Refund policy

Last updated: October 27, 2026

Our Promise

Every Jasmine Print House print is made to order, just for you. Because of that, we can't accept returns or exchanges for change of mind, including if you choose the wrong size or frame colour. But if something has gone wrong with your order, we'll make it right.

Damaged, Faulty or Wrong Items

If your print arrives damaged, has a printing or framing defect, or isn't what you ordered:

email us at hello@jasmineprinthouse.com within 14 days of delivery;
include your order number and clear photos of the problem, the packaging and the shipping label.

Once we've reviewed your claim, we'll send you a free replacement or a full refund, whichever you prefer. We may ask you to send the item back. Please don't post anything to us until we've been in touch.

Lost Parcels

If your tracking hasn't moved for a while, or your order hasn't arrived well after the estimated delivery date, email us and we'll chase it up with the courier. If a parcel is confirmed lost, we'll send a replacement or refund you in full.

Changes and Cancellations

Production starts soon after you order. If you need to change or cancel an order, email us right away. We can only change or cancel an order before it goes into production.

How Refunds Work

Refunds go back to your original payment method. How long they take to appear depends on your bank or card provider. Shipping is free on every order, so there's no shipping charge to refund.

This policy doesn't affect any rights you have by law in relation to faulty goods. See our Terms of Service for full details.