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 never need to post a faulty item back unless we 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.

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 never 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.

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 3 years from the date of purchase, after which any remaining balance is forfeited.

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