Refund policy

Last updated: 26 July 2026

This policy applies to orders placed through Serene Archive and delivered within the United Kingdom.

Our artwork prints are produced individually after an order is placed. This helps us reduce unnecessary stock and overproduction.

Your Right to Cancel

For standard, non-personalised products purchased online, you may cancel your order without giving a reason.

You must notify us within 14 days after receiving your order. After notifying us, you must return the product within a further 14 days.

To request a cancellation or return, email:

serenearchive.co.uk@gmail.com

Please include:

  • Your full name
  • Order number
  • Email address used for the order
  • The product you wish to return
  • A clear statement that you wish to cancel your purchase

Please contact us before sending anything back.

Change-of-Mind Returns

For an eligible change-of-mind return, the product must be:

  • Unused
  • Unhung
  • Unaltered
  • Free from marks, stains, tears or creases
  • Returned with any included components
  • Packaged securely to prevent damage in transit

You may inspect the product in the same way that you reasonably could in a physical shop.

We may reduce the refund where the product has lost value because it was handled beyond what was reasonably necessary to inspect it.

Products that have been cut, mounted, framed by the customer, written on or otherwise altered may not qualify for a full refund.

Change-of-Mind Return Postage

For a change-of-mind return, you are responsible for:

  • Return postage
  • Suitable protective packaging
  • The product until it reaches us

We strongly recommend using a tracked and appropriately insured delivery service.

We are not responsible for returns that are lost, damaged in transit or sent to an incorrect address.

Return Address

Approved change-of-mind returns should be sent to:

Serene Archive
Apartment 407
9 Eastfields Avenue
London
SW18 1YR
United Kingdom

Please contact us before sending a return so that we can identify and process your order correctly.

Do not send damaged, defective, misprinted or incorrect products to this address unless we specifically request a physical return.

Damaged, Defective, Misprinted or Incorrect Products

Please inspect your order promptly after delivery.

Contact us if your product arrives:

  • Damaged
  • Defective
  • Misprinted
  • Incorrect
  • Materially different from the product ordered

Please report the issue within 30 days of receiving the product.

Email serenearchive.co.uk@gmail.com and provide:

  • Your order number
  • A description of the issue
  • A clear photograph showing the entire product
  • Close-up photographs showing the problem
  • Photographs of the internal and external packaging where delivery damage is involved
  • A photograph of the shipping label where requested

We may request additional photographs or information so that we can investigate the issue with our fulfilment partner.

Where the issue is verified, we will offer an appropriate remedy, which may include:

  • A replacement
  • A reprint
  • A full refund
  • A partial refund where appropriate

You will not be charged additional production or standard delivery costs for an approved replacement caused by a production, fulfilment or delivery fault.

Please do not return a damaged, defective, misprinted or incorrect product unless we provide written return instructions. A physical return may not be required.

Colour and Cropping Variations

Colours may appear slightly different in person because of differences in:

  • Screen calibration
  • Device brightness
  • Display settings
  • Ambient lighting
  • Paper characteristics
  • Printing processes

Minor colour variations within reasonable printing tolerances are not necessarily defects.

Some artwork may require slight cropping to fit the selected print dimensions. We aim to show the expected crop accurately in the product preview.

This does not affect your rights where a product is materially different from its description or product preview.

Personalised and Custom Products

The right to cancel for change of mind does not normally apply to products made to the customer’s specifications or clearly personalised.

This may include products containing:

  • A customer’s name
  • A personal date
  • Customer-provided wording
  • A customer-uploaded photograph
  • A specially requested quotation
  • Bespoke artwork alterations
  • Non-standard dimensions created specifically for the customer
  • Other individually commissioned features

Selecting an artwork, standard print size or standard frame option from our normal catalogue does not, by itself, necessarily make the product personalised.

Personalised and custom products remain eligible for a remedy if they arrive damaged, defective, incorrectly produced or materially different from the approved order.

Exchanges

Because each product is made to order, we do not normally offer direct exchanges for:

  • A different artwork
  • A different size
  • A different frame option
  • A product selected incorrectly by the customer

Where your cancellation right applies, you may return the original product under this policy and place a new order for the preferred item.

This does not affect your rights where the original product is faulty, damaged or incorrect.

Refunds

Once an authorised return has been received and inspected, we will notify you whether the refund has been approved.

For a valid cancellation, we will refund:

  • The eligible product price
  • The cost of the least expensive standard delivery option offered for the order

If you selected express, priority or another enhanced delivery service, we will not refund the additional amount above the standard delivery cost unless required by law.

Change-of-mind return postage is not refundable.

We may withhold the refund until:

  • We receive the returned product; or
  • You provide satisfactory evidence that it has been returned

Approved refunds will be issued to the original payment method within the timeframe required by UK law.

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

Fraudulent or Abusive Claims

We reserve the right to investigate claims that appear fraudulent, misleading, duplicated or abusive.

We may request additional photographs, packaging evidence, carrier documents or other reasonable information.

Nothing in this section allows us to withhold a remedy where a customer has a valid legal right to one.

Contact Us

For cancellations, returns or refund requests, contact:

Serene Archive
Email: serenearchive.co.uk@gmail.com

Please include your order number and the email address used during checkout.

Your Statutory Rights

Nothing in this policy excludes, restricts or replaces any consumer right or remedy that cannot lawfully be excluded under UK law.