Refund policy

RETURNS, REFUNDS AND CANCELLATIONS

Last updated: 17 July 2026

At Solawen, most products are produced individually after an order is placed by specialist fulfilment partners.

Producing items to order helps us avoid holding unnecessary stock and allows each order to be prepared with care. However, being made after an order is placed does not by itself remove any statutory cancellation rights that apply to standard products bought online.

We want every customer to feel informed and confident before purchasing. This policy explains how cancellations, returns, refunds, damaged products and delivery problems are handled.

This policy applies to purchases made by consumers. Separate terms may apply to business-to-business or trade purchases.

1. CONTACTING SOLAWEN

To request a cancellation, return, refund or replacement, please use the “Request a return or cancellation” link in the footer of our website, where available, and sign in using the email address associated with your order.

You may also contact:

hello@solawen.studio

Please include:

• your full name;
• your order number;
• the email address used for the order;
• the product concerned;
• a brief explanation of your request.

Please do not send an item back before receiving return instructions from Solawen.

Our products are produced and dispatched from different fulfilment locations. The correct return address therefore depends on the product, the fulfilment partner and where the order was produced.

Do not return an item directly to a fulfilment partner, manufacturer or an address printed on the original parcel unless Solawen has confirmed in writing that it is the correct return address.

2. UK AND EU/EEA CANCELLATION RIGHTS

Consumers in the United Kingdom and, where applicable, the European Union or European Economic Area normally have the right to cancel an eligible online purchase without giving a reason.

The cancellation period normally ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

Where a single order is delivered in separate parcels or on different days, the cancellation period normally begins when the final item is received.

To exercise this right, you must clearly tell Solawen that you wish to cancel before the cancellation period expires. You may do this through your customer account, through our return-request facility, or by emailing hello@solawen.studio.

After notifying us, you must normally return the goods without undue delay and no later than 14 days after the day on which you informed us of your cancellation.

You do not need to give a reason for exercising an applicable statutory cancellation right.

Nothing in this policy limits any mandatory consumer rights that apply in your country.

3. PRODUCTS EXCLUDED FROM ORDINARY CHANGE-OF-MIND CANCELLATION

A statutory change-of-mind cancellation right may not apply to goods that are:

• made to your individual specifications;
• clearly personalised for you;
• created as an individually commissioned artwork;
• produced using artwork, photographs or other material supplied by you;
• printed with personalised names, wording, dates or messages;
• manufactured in a bespoke size or configuration that is not offered as one of our standard options.

Ordinarily, choosing an existing Solawen artwork together with a standard size, frame colour, product type or other option already offered on the product page does not by itself make the product personalised.

Any exclusion from change-of-mind cancellation rights does not affect your rights if an item is faulty, damaged, incorrect, incomplete or not as described.

4. HANDLING AND CONDITION OF CHANGE-OF-MIND RETURNS

You may inspect an item to the extent reasonably necessary to establish its nature, characteristics and condition, in much the same way as you could reasonably inspect it in a physical shop.

You are responsible for taking reasonable care of the product while it is in your possession.

Returned goods should be:

• complete;
• protected from damage;
• returned with any accessories or components supplied;
• securely packaged for the return journey;
• accompanied by any information requested in our return instructions.

Where available, please use the original packaging, protective corners, inserts, wrapping and outer carton.

For framed artwork, retaining all original packaging is particularly important. Frames are vulnerable to transit damage and may require the original protective packaging to be returned safely.

The absence of original packaging does not automatically remove a statutory cancellation right. However, you remain responsible for packaging the goods adequately, and a refund may be reduced if unnecessary handling, inadequate repacking or avoidable damage has reduced the value of the product.

We may make a proportionate deduction from a refund where the goods have been handled beyond what was reasonably necessary and their value has consequently been reduced.

5. CHANGE-OF-MIND RETURN COSTS

For a return made because you have changed your mind, ordered the wrong option or no longer want an otherwise satisfactory product, you are responsible for the direct cost of returning the goods unless Solawen agrees otherwise in writing.

Return costs vary according to:

• the product;
• the packed dimensions and weight;
• the return destination;
• the customer’s country;
• the selected carrier;
• tracking and insurance requirements;
• whether collection is required.

Small products and unframed prints may normally be returned through an appropriate tracked postal or parcel service.

Large framed artworks may be too large or fragile for ordinary postal services. They may require a tracked and appropriately insured courier service, and the return cost may be substantial.

