Returns
Returns & Cancellations Policy
We hope you are happy with your purchase. The information below explains your rights and how returns and cancellations are handled.
Made-to-order prints
All prints sold by Kitty McCall are printed to order as a conscious choice to avoid overproduction. Each print is made specifically for you once an order is placed.
Because of this, printed-to-order items are excluded from the statutory right to cancel and cannot be returned or exchanged unless they are faulty or damaged.
This applies to:
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Unframed prints
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Framed prints
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Archive prints
Faulty or damaged items
If your order arrives faulty or damaged, please contact us as soon as possible at studio@kittymccall.com, providing details and photographs where appropriate.
If an item is confirmed to be faulty, we will offer a replacement or refund in accordance with your statutory rights.
Other made-to-order and bespoke items
The statutory right to cancel also does not apply to:
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Cut fabric
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Furniture
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Any other bespoke or made-to-order items
These items are made specifically to your specification and cannot be returned or exchanged unless faulty.
Cancellation of made-to-order fabric or furniture
If you wish to cancel a made-to-order fabric or furniture order before despatch, and production has already begun, a cancellation charge of up to 25% of the order value may apply to cover materials and work already undertaken.
Once production is complete or the item has been dispatched, cancellation is no longer possible unless the item is faulty.
Return postage and responsibility
Where a return is accepted due to a fault, we will advise on the return process.
Customers are responsible for taking reasonable care of items while in their possession. We cannot accept responsibility for items lost or damaged in transit.
Order cancellations by us
In rare circumstances, we may need to cancel an order before delivery. If this happens, you will receive a full refund.
Statutory rights
This policy does not affect your statutory rights.