Refund policy

Returns & Refunds

At The Observatory Gallery, every photographic print is produced to order specifically following purchase. This means that your artwork is created for you rather than taken from existing stock.

Because each print is individually produced and production materials and costs are committed specifically for your order, we generally do not accept returns or exchanges simply because you have changed your mind, selected the wrong size, or no longer wish to keep the artwork.

Nothing in this policy affects any statutory rights you may have under applicable consumer law.

Change-of-mind returns

Because our prints are produced to order, we do not generally accept returns or exchanges for:

Change of mind after purchase
Selecting the wrong print size
Selecting the wrong framing option
Choosing an artwork that you subsequently decide you do not want
Colour differences resulting from individual monitor, screen or device settings
Minor variations inherent to the fine-art printing process

We strongly encourage you to review the artwork, available sizes, framing options and product information carefully before placing your order.

If you are unsure about a print, size, finish or framing option, please contact us before ordering and we will be happy to help.

Damaged, defective or incorrect orders

Your statutory rights are not affected by this policy.

If your artwork arrives damaged, defective, materially different from its description, or you receive an incorrect item, please contact us as soon as possible after delivery.

To help us resolve the issue efficiently, please provide:

Your order number
A description of the problem
Photographs showing the damage, defect or incorrect item
Photographs of the external packaging where relevant

We will assess the issue and, where appropriate, arrange a replacement, repair, refund or another suitable resolution in accordance with your applicable consumer rights.

Damaged artwork

Please retain the original artwork and all packaging until we have advised you otherwise. Photographs of the packaging and any visible damage may be required when investigating a delivery claim with our fulfilment or delivery partner.

Please do not dispose of damaged artwork or packaging before contacting us.

Made-to-order artwork

Our prints are produced specifically following purchase rather than being held as finished inventory.

As a result, the normal change-of-mind cancellation and return provisions that apply to many standard retail goods may not apply to our made-to-order products where the applicable legal exemption applies.

This does not affect your statutory rights where an artwork is faulty, damaged, not as described, incorrectly supplied or otherwise fails to meet the requirements of applicable consumer law.

We carefully inspect artwork as part of the production and fulfilment process before dispatch.

Cancelling an order

If you wish to cancel an order, please contact us as soon as possible after placing your order at:

enquiries@theobservatory.org

We will do our best to accommodate cancellation requests where production has not yet begun.

Once an order has entered production, cancellation may no longer be possible because materials and production resources have been committed specifically to your artwork.

If production has already begun, we will advise you whether cancellation is still possible in the circumstances and in accordance with any rights that apply to your order.

Exchanges

Because artworks are produced to order, we do not generally offer exchanges for alternative artworks, sizes, finishes or formats once production has begun.

If you have selected the wrong size or format, please contact us as soon as possible after placing your order. If production has not yet begun, we will do our best to assist with a change.

This does not affect your statutory rights where an artwork is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.

Incorrect delivery information

Please carefully check your delivery address and contact details before completing your purchase.

If you realise that you have entered an incorrect or incomplete delivery address, contact us as soon as possible.

We will do our best to amend the address where this is still possible. However, once an order has entered production or the shipping process, changes may no longer be possible.

We cannot guarantee that an address change will be possible after production or dispatch has begun, and additional delivery costs may apply where a carrier or fulfilment provider charges for an address correction or re-delivery.

Refunds

Where a refund is approved, it will normally be issued to the original payment method used to place the order.

We will notify you once your refund has been approved and processed.

The time required for the funds to appear in your account can vary depending on your bank, card issuer or payment provider.

Where a refund is required under applicable consumer law, we will process it within the timeframe required by that law.

Late or missing refunds

If you have been notified that your refund has been processed but the funds have not yet appeared:

Check your bank or payment account again.
Contact your card issuer or payment provider, as processing times can vary.
Contact your bank if necessary.
If you have completed these steps and the refund is still not showing, please contact us at enquiries@theobservatory.org.

Please have your order number available so that we can investigate the refund status.

UK & European consumer rights

Nothing in this policy is intended to exclude or restrict any statutory rights you may have under applicable consumer protection legislation.

For customers in the United Kingdom and European Union, certain consumer rights apply to goods that are faulty, damaged, not as described or otherwise do not conform to the contract.

Online purchases may also be subject to statutory cancellation rights, although exemptions can apply to goods that are made to the customer's specifications or are clearly personalised. The applicability of any exemption depends on the nature of the product and the circumstances of the order.

Where a statutory right applies, this policy does not limit that right.

Questions about your order?

If you have any questions about returns, refunds, cancellations or an issue with your artwork, please contact us at: