Returns & Refunds

Every poster is printed for your order alone. Nothing here comes off a shelf. That affects how we handle faults, but it does not take away your right to change your mind. This page covers the two separately.

Changing your mind: the short version

  • Europe, EEA and UK: 14 days from delivery, by law, no reason needed (details below).
  • United States: 30 days from delivery for any print from the collection. Unused, undamaged, rolled in its tube. Email contact@sableandochre.com with your order number and we send return instructions. You pay the return postage, and we refund the price of the print. If you would rather not post it back, tell us: for a low-value poster we may simply refund you and let you keep it.
  • Anywhere: if it arrives damaged, has a printing fault or is the wrong item, we reprint it at our cost or refund you, within 30 days of delivery (below). Postage back is not needed for a fault.
  • Not returnable once approved: a commissioned portrait of your own pet. You see and approve the preview before anything is printed, so the print itself is final. Digital downloads delivered at once are also final unless the file is faulty.

Changing your mind in Europe, the EEA and the UK: 14 days

If you bought as a consumer in the EU, EEA or the UK, you can withdraw from your order within 14 days of receiving it, without giving a reason. That is your right by law, and it applies to every print in the collection. Customers in the United States are covered by the 30-day policy above.

Go to Withdraw from contract here. It takes a minute, and you get a timestamped receipt immediately. You can also email us; a clear statement is enough. The form is faster and leaves both of us a record.

You send the poster back at your own cost, and we refund everything you paid including standard delivery, within 14 days of it reaching us or of your proof of postage, whichever comes first.

Two things this does not cover, because the law allows a seller to exclude them and we do:

  • A commissioned portrait of your own pet. Created from your photograph, for you, and of no use to anyone else. Once we start work the 14-day right no longer applies - and you are told that, and asked to agree to it, before you order.
  • A digital download you asked to receive immediately. At checkout you tick a box agreeing to immediate delivery and acknowledging that it ends the 14-day right for that file. If you did not tick it, or the file has not been released yet, your 14 days are intact.

Choosing a breed, a colourway and a size from the collection is not a commission. Those prints keep the full 14-day right even though we make them after you order.

Cheaper for everyone: cancel before it prints

If you change your mind before your order reaches the press, say so straight away and we cancel and refund it in full. Nothing to post, nothing to pay. Most orders sit for a few hours before production, so it is always worth asking first.

If something is wrong, we fix it

This is separate from changing your mind, it lasts far longer, and it covers commissions and downloads too. If your poster arrives damaged, arrives with a printing fault, or is simply the wrong item, we print you a new one at our cost or refund you, whichever you prefer. There is no restocking fee. Tell us within 30 days of delivery.

This covers:

  • Damage in transit: creases, tears, water damage, a crushed tube
  • A printing fault: banding, colour that is visibly wrong, a misaligned or cropped image
  • The wrong item: wrong size, wrong colourway, or a different portrait than you ordered

Why we ask you to cut through a faulty print

Sending a damaged poster back across a border costs more than printing a new one, and the returned print can never be used again. So we skip that step entirely and ask you to do it where you are.

Before we send a replacement, we need to see that the faulty poster has been made unusable. Cut through it, corner to corner, and photograph it. That is all. You do not post anything back, and you do not pay for return shipping.

This applies to faults only. If you are withdrawing under your 14-day right, the poster is perfectly good and we ask you to return it rather than destroy it.

How to claim a replacement

  1. Email us within 30 days. Write to contact@sableandochre.com with your order number and tell us what is wrong.
  2. Send a photo of the fault. The whole poster in frame, plus a close-up of the damage or the printing problem.
  3. Send a photo of the poster cut through. One clear cut across the print is enough. This is what confirms it is out of circulation and lets us authorise the reprint.
  4. We print and ship a replacement. Same size, same colourway, at our cost. It goes into production as soon as we have both photos, and you get a fresh tracking link when it ships.

We aim to reply within two working days.

What is not covered

  • Damage after delivery. Framing accidents, sun fading over years, a curious cat.
  • Colour that differs slightly from your screen. Every monitor renders colour differently and no print will match a backlit screen exactly. A visible printing fault is covered; the ordinary difference between screen and paper is not.
  • Ordering the wrong size or colourway. Not a fault, so we don't reprint it at our cost, but you can use the 14-day right above to send it back.

Digital downloads

If you agreed at checkout to immediate delivery, a downloaded file cannot be returned for a change of mind; that is what the tickbox acknowledges. What that does not touch is a file that is genuinely faulty: corrupted, the wrong image, or at a resolution that will not print. Tell us within 14 days and we will either send you a working file or refund you in full.

Your statutory rights

Nothing on this page limits your rights as a consumer. Your 14-day right of withdrawal is set out above and in our refund policy. Your rights where an item is faulty, damaged or not as described run for three years under Swedish law and are additional to everything here.

If you are unhappy with how we have handled a complaint, you can take it to Allmänna reklamationsnämnden (ARN), Box 174, 101 23 Stockholm, www.arn.se. We follow ARN's recommendations. Free independent advice is available from Hallå konsument at hallakonsument.se.