Returns & Refunds Policy
Returns & Refunds Policy
What to do if something isn't right with your order
We want you to love what you receive from inkitabstracts. If something isn't right, this page explains your options and how to get in touch. Your rights depend on the type of product you've ordered, so please read the relevant section below.
1. before you contact us
Please do not return any item without contacting us first at support@inkitabstracts.co.uk. We need to confirm whether your item is eligible for return and provide you with the correct instructions. Items returned without prior contact may not be accepted.
Please also note: do not return items to our print fulfilment partner — they are unable to accept customer returns on our behalf.
2. standard physical products
For most standard physical products purchased online, you have the right to cancel your order within 14 days of receiving your item, without needing to give a reason.
Once you've told us you'd like to cancel, you then have a further 14 days to return the item to us.
how to start a return
Contact us at support@inkitabstracts.co.uk with your order number and reason for return. We'll confirm eligibility and send you return instructions.
return postage
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of return postage. We recommend using a tracked service, as we cannot be responsible for items lost in transit on the way back to us.
condition of returned items
Returned items must be:
- Unused and undamaged
- In their original or equivalent protective packaging
- Sent back within the 14-day return window
3. made-to-order and custom products
generally not eligible for return
Products made specially to your specification — including personalised artwork, commissions, custom sizes, custom colours or custom wording — cannot usually be cancelled, returned or refunded unless they arrive faulty, damaged, incorrect or not as described.
If you're unsure whether a product counts as made-to-order before placing your order, please get in touch and we'll clarify.
4. digital products
non-refundable once accessed or downloaded
Digital products — including downloadable artwork, printable files and colouring pages — are non-refundable once they have been accessed or downloaded. Before downloading, you will be asked to confirm that you understand this.
If a digital product is faulty, not as described, or not fit for purpose, please contact us and we will review the issue and offer an appropriate resolution.
5. original artwork
Original one-of-a-kind artwork may include natural marks, ink variation, texture or small imperfections that are part of the handmade nature of the piece. These are not considered faults.
If you have concerns about a specific original artwork before purchasing, please contact us and we'll be happy to share additional photographs or details.
Unless the item arrives damaged or not as described, original artwork is not eligible for return once purchased.
6. damaged, faulty or incorrect items
Please check your order as soon as it arrives. If anything is damaged, faulty or not what you ordered, please contact us as soon as possible at support@inkitabstracts.co.uk.
Please include the following when you get in touch:
- Your order number
- A clear description of the issue
- Photographs of the item showing the damage or fault
- Photographs of the packaging, including any visible damage to the outer box or tube
Please keep both the item and all packaging until we've had a chance to review your case — these may be needed during the investigation.
Depending on the circumstances, we may offer a replacement, reprint, refund or another suitable resolution. We'll always do our best to make it right.
7. how refunds are processed
Once we've received your returned item — or, where applicable, suitable proof that it has been returned — we will process your refund to the original payment method used at checkout.
Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.
For damaged or faulty items, a refund or replacement may be arranged without requiring the item to be returned, at our discretion.
Original delivery charges are non-refundable unless the item was faulty, damaged or not as described.
8. what we cannot accept back
The following are not eligible for return or refund, except where they arrive faulty, damaged or not as described:
- Digital products that have been accessed or downloaded
- Made-to-order, personalised or custom products
- Items returned outside the 14-day return window
- Items that have been used, damaged by the customer, or returned without their original protective packaging
- Original artwork (unless damaged or not as described)
9. your statutory rights
Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. If you are unsure of your rights, the Citizens Advice website is a helpful resource: citizensadvice.org.uk.
10. contact us
For all return and refund requests, or if you have any questions about this policy, please contact us at:
Email: support@inkitabstracts.co.uk
Website: www.inkitabstracts.co.uk
We aim to respond to all enquiries within 2 business days.