Returns Policy
Return & Refund Policy
Please Read Our Return & Refund Policy Carefully:
Returns
We have a 14-day return policy for our standard unframed prints. This means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
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To start a return: Contact us at sales@nqmedia.co.uk.
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Return Address: NQ Media Designs, 35 Elmwood Close, Retford, Nottinghamshire, DN22 6SL.
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Return Shipping: The customer is responsible for the cost of returning the item. We recommend using a tracked service as we cannot be held responsible for items lost in transit.
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Restocking Fee: We do not charge a restocking fee.
Damages and Issues
Please inspect your order upon reception. We take great care in our packaging, but if your item is defective, damaged, or if you receive the wrong item, contact us at sales@nqmedia.co.uk immediately so we can make it right.
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Reporting Window: All damages must be reported within 48 hours of delivery.
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Evidence Required: Please provide clear photos of the damaged item (front and back) and the outer packaging, including the delivery address label.
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Resolution: Once verified, we will prioritize a 100% free replacement for you.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned due to their nature:
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Framed Prints: As our framed prints are manufactured specifically to your location, size, and colour specifications, they are classified as "Made to Specification" and are exempt from returns or exchanges.
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Personalised Items: Any items that have been personalised with names, dates, or specific photos cannot be returned.
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Sale Items & Gift Cards: Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We do not accept exchanges. Please ensure you select the correct size, design, and frame colour prior to purchase.
European Union & UK 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union or the UK, you have the right to cancel or return your order within 14 days, for any reason and without justification.
PLEASE NOTE: Per Art. 16(c) of the EU Directive 2011/83/EU, this cooling-off period does not apply to goods made to the consumer's specifications or clearly personalised. This includes all Framed Prints and Personalised Designs from our collection, which remain final sale.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund.
If more than 15 business days have passed since we approved your return, please contact us at sales@nqmedia.co.uk.
Further Inquiries
If you have any additional questions, feel free to reach out to our customer services at:
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Phone: +44 7734 438452
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Email: sales@nqmedia.co.uk
