Refund policy

Return & Refund Policy

Jay Kay Prints | jaykayprints.com

Last updated: October 24, 2026

At Jay Kay Prints, every piece of wall art is created with care and professionally produced to order. We want you to be completely satisfied with your purchase.

Please review our return, refund, and cancellation policy before placing your order.

1. Returns & Eligibility

Our products are made to order, meaning they are produced specifically after your purchase rather than held in inventory.

We accept returns in accordance with applicable consumer protection laws.

European Union / European Economic Area

Customers covered by EU/EEA consumer withdrawal rights generally have 14 days from receiving their order to notify us that they wish to withdraw from the purchase, without providing a reason.

After notifying us, customers generally have another 14 days to return the eligible items.

Products must be packaged appropriately to prevent damage during return transportation.

Customers may be responsible for any reduction in value resulting from handling beyond what is necessary to inspect the product.

Other Destinations

For standard, non-defective products shipped outside territories where mandatory withdrawal rights apply, we generally do not accept change-of-mind returns because our artwork is produced to order, except where otherwise required by applicable law.

This restriction does not affect your rights regarding damaged, defective, incorrect, or misdescribed products.

2. Personalized & Custom Artwork

Artwork genuinely created or personalized according to a customer's individual specifications may be excluded from change-of-mind returns where permitted by applicable law.

This can include specially personalized artwork or unique custom designs requested by the customer.

Selecting a standard product size, frame color, or artwork format does not automatically make a product legally personalized.

Your statutory rights concerning defective or incorrectly supplied goods remain unaffected.

3. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible, preferably within 48 hours of delivery.

Please provide:

Your order number
A brief description of the issue
Clear photographs showing the affected product
Photographs of the packaging, if available

We will investigate the issue and offer an appropriate remedy, which may include a replacement, repair, price reduction, or refund in accordance with applicable law.

The suggested 48-hour reporting period helps us investigate shipping damage promptly. It does not limit your legal rights or the period in which you can report defective products.

4. How to Request a Return

To request a return, please contact Jay Kay Prints using the contact information on our website.

Please include your order number, the items you wish to return, and your request.

We will provide the applicable return instructions and return address.

Please contact us before shipping your return. Our products may be manufactured and shipped from different fulfillment facilities, and the correct return location may depend on your order.

Returns sent to an incorrect address may experience processing delays.

For statutory withdrawal requests, contacting us through any legally valid withdrawal method is sufficient. Our preferred return-request process does not restrict these rights.

5. Return Shipping Costs

For eligible change-of-mind returns, customers are responsible for direct return shipping costs, unless otherwise required by law or agreed by Jay Kay Prints.

If your return concerns a defective, damaged, incorrect, or misdescribed item, we will cover the necessary return shipping costs where required by applicable law.

Original shipping charges will be refunded where required by law, including standard delivery charges for eligible full-order withdrawals under EU/EEA consumer rules.

Additional delivery charges for premium or express shipping may be excluded from such refunds where legally permitted.

6. Refund Processing

Once a refund is approved or legally due, it will be issued to the original payment method unless another method is agreed upon where permitted.

For eligible EU/EEA withdrawals, refunds will generally be issued within 14 days after receiving your withdrawal notification. We may withhold reimbursement until the returned goods have been received or you have provided evidence of their return, whichever occurs first, as permitted by law.

For other approved refunds, processing times may depend on the circumstances of the request.

Your bank or payment provider may require additional time to display the refund.

If you have questions about an outstanding refund, please contact us.

7. Order Cancellations

Because our artwork is made to order, production may begin shortly after purchase.

If you wish to cancel an order, please contact us immediately.

We aim to accommodate cancellation requests made within 6 hours of purchase, where possible.

Once production has begun, cancellation or modification may not be possible under our voluntary cancellation policy.

This does not limit any statutory withdrawal or cancellation rights that may apply to your purchase.

8. Exchanges

We do not generally offer direct exchanges for change-of-mind purchases.

If you selected an incorrect size, frame color, or product format, please contact us as soon as possible.

Changes may be possible before production begins.

Eligible statutory returns and remedies for incorrect or defective products remain available regardless of our general exchange policy.

9. Slight Color Variations

Please note that printed colors may differ slightly from those displayed on your screen due to monitor calibration, display settings, printing processes, and material differences.

We aim to reproduce each artwork as accurately as reasonably possible.

Normal, minor differences in appearance do not automatically constitute a defect. However, any product that does not meet its advertised description or applicable legal quality standards remains eligible for the remedies required by law.

10. Consumer Rights

Nothing in this policy excludes, restricts, or replaces any rights that customers have under applicable consumer protection legislation.

Customers in the European Union benefit from mandatory consumer protections, including statutory withdrawal rights where applicable and legal guarantees for goods that do not conform to their sales contract.