Before purchasing a large framed artwork, you may contact hello@solawen.studio for information about the likely return cost for your location.

Before arranging any return, contact Solawen. We will provide:

• the correct return address;
• suitable packaging and customs instructions where relevant;
• any available return-label or collection options;
• an estimate or confirmation of the direct return cost where available.

Where available, Solawen may offer to arrange a prepaid label or courier collection. For a change-of-mind return, the agreed direct cost may be payable by you or deducted from the refund where legally permitted and agreed in advance.

Solawen may occasionally choose to contribute towards a change-of-mind return cost as a gesture of goodwill. Any such contribution will be considered individually and does not create an automatic or continuing entitlement.

Do not send a product using an uninsured or unsuitable service where its value, fragility or dimensions make that service inappropriate.

A specific estimated return-cost range for oversized framed artwork will be added once final packaged measurements and courier estimates have been confirmed.

6. DAMAGED, FAULTY, MISPRINTED OR INCORRECT PRODUCTS

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if an item:

• arrives damaged;
• is faulty or defective;
• contains a production or printing error;
• is materially different from its description;
• is the wrong product, size, colour or variant;
• is missing a component;
• is incomplete.

Please provide:

• your order number;
• a description of the problem;
• clear photographs of the complete product;
• close-up photographs showing the fault or damage;
• photographs of the inner packaging;
• photographs of the outer parcel;
• a photograph of the shipping label where available.

Please retain the product and all packaging while the matter is being investigated.

Wherever possible, please report visible transit damage, production faults or misprints within 30 days of delivery. Prompt reporting helps us submit a claim to the relevant fulfilment partner and carrier.

This requested reporting period does not reduce or replace any statutory rights you may have against Solawen.

Where a product is faulty, damaged, incorrect or not as described, Solawen will provide an appropriate remedy in accordance with the circumstances and applicable consumer law. This may include:

• repair where appropriate;
• replacement;
• full refund;
• partial refund;
• another remedy required by law.

You will not be required to pay reasonable return costs for an accepted fault, damage or fulfilment-error claim.

Do not independently arrange a return for a damaged or faulty product unless instructed to do so. In some cases, photographs may be sufficient and the fulfilment partner may not require the item to be returned.

7. DAMAGE CAUSED DURING A CUSTOMER-ARRANGED RETURN

For change-of-mind returns, you are responsible for taking reasonable care when choosing a carrier and packaging the goods.

If an item is damaged because it was inadequately packaged or returned using an unsuitable service, its value may be reduced and this may affect the amount refunded where the law permits.

We strongly recommend using a tracked service and retaining:

• proof of postage;
• the tracking number;
• photographs of the product before packing;
• photographs showing how it was packed;
• the carrier receipt;
• evidence of insurance where appropriate.

Solawen is not responsible for loss or damage caused by a return carrier selected and contracted directly by the customer, except where applicable law provides otherwise.

8. LOST OR SIGNIFICANTLY DELAYED ORDERS

If tracking has not updated or your order has not arrived within the expected delivery period, please contact us at hello@solawen.studio.

Please report a potentially lost shipment within 30 days of the estimated delivery date wherever possible. Prompt reporting allows us to investigate the shipment with the fulfilment partner and carrier.

International parcels may occasionally be delayed by customs, border processing, weather, industrial action, carrier disruption or other circumstances outside our direct control.

A delayed parcel is not automatically considered lost, but Solawen will assist with an appropriate investigation.

If a shipment is confirmed as lost, we will arrange an appropriate replacement or refund.

9. PARCELS MARKED DELIVERED BUT NOT RECEIVED

If tracking shows that a parcel has been delivered but you cannot locate it, please first:

• check with other members of your household;
• check reception areas, porches and designated safe places;
• ask immediate neighbours;
• review any delivery photograph or carrier notification;
• contact the local delivery office or carrier.

If the parcel remains missing, contact us promptly with your order number and tracking information.

We will investigate with the fulfilment partner and carrier. Where the investigation confirms loss, misdelivery or another fulfilment problem, we will arrange an appropriate replacement or refund.

10. INCORRECT OR INCOMPLETE DELIVERY ADDRESSES

You are responsible for checking that the delivery address supplied at checkout is complete and accurate.

If you notice an error, contact hello@solawen.studio immediately.

We will attempt to correct the address before production or dispatch, but an alteration cannot be guaranteed once fulfilment has begun or a shipping label has been created.

