Refund policy

Returns, refunds, and our Print Quality Promise

Because our products are made to order, we do not accept returns or exchanges. If something is not right, we will make it right.

Print quality, damage, or wrong item

Please inspect your order when it arrives. If you believe there is a print quality issue, your order arrived damaged, or you received the wrong item, contact us within 14 days of delivery at info@silvergrainpress.com and include your order number and a short description of the issue.

We will offer a remedy as quickly as possible. In most cases this will be a free reprint and replacement shipment. In some cases, we may offer a refund instead. You do not need to return the item.

Made to order products and cancellation rights

Every Silvergrain Press product is made to order using images and configuration you supply. Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel for distance contracts does not apply to "goods that are made to the consumer's specifications or are clearly personalised." Production begins shortly after your order is confirmed.

Your statutory rights under the Consumer Rights Act 2015 are unaffected. If your order arrives faulty, damaged, or not as described, you remain entitled to a remedy. Our Print Quality Promise covers these cases above and beyond the statutory minimum.

Refund timing

If a refund is issued, it will be made to your original payment method. Processing times vary by bank and payment provider, but refunds are typically completed within 10 business days after approval.

A quick note on evidence

To help us resolve issues quickly, we may ask for a photo of the item and packaging, especially for damage in transit. This is only to speed up a replacement or refund. We do not require returns.