Refund policy
Refund Policy
Last updated: 20.01.2026
At SentiMoFrame, we take pride in creating personalised, made-to-order products. Please read this policy carefully before placing your order.
Right to Cancel
Under UK and EU consumer law, customers normally have the right to cancel an online purchase within 14 days of receiving the item.
However, this right does not apply to goods that are made to the consumer’s specifications or clearly personalised.
All products sold by SentiMoFrame are custom made based on the information provided by the customer at checkout.
For this reason, the statutory right to cancel does not apply once production has begun.
This exception is provided for under:
The UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
EU Consumer Rights Directive (2011/83/EU)
Damaged, Defective or Incorrect Items
We will offer a replacement or refund if:
your item arrives damaged or cracked
your item is misprinted due to a production error
you receive the wrong item
Please inspect your order upon delivery and contact us within 30 days of receiving your item.
To request a resolution, please email sentimoframe@gmail.com with:
your order number
clear photos showing the issue
We may require additional information to assess the claim.
Non-Refundable Items
Due to the personalised nature of our products, we do not offer refunds or replacements for:
spelling errors, incorrect dates, locations or other details provided or approved by the customer
design choices selected by the customer at checkout
pixelated, blurry or low-quality images supplied by the customer
The final print quality directly depends on the quality of the content provided. Customers are responsible for reviewing and confirming all details before completing their purchase.
Return Process
Returns are not accepted without prior approval.
If your claim is approved, we will provide instructions on how and where to return the item (if required).
Items sent back without first contacting us will not be accepted.
Refunds
If your refund request is approved:
refunds will be issued to the original payment method
processing times may vary depending on your payment provider
Contact Us
If you have any questions about refunds or your order, please contact us at:
We reserve the right to refuse a refund if the request conflicts with this policy.