Refund and Returns Policy

Neil Terry Photography

Last updated: 3 November 2026

1. Overview

At Neil Terry Photography, we want customers to be happy with their purchases.

This policy explains your rights when cancelling an order, returning a product or requesting a refund. It applies to physical products purchased through our website, including calendars, greeting cards and photographic prints, as well as digital photograph downloads when these become available.

Nothing in this policy affects your statutory rights under UK consumer law.

2. Returns of physical products

We offer a voluntary 30-day returns period, beginning on the date you receive your order.

If you change your mind about a purchase, please contact us within 30 days of delivery to request a return.

For returns requested outside the statutory cancellation period, products must be unused, in resaleable condition and, where reasonably possible, in their original packaging.

Our voluntary returns offer is additional to your statutory rights, which are explained below.

3. Your statutory right to cancel

Under the Consumer Contracts Regulations 2013, customers purchasing most physical products online have the right to cancel their order within 14 days of receiving the goods, without giving a reason.

You must inform us of your decision to cancel within this period. You then have a further 14 days to return the goods.

You may inspect goods as you would reasonably be permitted to do in a shop. However, we may make a deduction from your refund if you have handled them beyond what is necessary to establish their nature, characteristics and functioning, and their value has been reduced.

To exercise your cancellation right, contact us through the contact page on our website with your order details and a clear statement that you wish to cancel.

4. Photographic prints

Photographic prints produced after an order is placed, including prints offered in a choice of standard sizes, are generally covered by the same cancellation rights as our other physical products.

Where a product is genuinely personalised or made to a customer’s individual specifications, a statutory change-of-mind cancellation exception may apply. Any such exception will be clearly explained before purchase.

Your rights concerning faulty, damaged or incorrectly supplied goods remain unaffected.

5. Faulty, damaged or incorrect products

If your order arrives damaged, is faulty or is not as described, please contact us as soon as reasonably possible.

Under the Consumer Rights Act 2015, customers have statutory remedies for goods that do not meet the required standards. These may include a refund, repair, replacement or price reduction, depending on the circumstances.

For qualifying faulty goods, customers normally have a short-term right to reject them within 30 days of delivery.

Where a return is required because goods are faulty, damaged or incorrectly supplied, we will cover reasonable return postage costs.

These rights apply equally to products purchased at a discount or as part of a promotional offer.

6. Refunds

For valid statutory cancellations, we will refund the price paid for the goods and the cost of our least expensive standard delivery option, where applicable.

Refunds will normally be made using the original payment method, unless you expressly agree otherwise.

We will issue a statutory cancellation refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

If no goods were supplied, the refund will be made within 14 days of being informed of your cancellation.

For returns accepted under our additional voluntary 30-day policy, we will refund the purchase price after receiving and checking the returned goods. Original delivery charges are not normally refundable under this additional offer.

7. Return postage

For change-of-mind returns, customers are responsible for the direct cost of returning the goods.

We recommend obtaining proof of postage and using a suitable postal service.

If goods are faulty, damaged or incorrectly supplied, we will arrange or reimburse reasonable return costs where appropriate.

Please contact us before sending anything back so that we can provide return instructions.

8. Exchanges

If you would prefer an exchange, please contact us with your order details.

Exchanges are subject to stock availability. If an item is faulty, your statutory rights to an appropriate remedy will apply.

9. Digital photograph downloads

Digital photographs purchased through our online shop, when available, will be supplied under a personal-use, non-commercial licence.

Copyright remains with Neil Terry Photography.

Customers may use purchased files for personal purposes, including making prints for their own private use. They may not resell, redistribute, sublicense or commercially exploit the files, or publish them for editorial or commercial purposes, without separate written permission.

Additional licences, including editorial and commercial licences, may be arranged by contacting Neil Terry Photography directly. These are not sold through the online shop and are subject to separately agreed terms and fees.

Digital content has different cancellation rules from physical goods.

Where you expressly consent to immediate digital delivery and acknowledge that you will lose your statutory cancellation right once supply begins, that cancellation right will end when supply begins.

If these requirements have not been met, your statutory cancellation rights may continue to apply.

Your statutory rights concerning faulty digital content remain unaffected.

10. Contacting us

For cancellations, returns, refunds or questions about an order, please use the contact form at:

https://neilterryphotography.co.uk/contact

Please include your order number and a brief explanation of your enquiry.

We will provide appropriate return instructions and address details where required.

This policy does not limit any rights or remedies available to you under applicable UK consumer law.