Refund policy

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 ross@11borders.com 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, we may make a deduction from your refund to reflect any resulting loss in value.

3. Returning the goods

For a change-of-mind return, you are responsible for the cost of returning the goods to us. We recommend using a tracked delivery service. Please return items to: 11 Borders Ltd, 7 Chestnut Drive, Wotton-under-Edge, GL12 7FB, United Kingdom.

4. Refunds

Once you have told us you want to cancel, we will refund you no later than 14 days after we receive the goods back (or 14 days after you provide evidence of return, if earlier). We will refund the price paid plus the standard delivery cost, using your original payment method, at no extra fee.

5. Exchanges

We do not offer direct exchanges. Please cancel your original order and place a new one.

6. Faulty, damaged, incorrect or missing items

This applies to both standard and personalised prints. Contact us as soon as possible at ross@11borders.com with your order number and photographs if possible. We will offer a replacement, repair or refund in line with the Consumer Rights Act 2015, and you will not be asked to pay return postage.

7. Complaints

Contact us at ross@11borders.com. This policy does not affect your statutory rights.