Refund policy

Returns and refunds

This policy applies to purchases from Palatine Editions. It does not limit any mandatory consumer rights that apply to your purchase.

Faulty, damaged, misdescribed or incorrect goods

If your order arrives damaged, contains the wrong item, is faulty or is materially not as described, contact hello@palatineeditions.com as soon as reasonably possible. Please include your order number, a description of the problem and, where practical, clear photographs of the item and its packaging. Please do not dispose of the item or packaging until we confirm that they are no longer needed.

We will provide the remedy required by applicable consumer law. Where a return is required because the goods are faulty, damaged, misdescribed or incorrect, Palatine Editions will bear the reasonable return cost or arrange an appropriate return. In many production-fault or transit-damage cases photographs are sufficient and we may confirm that no physical return is required.

Please report production faults or transit damage promptly, ideally within 14 days of receipt, because this helps us pursue the manufacturing or carrier claim efficiently. This request does not shorten or limit any statutory rights you may have.

Great Britain: change-of-mind cancellation

If you are a consumer in Great Britain and buy a standard Palatine Editions catalogue product online, you may cancel the contract without giving a reason within 14 days of receiving the goods. To cancel, email hello@palatineeditions.com or use the model cancellation form below. After notifying us, you must send the goods back without undue delay and no later than 14 days after the day on which you told us you were cancelling.

Palatine Editions catalogue products are produced after an order is placed, but our standard catalogue products are not treated as personalised merely because they are made to order. The ordinary statutory cancellation right therefore remains available for those products.

You may handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, as you might in a shop. We may make a lawful deduction from the refund if the value of the goods has been reduced by handling beyond that level.

Return carriage for Great Britain change-of-mind cancellations

For an ordinary change-of-mind cancellation, you are responsible for the direct cost of returning the goods. Our framed products may require a tracked parcel or courier service rather than ordinary letter post. For the current launch sizes, the direct return cost is estimated at a maximum of approximately £50 per item within Great Britain. Many returns should cost less. If you receive a reasonable carrier quotation above £50, contact us before booking the return so that we can confirm an appropriate method.

Please return the goods securely packaged, preferably using a tracked service, and keep proof of sending. Unless we give you another return address in writing, returns should be sent to: Palatine Editions, 30 New Street, Broadbottom, Hyde, SK14 6AN, United Kingdom. Do not send customer returns to Prodigi.

Refunds after a Great Britain cancellation

We will refund the price paid for the goods and, where you paid a delivery charge, the cost of our least expensive standard delivery option. We do not have to refund any additional amount paid for an enhanced or express delivery option.

Unless we have offered to collect the goods, we may wait until we receive the returned goods or until you provide evidence that you have sent them back, whichever happens first. We will then make the refund without undue delay and within the statutory 14-day period, using the same payment method you used for the purchase unless you expressly agree otherwise. We do not charge a refund fee.

United States: change-of-mind returns

For orders delivered in the United States, Palatine Editions does not offer returns or refunds solely because you have changed your mind after delivery, unless applicable law requires otherwise. This does not affect any rights you may have where goods are faulty, damaged, incorrect or materially not as described, or any other mandatory rights under applicable law.

Incorrect delivery address

Please check your delivery address carefully before placing your order. If you notice an error, contact us immediately. Once production or dispatch has begun we may be unable to change the address. A replacement or refund is not automatically available where an order has been correctly produced and sent to the address supplied by the customer, subject always to any mandatory legal rights.

Model cancellation form for Great Britain consumers

You may use this form, but you do not have to. A clear email telling us that you wish to cancel is sufficient.

To: Palatine Editions, 30 New Street, Broadbottom, Hyde, SK14 6AN, United Kingdom; hello@palatineeditions.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

[describe the goods]

Ordered on: [date] Received on: [date]

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is submitted on paper:

Date: