Refund policy

At Skylit Studio, we are committed to delivering high-quality prints and excellent customer service. If something goes wrong with your order, we will work quickly and efficiently to resolve it.

Due to the custom nature of our personalised prints, we do not accept returns based on a change of mind, as these items are uniquely created for you and cannot be resold.

However, if there is an issue with your order, we will offer a free replacement or full refund within 30 days. Eligible issues include:

• Printing errors or incorrect details that differ from what was submitted
• Damaged or defective items upon arrival
• Wrong item received due to an error on our part

For non-personalised prints, we offer a 30-day return policy. To be eligible, the item must be unused, in its original packaging, and in resellable condition.

• Please contact us first before sending the item back.
• Items returned without prior authorisation will not be accepted or refunded.
• Return shipping cost is the responsibility of the customer.
• Refunds exclude the original outbound shipping fee, as this cost is non-recoverable once dispatched. The one exception is the EU right of withdrawal (see “EU 14-Day Cooling-Off” below), where the standard outbound delivery cost is refunded.

Prices shown at checkout for international destinations include delivery duty and import taxes. Skylit Studio prepays these on your behalf, so your order arrives with nothing to pay on delivery.

• Personalised prints: the same rules apply to every country we ship to. Change-of-mind returns are not available, and we resolve any fault, damage or error with a free replacement or full refund based on photos. You will not normally need to post a faulty item back, and where we do need it returned we will arrange and pay for the return ourselves.
• Non-personalised items: the 30-day return policy applies. Return postage and any customs charges on the return journey are the responsibility of the customer. Original shipping and the duties and import taxes we prepaid for your order are non-refundable.

Every Skylit order is packed by hand in protective, custom-designed packaging built to arrive in perfect condition, so damage in transit is rare. In the unlikely event your order arrives damaged, defective, or incorrect, please inspect it as soon as it arrives, contact us promptly (within the 30-day window), and include these three photos with your first message, so we can resolve it quickly and, where it applies, pursue a claim with the courier on your behalf:

Please keep the original packaging until your claim is resolved, in case the courier needs to inspect it. These three photos are required for us to assess and approve any damage or defect claim and to support a courier claim, so a claim cannot be processed without them. The three above are the minimum. The more photos you can send (extra angles, the inner packaging, and the outer box), the faster we can resolve your claim and the stronger any courier claim.

Missing items: if something is missing from your parcel, please tell us within 7 days of delivery and include a photo of the parcel as you received it, a photo of the opened outer packaging, and a photo of the contents laid out. We keep a packing record for every order and will check it against your photos.

Once we have your photos, we will either reship a replacement or issue a full refund, usually the same working day, whichever you prefer. For genuine faults you will not normally need to post the item back, whether you are in the UK or abroad.

In the rare case a claim cannot be verified from the photos, where the original packaging is no longer available, or where we otherwise need to examine the item, we reserve the right to request its return (at our cost) for inspection before a replacement or refund is approved, with any refund issued once the returned item has been received and inspected. Where inspection shows the damage or fault was not present at delivery and was caused afterwards (for example accidental damage, misuse, or alteration after receipt), it falls outside our faulty-item remedy and may be declined. If we decline a claim after inspection, we will explain our findings and return the item to you. This does not affect your statutory rights.

Advance replacements and agreed returns

We may agree to send a replacement, including a goodwill replacement, or issue a refund before an earlier item has been returned. Where a return is required, we will identify the item or items and confirm the return arrangement with you in writing before proceeding. Your agreement to return those items forms part of that arrangement. Sending the replacement or refund first does not waive the agreed return or mean that the earlier items have been given to you to keep. If we expressly tell you that no return is needed, this requirement does not apply.

We will provide a suitable prepaid return method or arrange collection at our expense. Please hand the items to the designated carrier, or make them available for an agreed collection, within 14 days after both the replacement has arrived (or the refund has been issued) and a usable return method has been provided, unless we agree a different reasonable date. Tell us if you cannot print a label, need packaging assistance, or cannot meet the proposed arrangements so we can agree a practical alternative. We will allow for delays caused by us or the carrier and reasonable circumstances affecting your ability to return the items.

Please use the agreed return method and retain any receipt or collection confirmation provided. If tracking is missing, we may ask when and how you handed the items over and for any available confirmation, and we will investigate. A missing scan or receipt alone does not establish that you failed to return an item. You will not be charged for loss or delay by our designated carrier after you have correctly handed the items over.

If you fail to fulfil an agreed return obligation, we will first send a written reminder and give you at least a further 14 days to arrange the return or explain what has happened. If the matter remains unresolved, we may seek return of the items or invoice you for a reasonable, evidenced loss that we are legally entitled to recover because of the failure to return them. Any amount will take account of the items' actual condition and value, including faults, and steps we can reasonably take to reduce our loss. It will not automatically be the full retail price of a new item, include a penalty, or compensate us twice for the same loss. We will explain the basis and calculation and give you an opportunity to dispute it before pursuing payment.

This arrangement does not authorise an automatic debit to your payment card or a deduction from an unrelated refund. It does not charge you for exercising your statutory rights, restrict those rights, or extend a statutory refund deadline. This wording applies to arrangements agreed from 20 September 2026; it does not retrospectively change an earlier agreement.

Repeated claims: where repeated claims are made across multiple orders, we may require the item to be returned to us and inspected before a replacement or refund is approved. This does not affect your statutory rights.

UK Orders: If your order has exceeded the expected shipping timeframe, we recommend first checking with the courier. If no update is available, contact us and we will investigate immediately.

International Orders: Customs delays can occasionally extend shipping times. If your package has no tracking update for multiple days, we will attempt to contact the courier. If unresolved, we will reship your order or issue a refund.

🤖 Orders placed via AI agents: If your order was created through an AI agent (e.g. ChatGPT, Claude) and the printed details are wrong, contact us as soon as possible. Orders not yet sent to print can be amended or cancelled at no cost. Orders already in production fall under the personalised-goods rules above.

Exchanges: Please return the original item first (if eligible), then place a new order for the item you want.

EU 14-Day Cooling-Off (Right of Withdrawal): If you are an EU consumer, you may cancel your order for non-personalised items within 14 days of receiving them, without giving a reason. To cancel, simply notify us at [email protected] before those 14 days expire. After you notify us, you then have a further 14 days to send the item back; it must be unused and in its original condition. You are responsible for the cost of return postage. We will refund everything you paid, including the standard outbound delivery cost (we are not required to refund any extra you paid for an upgraded or express delivery option), within 14 days of receiving the returned item or your proof of postage, whichever comes first. Personalised prints are made to order and are exempt from this right of withdrawal.

Refund Processing: Refunds are issued to your original payment method. While typically processed immediately, it may take a few business days for your bank to reflect the funds. You will receive a confirmation email once processed.

Google Shopping: The same return and refund policies apply to orders placed through Google Shopping. No restocking fees apply to any returns.

Gift cards are non-refundable and cannot be exchanged for cash. They are valid for 1 year from the date of purchase, after which any remaining balance is forfeited. The validity period that applied when a card was bought is the one that governs it.

We are always here to help. Our priority is to ensure you are completely satisfied with your Skylit Studio order.