Refund policy
REFUND POLICY Last updated: June 2026
HOW DO I RETURN AN ITEM? You have 14 days from the date you receive the last item in your order to request a return. This applies to all customers, including those in the EU exercising their statutory right of withdrawal under the Consumer Rights Directive.
To be eligible for a return, your item must be unused and in its original packaging.
To request a return:
- Log in to your account and click the order you wish to return
- Select the items you want to return
- Choose a return reason and add a note
- Click Request return — you'll receive email confirmation and next steps
EU customers can also initiate a request directly at https://account.dluxeprints.co.uk
Once you've submitted your return request, please send the item(s) back within 14 days.
WHAT CANNOT BE RETURNED? The following are exempt from our returns policy:
- Personalised and custom size prints — as these are made to your specific measurements, they are non-refundable and non-exchangeable. This is a recognised exemption under EU Consumer Rights Directive Article 16(c) for goods made to the consumer's specifications.
- Items that have been used or are not in their original condition
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Large Format Prints – Non-Returnable
Large format prints sized 70cm x 100cm (Non-Returnable) and above are excluded from our standard returns policy. These prints are produced to order by our specialist printing partner and cannot be cancelled, returned, or exchanged once production has commenced.
This does not affect your statutory rights. If your print arrives damaged or faulty, please contact us within 48 hours of delivery with photographic evidence and we will arrange a replacement.
DAMAGED OR FAULTY ITEMS If your item arrives damaged or faulty, please email us at info@dluxeprints.co.uk with a photo of the damage within 48 hours of receiving your order. We will arrange a replacement or full refund at no cost to you, including return postage.
HOW LONG UNTIL I GET MY MONEY BACK? Once we receive your returned item, we will process your refund within 14 days. You will be refunded to your original payment method. We will notify you by email once the refund has been issued.
Please note your bank may take additional time to post the refund to your account.
I HAVEN'T RECEIVED MY REFUND If you haven't received your refund after 14 days, please first check with your bank. If you still haven't received it, contact us at info@dluxeprints.co.uk.
CAN I EXCHANGE AN ITEM? Yes — follow the returns process above and select exchange rather than return. Exchanges are subject to availability.
ARE RETURNS FREE? For UK customers: Under the Consumer Contracts Regulations, return postage for unwanted items is your responsibility and is non-refundable. Our original shipping costs are also non-refundable if you return part of your order.
For EU customers: Under the EU Consumer Rights Directive, return postage for unwanted items is your responsibility unless we have agreed otherwise. We will clearly communicate any return costs before you complete your purchase. We will also refund the standard delivery cost paid on your original order. We are not required to refund upgraded or express shipping costs.
Returns address: D'Luxe Prints, Magenta, 2-4 Darwin Close, Reading, RG2 0TB
INTERNATIONAL ORDERS For international orders fulfilled by our printing partners, customs and import taxes (where applicable) are the buyer's responsibility. However, for EU orders fulfilled via our local printing partners, no customs fees should apply — please contact us if you experience any issues.
QUESTIONS? Email us at info@dluxeprints.co.uk — we're happy to help.
