Refund policy
Our Commitment
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.
| Item Type | Return Period | Eligible If | Shipping Refunded? |
|---|---|---|---|
| Personalised Prints | 30 days | Faulty, incorrect, or damaged | Yes (if fault confirmed) |
| Non-Personalised | 30 days | Unused, original packaging | No (customer pays return) |
| EU Cooling-Off | 14 days | Non-personalised items only | No |
Personalised Prints
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
Non-Personalised Prints
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 original shipping fees, as this cost is non-recoverable once dispatched.
Damaged, Incorrect, or Defective Orders
Please inspect your order upon receipt. If your item is damaged, defective, or incorrect, please email us three photos:
Once we receive your claim, we will either reship a replacement the same day or issue a full refund, depending on your preference.
Lost or Delayed Orders
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.
Good to Know
Exchanges: Please return the original item first (if eligible), then place a new order for the item you want.
EU 14-Day Cooling-Off: EU customers have the right to cancel or return non-personalised items within 14 days, provided they are unused and in original condition. Personalised prints are exempt from this period.
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.
Need Help?
We are always here to help. Our priority is to ensure you are completely satisfied with your Skylit Studio order.
