Refunds and cancellations

By law you normally have 14 days to cancel a contract for digital content. Before you pay for a download, we ask you to tick this box:

I want my download straight away and understand I lose my 14-day right to cancel once it starts.

By ticking it you ask us to supply your download immediately and confirm that you understand you lose your right to cancel once the download starts (Consumer Contracts Regulations 2013, regulation 37). Your download starts as soon as your download link is made available after payment. We confirm your choice in your order email.

Because you see your portrait before you buy, we can't offer a refund just because you've changed your mind about it. If your download is faulty (for example it won't open, it's corrupted or it isn't the portrait you chose), contact us and we'll replace it or, if we can't, refund you (Consumer Rights Act 2015).

Each framed print is made to order from your portrait, to the size and frame you choose. Because it's personalised, the 14-day right to cancel doesn't apply (Consumer Contracts Regulations 2013, regulation 28(1)(b)). If you contact us quickly after ordering, we'll try to cancel your print before it goes into production and refund you in full, but we can't promise this.

• Damaged, faulty or not as described: email us within 30 days of delivery with your order reference and a photo of the problem. We'll send a free replacement or give you a full refund, whichever you prefer. We won't normally need the print back. After 30 days you still have rights under the Consumer Rights Act 2015.
• Not arrived: if your print hasn't arrived within 30 days of your order, or tracking shows a problem, tell us. We'll work with our print partner to find it, send a replacement or refund you.
• Wrong address: if a print can't be delivered because the address given at checkout was wrong or incomplete, we'll help, but we may have to charge for sending a replacement.

Refunds go back to the card or payment method you used, through our payment provider Stripe. We make them within 14 days of agreeing a refund; your bank may take a few more days to show it. When an order is refunded in full, its download links stop working.

Email support@hampton.io with your order reference. It starts with “cs_” and is in your order confirmation email and on the page shown after payment. We aim to reply within 2 working days.

For independent advice about your consumer rights, contact Citizens Advice.