Returns & Refunds
Last updated: 11 July 2026
Every Waymark print is made to order and, in most cases, personalised to you — your route, your stats, the details you chose. This policy explains when a print can be returned or exchanged, and how we put things right if something is wrong. It doesn’t affect your statutory rights.
The short version
Because each print is custom-made for you, we can’t offer a return or refund simply for a change of mind. But if your print arrives damaged, faulty, or not what you ordered, we’ll replace it or refund you — just email us within 14 days of delivery with a photo.
Made-to-order & personalised
We don’t hold stock. When you order, your print is produced specifically for you and, on most designs, personalised with your route and details. Under UK consumer law, personalised and made-to-order goods are exempt from the usual 14-day “change of mind” cancellation right, so we’re unable to accept returns or give refunds for buyer’s remorse, a size or frame you chose and later reconsider, or a route or caption you selected and now want changed. Please check your design, size, and frame carefully before you order.
Cancelling or changing an order
Spotted a mistake? Email us as soon as you can with your order number. We typically send designs to print within a day or two of ordering, so we can only change or cancel an order while it hasn’t yet gone to production. Once it’s printing, we can’t stop it.
Damaged, faulty, or wrong items
If your order arrives damaged, has a fault, or isn’t what you ordered — the wrong size, frame, or design — we’ll make it right at no cost to you, with a free replacement or a full refund, whichever you prefer. Email [email protected] within 14 days of deliverywith your order number and a photo of the problem (and of the packaging, if it was damaged in transit). Please keep the item until we’ve sorted it.
How refunds work
Approved refunds are issued to your original payment method through Shopify, our checkout provider, and usually appear within 5–10 business days depending on your bank or card issuer. Where an item was faulty or wrong on our part, we refund the original delivery charge too.
Return shipping
For a damaged, faulty, or wrong item you won’t normally need to send anything back — a photo is usually enough — and we cover the cost of any return we do ask for. Please don’t return an item before contacting us: unrequested returns can’t be tracked and may not be refundable.
Your statutory rights
None of the above affects your legal rights. If you’re a UK consumer, the Consumer Rights Act 2015 entitles you to goods that are of satisfactory quality, fit for purpose, and as described; a faulty item may entitle you to a repair, replacement, or refund. Personalised and made-to-order goods are excluded from the distance-selling cancellation right under the Consumer Contracts Regulations 2013, but that exclusion never applies to faulty goods.
Contact
To start a return or ask a question, email [email protected] with your order number. Waymark is operated by Waymark Prints.