Refund and Returns Policy

Artifeye Studios – Returns & Refunds Policy

Last updated: 27th February 2026

1. Overview

Because every Artifeye Studios piece is uniquely created from your own iris image, our products are highly personalised and made to your individual specification. For this reason, we do not accept returns or offer refunds for change of mind or where the product is as described and free from defects.

This policy explains how we handle issues if something goes wrong, and how your legal rights are protected.

2. Personalised products and change of mind

2.1 All of our digital artworks and print products (canvas, framed prints, etc.) are custom-made using your uploaded iris photographs and chosen options (effects, layouts, text).

2.2 Under UK consumer law, personalised or custom-made goods are generally exempt from the usual 14‑day “change of mind” cancellation rights for online purchases.

2.3 Therefore, we cannot accept returns or provide refunds where:

  • You change your mind after ordering.
  • You decide you no longer like the colours, style, or composition after receiving a product that matches your approved artwork/description.
  • The result reflects the quality of the image(s) you provided, despite our “How to photograph your eye” guidance.

We encourage you to read our guidance carefully and contact us before ordering if you are unsure about anything.

3. Damaged, defective or misdescribed items

We stand behind the quality of our products and print partners. If your item arrives damaged, defective, or significantly different from what was described, we will put it right.

3.1 Reporting a problem

If your digital or print product appears damaged, defective, or not as described, please contact us as soon as possible, and no later than:

  • For print products: within 7 days of delivery.
  • For digital products: within 7 days of the artwork being sent to you.

When you contact us, please include:

  • Your order number.
  • A clear description of the issue.
  • For print products: clear photos of the damage/defect, including packaging if damaged in transit.
  • For digital products: screenshots or explanation of any apparent defects.

3.2 Our primary remedy: replacement

Where we confirm that the product is damaged, defective, or not as described, our default approach is to offer a free replacement:

  • For prints: we will create a fresh print of your artwork and arrange a new delivery at no extra cost.
  • For digital files: we will correct the issue and re‑issue the digital artwork.

We aim to provide any replacement within a reasonable time and without significant inconvenience to you, in line with the Consumer Rights Act 2015.

3.3 When a refund may be appropriate

While our preference is to replace, you may have a legal right to a refund in certain situations, for example:

  • If a fault is reported within 30 days of delivery and the goods are not of satisfactory quality, not as described, or unfit for purpose, you may be entitled to a full refund (“short-term right to reject”).
  • If a replacement is not possible, or a replacement still fails to meet the required standard, you may be entitled to a price reduction or refund.

We will always honour your statutory rights and discuss the most appropriate remedy with you in line with the Consumer Rights Act 2015.citizensadvicelancashirewest.

3.4 What is not considered a defect

A product will not generally be considered faulty or misdescribed simply because:

  • Colours and brightness on the print look different from how they appeared on your own screen (screens vary widely in calibration and brightness).
  • The final artwork reflects the natural characteristics of your iris or the quality of the uploaded photo (focus, reflections, contact lenses, etc.), where our guidance was followed.
  • Minor variations in cropping, composition or colour grading occur within the artistic style shown on our website.

However, if you are unhappy, please contact us and we will always try to find a fair solution.

4. Digital products

4.1 Due to the nature of digital products (instant delivery and copyability), we cannot accept returns or provide change-of-mind refunds once the digital file has been delivered and downloaded, unless the file is defective or not as described.[myirisphoto]

4.2 If there is a technical issue (e.g. corrupted file, wrong size, missing elements), we will:

  • Re‑send the file, or
  • Provide a corrected version,

and only move to a refund if we cannot remedy the issue.

5. Process for handling issues

If you need to raise a concern about your order:

  1. Email us at contact@artifeyestudio.com with the subject “Order Issue – [order number]”.
  2. Include your order number, photos (for prints), and a clear description of the problem.
  3. We will acknowledge your message within 2 business days.
  4. We may request additional information or images to assess the issue.
  5. Once assessed, we will confirm whether you are entitled to a replacement, repair (digital adjustment), price reduction or refund, and explain the next steps.

6. Return of physical items (if requested)

In some cases, we may ask you to return a damaged or defective print:

  • We will confirm whether a return is required and provide instructions.
  • Where a return is required, we will cover reasonable return postage costs or provide a prepaid label, depending on your location.
  • Please do not return any items without contacting us first, as unapproved returns may not be processed correctly.

7. Parcels lost or damaged in transit

7.1 If your parcel is lost in transit or arrives with visible damage to the packaging:

  • Please notify us as soon as possible and within 7 days of the expected delivery date.
  • Provide photos of the packaging and any damage to the product.

7.2 We will liaise with our print and courier partners and, where loss or damage is confirmed, arrange a replacement at no extra cost. If a replacement is not possible, we will discuss a refund or credit option with you.[money.co]

8. Exceptions – when we may refuse a refund or replacement

We may not be able to offer a free replacement, repair, or refund where:

  • Damage is caused by misuse, neglect, or improper handling after delivery (e.g. impact damage, exposure to moisture or direct sunlight that fades prints).
  • You provided incorrect or incomplete delivery information and the parcel could not be delivered, or was delivered to the wrong address.
  • You report the issue outside a reasonable timeframe and we cannot reliably investigate the cause.

However, even in these cases, please contact us and we will review each situation fairly.

9. Your statutory rights

Nothing in this Returns & Refunds Policy is intended to limit or exclude your legal rights as a consumer under the Consumer Rights Act 2015 or other applicable legislation.

You have rights if goods are faulty, not as described, or unfit for purpose, including potential rights to repair, replacement, or refund depending on timing and circumstances. If there is any conflict between this policy and your statutory rights, your statutory rights will always take precedence.

10. Contact details

If you have any questions about this policy or need help with an order, please contact:

Artifeye Studios – Returns & Refunds

Email: contact@artifeyestudio.com

Website: www.artifeyestudios.com