Returns & cancellations

Contact & returns

Josh Entwistle, trading as Josh Entwistle Photography, is the seller and the person responsible for the personal information described in our privacy policy.

Email: joshentwistlephotography@outlook.com

Business and returns address: see business details.

Please include your order reference and the item concerned. You can cancel by email or any other clear statement; you do not need our permission or a particular form to exercise your cancellation right.

Changing your mind

For standard prints and framed prints ordered online, you may cancel from the time you place the order until 14 calendar days after the day you, or someone you nominate, receives it. If one order arrives in separate deliveries, the period runs from receipt of the last item.

Tell us before that period ends, then send the goods back within a further 14 calendar days. You do not have to give a reason. Choosing one of our standard photographs, paper sizes or frame finishes does not remove this right simply because the item is printed or assembled after you order.

Sending a return

For a change-of-mind return, you pay the direct return postage. Please package prints and frames securely; the original packaging is useful if available, but is not a condition of your rights. Keep evidence of posting. We recommend a tracked service appropriate to the item’s value.

You may inspect the goods as you could in a shop. We may deduct a loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the law permits. We do not charge a restocking fee or deduct payment-processing fees.

Please contact Josh for return instructions rather than sending goods to a printer or a payment provider. Requesting instructions does not replace or shorten your cancellation or return deadlines.

Your purchase is with Josh Entwistle Photography. We remain responsible for your cancellation and refund rights even when a separate printing or framing partner makes and dispatches your order.

Refunds

For a valid cancellation, we refund the returned goods and the applicable standard outbound delivery charge. Extra paid for an upgraded delivery service is not refundable beyond the standard delivery amount. UK standard delivery is currently included in the price.

Refunds use your original payment method unless you expressly agree otherwise, without a refund fee. We refund without undue delay and within 14 days of receiving the goods back or receiving evidence that you sent them back, whichever is earlier. If no goods were supplied, or we offered to collect them, the deadline is 14 days after you tell us you are cancelling. Your payment provider may then take time to display the credit.

Damaged, faulty or incorrect items

If something arrives damaged, faulty or different from its description, contact joshentwistlephotography@outlook.com. Photographs of the item and packaging can help us investigate; please keep the packaging where practical. There is no 24- or 48-hour reporting deadline that removes your legal rights.

You normally have a 30-day right to reject faulty or misdescribed goods for a refund. After that, repair or replacement rights usually apply, with further refund or price-reduction rights where the law provides. We cover reasonable return costs for faulty, damaged or incorrect goods. If you are entitled to a refund for faulty goods, we provide it without undue delay and within 14 days of agreeing your entitlement.

These rights also apply to personalised goods and sale items. Nothing in this policy limits your statutory rights.

Genuinely personalised orders

A different cancellation rule may apply to goods made to your individual specifications or clearly personalised, such as a print carrying text supplied by you or a genuinely bespoke size outside our standard range. Where that exception applies, we explain it before you pay. A quotation or made-to-order production alone does not automatically remove cancellation rights.

Please contact us promptly if you want to change or cancel such an order. We will explain what is possible. Rights relating to faults, damage and misdescription remain unaffected.

Optional cancellation form

You can copy this into an email to joshentwistlephotography@outlook.com, or print it and send it to the business address below. Using it is optional.