If an order cannot be delivered or is returned because the customer supplied an incorrect or incomplete address, reasonable additional costs may apply. These may include:

• return-to-sender charges;
• reshipping costs;
• customs or carrier charges;
• replacement production costs where the original item cannot be recovered.

We will explain and agree any additional payment before arranging reshipment or replacement.

Nothing in this section limits your rights where an address or delivery error was caused by Solawen, a fulfilment partner or the carrier.

11. CANCELLATION BEFORE DISPATCH

You may ask to cancel an order at any time before dispatch.

A cancellation request made through a Solawen customer account is submitted for review and is not necessarily approved automatically.

Because most products enter production after the order is placed, contact us as quickly as possible. We will make reasonable efforts to stop production and dispatch.

Once production or fulfilment has begun, it may not be operationally possible to prevent the item from being completed or dispatched.

This operational limitation does not remove a statutory cancellation or withdrawal right where one applies.

Where an eligible statutory cancellation is received after production has begun and the parcel cannot be stopped, we will explain the return procedure. You may need to receive the parcel and return it in accordance with this policy.

12. REFUNDS FOR CHANGE-OF-MIND CANCELLATIONS

Where a statutory cancellation right applies, we will refund:

• the price paid for the returned goods; and
• the amount paid for our least expensive standard outbound delivery option, where a delivery charge was paid.

If you selected a more expensive or expedited delivery service, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

The direct cost of returning change-of-mind goods remains your responsibility as explained in this policy.

We may withhold the refund until:

• we receive the returned goods; or
• you provide satisfactory evidence that the goods have been sent back;

whichever occurs first.

Subject to the above, the refund will be issued without undue delay and normally no later than 14 days after the returned goods are received or satisfactory evidence of return is provided.

Refunds will be issued using the original payment method unless another method is expressly agreed.

Solawen will not charge a refund administration fee.

Your bank, card issuer, PayPal or other payment provider may require additional processing time before the refunded amount appears in your account.

13. REFUNDS FOR FAULTY, DAMAGED OR MISDESCRIBED GOODS

Where you are entitled to a refund because goods are faulty, damaged, incorrect or not as described, the refund and any reasonable delivery or return costs will be handled in accordance with applicable consumer law.

The options available may depend on:

• the nature of the problem;
• when it was reported;
• whether repair or replacement is possible;
• whether a previous remedy has been attempted;
• the consumer rights applicable in the delivery country.

Nothing in this policy removes or restricts legal remedies available for goods that are not of satisfactory quality, fit for purpose or as described.

14. EXCHANGES

Because products are generally produced individually after an order is placed, Solawen does not operate an automatic exchange service.

Where you have selected the wrong size, frame colour or product option, we may ask you to return the original item under the change-of-mind process and place a separate new order.

A replacement supplied because an item is faulty, damaged, incorrect or not as described is not treated as an ordinary change-of-mind exchange.

15. SALE, DISCOUNTED AND READY-TO-SHIP ITEMS

A sale or discounted price does not remove your statutory consumer rights.

Eligible sale products remain subject to the same legal cancellation rights and protections as full-price products unless a lawful exception was clearly explained before purchase.

A ready-to-ship, studio-stock or previously returned item will be accurately described, including any known cosmetic imperfection or condition issue.

Your legal rights still apply to ready-to-ship and discounted goods.

16. REFUSED AND UNCOLLECTED DELIVERIES

Refusing delivery or failing to collect a parcel does not necessarily complete a valid cancellation.

Please contact Solawen clearly if you wish to cancel an eligible order.

If a parcel is returned because delivery was refused or it was not collected, reasonable carrier, return, customs or reshipping costs may apply where permitted by law and where the circumstances were not caused by Solawen or the carrier.

We will assess the circumstances before issuing any refund or requesting additional payment.

17. FAIR AND CUSTOMER-FRIENDLY RESOLUTION

Solawen aims to resolve genuine concerns fairly, calmly and promptly.

Where practical, we may offer assistance beyond the minimum required by law. Any additional goodwill remedy will be assessed individually and does not limit your statutory rights.

We ask customers to contact us before taking action so that we can identify the correct fulfilment partner, return destination and safest solution.

18. CONTACT DETAILS

For all cancellations, returns, refunds, damaged products and delivery problems, contact:

Solawen
Email: hello@solawen.studio
Website: www.solawen.com

Please include your order number so that we can locate the order and assist you promptly.

This policy forms part of Solawen’s terms of sale and does not affect any statutory consumer rights available to you.