on a customer’s screen and actual printed items.
With the exception of obvious disparities, such as an item being delivered in blue or yellow when the product image was clearly red, the customer shall accept that such resolution or display discrepancies may exist. We ask that this is taken into consideration when making a purchase. (See also Design Issues below)
With regards to sizes and other options, we manufacture products based on the information selected by the Customer at the time of purchase. Consequently, we will only accept requests for return or exchange if the delivered product does not match your original order.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
In this instance please first contact us, quoting your name and order number, together with digital photographic evidence and a clear description of the fault. Our team will forward your information to our manufacturer and work with their customer service team to ensure that your request is addressed appropriately.
A representative from our manufacturer, Contrado Imaging Ltd, may reach out to you directly for further confirmation, or to talk you about remediation or a possible return in accordance with their policy.
Only after receipt and review of an item in its original state will Contrado Imaging Ltd redo or recommend a remedy for a faulty item. Please be aware that, as the manufacturer, Contrado Imaging Ltd reserves the right to determine what constitutes a manufacturing fault.
Please note: if the product is not in an unused condition then Contrado Imaging Ltd will not be able to offer you a remedy save for faulty workmanship which they may repair. Where there is a minor fault, they may suggest an alternative remedy.
In the event that you are requested to return items to the manufacturer, please do so using recorded delivery to ensure you have proof of delivery. You will have to meet the delivery costs of returning products but the costs of postage will be refunded once the item in question is checked and if it is determined that the manufacturer is at fault.
Please do not send items without first requesting a return as they will not otherwise be accepted.
In this instance please first contact us, quoting your name and order number, together with digital photographic evidence and a clear description of the fault. Our team will forward your information to our manufacturer and work with their customer service team to ensure that your request is addressed appropriately.
A representative from our manufacturer, Contrado Imaging Ltd, may reach out to you directly for further confirmation, or to talk you about remediation or a possible return in accordance with their policy.
Only after receipt and review of an item in its original state will Contrado Imaging Ltd redo or recommend a remedy for a faulty item. Please be aware that, as the manufacturer, Contrado Imaging Ltd reserves the right to determine what constitutes a manufacturing fault.
Please note: if the product is not in an unused condition then Contrado Imaging Ltd will not be able to offer you a remedy save for faulty workmanship which they may repair. Where there is a minor fault, they may suggest an alternative remedy.
In the event that you are requested to return items to the manufacturer, please do so using recorded delivery to ensure you have proof of delivery. You will have to meet the delivery costs of returning products but the costs of postage will be refunded once the item in question is checked and if it is determined that the manufacturer is at fault.
Please do not send items without first requesting a return as they will not otherwise be accepted.
You can always contact us for any return question at sales-support@unissograff-london.com.
Design Issues
The images on our website offer a close approximation of the final product but may be affected by factors such as size or the monitor used to view the image, which can affect colour and hue. If you feel that the pattern or design on your delivered product does not reasonably meet your expectations, however, then please contact us, quoting your name and order number, together with digital photographic evidence and a clear description of the perceived difference.
We will review your request and upon confirmation may take one or more of the following actions, which may require you to return the item in question:
We will review your request and upon confirmation may take one or more of the following actions, which may require you to return the item in question:
- engage with our manufacturer to address the issue in the event that it is determined to be a manufacturing fault (please see above)
- offer to replace your item with the same product using a modified design
- offer to replace your item with a gift card of similar value
- offer a refund in the event that it is determined to be without any viable alternative course of remedy
Please note that as per UK law, goods may otherwise not be returned because they were made according to the specifications of your order.
May we also remined you to review the Terms of Service which you agreed to at the time of purchase with Unissograff-London.
- offer to replace your item with the same product using a modified design
- offer to replace your item with a gift card of similar value
- offer a refund in the event that it is determined to be without any viable alternative course of remedy
Please note that as per UK law, goods may otherwise not be returned because they were made according to the specifications of your order.
May we also remined you to review the Terms of Service which you agreed to at the time of purchase with Unissograff-London.
Custom Orders
Custom orders refer to products that have been tailored or designed in accordance with a customer's specific set of requests using our custom order process.
Since every design is personalised specifically to each order, it is not possible to provide a realistic image in advance of ordering and our artist reserves the right to create the design in accordance with Unissograff artistry and expression. In the case of an Original Art Custom Order, we will contact you prior to shipping for your confirmation of the final design and choice of colour scheme although we cannot accept requests for alterations.
We regret that if, upon receipt of your item, you decide that you do not like the design we are unable to accept any returns or provide refunds, and kindly ask for your understanding when placing your order.
Since every design is personalised specifically to each order, it is not possible to provide a realistic image in advance of ordering and our artist reserves the right to create the design in accordance with Unissograff artistry and expression. In the case of an Original Art Custom Order, we will contact you prior to shipping for your confirmation of the final design and choice of colour scheme although we cannot accept requests for alterations.
We regret that if, upon receipt of your item, you decide that you do not like the design we are unable to accept any returns or provide refunds, and kindly ask for your understanding when placing your order.
Exceptions / non-returnable items
In general, certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
While Unissograff-London does not currently offer such items as standard, with the exception of custom products, they may be included with certain promotional activities or limited offers and will be treated accordingly.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
While Unissograff-London does not currently offer such items as standard, with the exception of custom products, they may be included with certain promotional activities or limited offers and will be treated accordingly.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Only under the conditions described above, and following confirmation of your request, will the exchange of an item be considered.
Refunds
Refund requests will be considered on an individual basis in accordance with the criteria listed above, and recognition of the receipt of your request will in no way serve as a guarantee that a refund will be approved.
In the event we ask you return an item, we will notify you once we’ve received and inspected your return, and let you know if a refund was approved or not. If a refund is approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
In the event we ask you return an item, we will notify you once we’ve received and inspected your return, and let you know if a refund was approved or not. If a refund is approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Contact
While we reserve the right to refuse any request, for example where information and/or evidence is insufficient or we consider the claim to be unfounded, more than anything we want you to be happy with your Unissograff experience and will do everything we can to ensure that.
Should you have any questions or concerns, at any time, please contact us:
- using the Contact Us form
- or by email at sales-support@unissograff-london.com.
Should you have any questions or concerns, at any time, please contact us:
- using the Contact Us form
- or by email at sales-support@unissograff-london.com.