Last updated: 10 October 2026
This Returns and Refunds Policy explains your rights when you buy a standard (non-personalised) print from 11 Borders. If you have ordered a personalised print, please see our Custom Order Terms instead, as different rules apply to change-of-mind cancellations.
A print is only treated as "personalised" if it has been made to your own specification — for example, a custom print made from your own photograph. Choosing an A4 or A3 size of one of our standard catalogue designs does not make that print personalised, even though it is printed to order after you buy it, and the rights below apply to it in full.
1. Your right to cancel (change of mind)
If you buy a standard print, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This gives you:
- 14 days to tell us you want to cancel, starting the day after you (or someone you nominate) receives the goods; and then
- a further 14 days to return the goods to us, starting from the day you told us you were cancelling.
To cancel, please email us at [CONTACT EMAIL] with your order number and a clear statement that you wish to cancel. You do not need to give a reason.
2. Inspecting the goods
You may unwrap and examine your print as you reasonably would in a shop, to check its nature, characteristics and quality. If you handle the goods beyond what is necessary to do this — for example, removing packaging in a way that damages the print, or marking it — we may make a deduction from your refund to reflect any resulting loss in value. We will tell you if we intend to make such a deduction and explain how it has been calculated.
3. Returning the goods
For a change-of-mind return, you are responsible for the cost of returning the goods to us, unless we have agreed otherwise or we failed to tell you that you would have to bear this cost. We recommend using a tracked delivery service, as we cannot be responsible for returns that are lost in transit.
Please return items to: [RETURNS ADDRESS — confirm if different from our trading address at 15 Selman Drive, Wotton-Under-Edge, GL12 8FJ, United Kingdom].
This section covers change-of-mind returns only. If your print is faulty, damaged, incorrect or not as described, see section 6 below — in that case, we will cover the cost of return.
4. Refunds
Once you have told us you want to cancel, we will refund you no later than:
- 14 days after the day we receive the goods back; or
- if earlier, 14 days after you provide evidence that you have sent the goods back.
We will refund the price you paid for the goods, together with the standard, least expensive delivery cost you paid to receive them (even if you chose a more expensive delivery option — in that case we will refund the cost of our standard delivery option only). We will refund you using the same payment method you used to pay, unless you ask us to do otherwise, and you will not incur any fee as a result of the refund.
5. Exchanges
We do not offer direct exchanges. If you would like a different size or design, please cancel your original order in line with this policy and place a new order.
6. Faulty, damaged, incorrect or missing items
This section applies to both standard and personalised prints, and is not limited by anything above or by our Custom Order Terms.
If your print arrives faulty, damaged in transit, incorrect, or if part of your order is missing, please contact us as soon as reasonably possible at [CONTACT EMAIL] with your order number and, where possible, photographs showing the issue. Depending on the circumstances, we will offer a replacement, a repair, or a full or partial refund, in line with your rights under the Consumer Rights Act 2015.
You will not be asked to pay return postage for faulty, damaged, incorrect or not-as-described items. Where we ask you to return the item, we will either arrange collection or reimburse your reasonable postage costs.
7. Complaints
If you are unhappy with how a return or refund has been handled, please contact us at [CONTACT EMAIL] and we will do our best to put things right. This policy does not affect your statutory rights.