Refund policy

Refund and Returns Policy

Last updated: 8 October 2026

At Pencil Ink Visions, I want you to be happy with your order. If something isn't right, please get in touch and I'll do my best to help.

Returns and cancellations

If you change your mind about an online purchase, you generally have the right to cancel your order within 14 days of receiving your item, without giving a reason. You then have a further 14 days to send the item back.

To cancel an order, please email pencilinkvisions@gmail.com within the applicable cancellation period. You can also use the contact form on my website.

Once you've notified me of your cancellation, please return the item within the required timeframe. Items should be handled only as much as necessary to inspect their nature, characteristics and condition, and should be packaged securely for their return.

Unless the item is faulty, damaged or not as described, you will generally be responsible for the cost of return postage, provided this was made clear before your purchase.

Please contact me before sending a return so I can provide the appropriate return instructions.

Damaged, faulty or incorrect items

Please check your order when it arrives. If your item is damaged, faulty or different from what you ordered, contact me at pencilinkvisions@gmail.com as soon as possible and include your order number and photographs where helpful.

I'll review the issue and work with you to find an appropriate solution in line with your consumer rights. Depending on the circumstances and applicable law, you may be entitled to a refund, replacement or another remedy.

You won't be expected to cover return costs for a faulty, damaged or incorrectly supplied item where the law requires me to cover them.

Items that cannot be cancelled or returned for change of mind

The statutory cancellation right does not apply to certain types of purchases, including goods made to your specifications or clearly personalised for you, where the legal exception applies.

This does not remove your rights if an item is faulty, damaged or not as described.

Sale items are not automatically excluded from statutory cancellation rights, and gift cards and other products remain subject to any rights that apply to them under the law.

If you're unsure whether your purchase qualifies for cancellation, please contact me before returning it.

Exchanges

I don't guarantee direct exchanges. If you'd like a different product, please contact me to discuss the options available.

Where appropriate, you may return an eligible item and place a separate order for the item you want. Any return will be handled in accordance with this policy and your statutory rights.

Refunds

Once your returned item has been received, I'll process your refund in accordance with the applicable legal requirements.

For eligible cancellations, refunds will generally include the cost of the item and the standard delivery charge you originally paid. If you selected a more expensive delivery option, I'm generally only required to refund the standard delivery cost.

Refunds will be made using the original payment method unless we agree otherwise and the law permits it. Your payment provider may take additional time to make the funds available.

For statutory cancellations, refunds must be issued within the applicable legal timeframe. In general, I may wait until the goods have been returned or you have provided evidence that they have been sent back, whichever happens first.

If you have questions about a refund, please email pencilinkvisions@gmail.com.

International orders

I ship internationally to the destinations available at checkout. Customers outside the UK may have additional rights depending on the laws that apply in their country.

Customs duties, import taxes and other charges may apply to international orders. These charges are separate from my returns process unless applicable law requires otherwise.

Nothing in this policy affects any mandatory consumer rights that apply to your purchase.