Returns and Refunds Policy

At bethefrontpage, we want you to be absolutely delighted with your personalised newspaper gift — the gift to make them feel special. We take pride in creating something truly meaningful, and we stand behind the quality of every product we create.

Your full legal rights and our binding commitments are set out in our Terms and Conditions. This policy explains how those rights work in practice and how to reach us if something goes wrong. We’ve written it in clear, straightforward language because we believe you deserve to understand exactly what to expect.

Situation	Timeframe	What We Do
Faulty or damaged product	Contact us within 48 hours of delivery	Full refund or free replacement — your choice
Product not as described	Contact us within 14 days of delivery	Full refund or corrected replacement
Our production error	Contact us within 14 days of delivery	Free replacement or full refund
Not completely happy	Contact us within 7 days of delivery	We’ll work with you to make it right
Need to cancel	Contact us within 2 hours of ordering	Possible full refund if production hasn’t started

Nothing in this policy affects your statutory rights as a consumer under UK law.

Under the Consumer Rights Act 2015, you have the right to:

• Products that are as described
• Products of satisfactory quality
• Products fit for their intended purpose
• Repair or replacement if products are faulty
• A refund if repair or replacement isn’t possible

These rights are protected by law and cannot be removed or limited by any terms or policy.

We manage your entire customer experience in-house, from design through to framing, packaging, and delivery. To ensure the finest print quality, we work with carefully selected local print partners. We have personally vetted these partners, agreed all materials including paper quality, ink, and technical specifications, and conducted multiple test prints to confirm the finished product meets our standards. We provide them with a print-ready PDF file only. We do not share your personal contact details, payment information, or any other personal data with them.

Once printed, we personally collect your newspaper and handle all framing, quality inspection, packaging, and dispatch ourselves.

Every order is:

• Printed to our agreed specifications using high-quality materials and professional equipment
• Personally inspected for quality at multiple stages of production
• Carefully framed and packaged securely in-house to protect it during delivery
• Created specifically to your unique design and specifications

We remain fully responsible and accountable for every aspect of your gift, regardless of where in the production process an issue occurs. If anything does not meet our quality standards or your expectations, we want to know about it so we can make it right.

Your personalised newspaper is made specifically for you, using your unique photos, stories, and design choices. This means:

• Each product is bespoke: Created to order based on your specifications, not mass-produced.
• Production begins promptly: To ensure fast delivery, our production process starts as soon as your order is submitted.
• Cannot be resold: Because your newspaper contains your personal content, it cannot be offered to another customer.

Standard Distance Selling Rights

Under UK consumer protection law (Consumer Contracts Regulations 2013), you have the right to cancel online purchases within 14 days of receiving them.

However, personalised products have special provisions. Because your newspaper is specifically customised with your personal content, photos, and stories, it qualifies as a “made to order” or “personalised” product. This means the standard 14-day cancellation right for change of mind does not automatically apply.

Our Satisfaction Guarantee Goes Beyond Legal Requirements

While the law provides an exception for personalised items, we want you to feel genuinely confident in your purchase. That’s why we offer a 7-Day Satisfaction Guarantee.

If you’re not completely happy with your newspaper for any reason, contact us within 7 days of delivery and we’ll work with you to make it right. This might include:

• Understanding what went wrong
• Offering a replacement if there’s a quality issue
• Providing a refund if the issue is due to our error or our print partners’ error
• Finding a solution that makes you happy

This guarantee goes beyond what the law requires for personalised products and demonstrates our commitment to your satisfaction.

1. The Product is Faulty or Defective

If your newspaper arrives with manufacturing defects or quality issues, you’re entitled to a full refund or replacement.

Examples of faults include:

• Print quality defects (blurring, streaking, incorrect colours not caused by low-quality source images)
• Frame damage or defects (broken glass, damaged wood, faulty backing)
• Missing components (newspaper not framed when framing was ordered)
• Incorrect product (wrong size, wrong frame type)
• Manufacturing errors (misprints, production mistakes)
• Packaging damage that affected the product

2. The Product Doesn’t Match Our Description

If what you receive is materially different from what we described or showed on our website, you’re entitled to a refund or replacement.

Examples include: wrong product size delivered; different frame style than ordered; significantly different from preview due to our error (not yours); or missing features or elements we promised.

3. Our Error in Production

If an error occurs during production, whether in our facility or at our print partners’ facility, we’ll put it right immediately. We remain fully responsible to you regardless of where in the production process the issue occurred.

Examples include: wrong content printed (not what you designed); technical errors in processing your design; incorrect specifications applied; or printing errors not caused by your source files.

We want to be transparent about situations where we may not be able to offer a refund.

Change of Mind After Approval

If you carefully reviewed and approved your design before ordering, then changed your mind about the design choices you made or about the gift after receiving it, we may not be able to accept a return. You had the opportunity to review and approve every detail before production began, the product was made exactly as you specified.

Low-Quality Source Images

If your newspaper doesn’t print well because you uploaded low-resolution photos, your images were pixelated or blurry in the source files, or we warned you about image quality during the design process, we may not be able to offer a refund. Print quality reflects the quality of images you provide.

We provide image quality warnings during upload and are happy to review images before printing. If you’re unsure, contact us before ordering.

Normal Print Variations

Some variation between screens and print is inevitable and industry-standard. Minor colour variations (due to RGB vs CMYK differences), slight paper texture variations, and normal characteristics of professional printing are not considered defects. Our print partners calibrate all equipment to industry standards.

Content Errors You Made

If your newspaper contains spelling or grammatical errors in text you wrote, wrong dates or names you entered, or layout choices you made during design, we may not be able to offer a free replacement. You have full control over your content and the opportunity to review it carefully before ordering.

Items Damaged After Delivery

Once your newspaper has been delivered safely, the product becomes your responsibility. We cannot offer refunds for damage that occurs after delivery, through misuse, or that is reported more than 48 hours after receipt.

If you realise you need to cancel or make changes very soon after ordering, act quickly.

If Production Hasn’t Started Yet

• We’ll cancel your order and refund you in full
• Or make the changes you need at no extra cost

If Production Has Already Begun

Our production process begins quickly to ensure fast delivery. Once production has started, the process may be irreversible as materials are committed to your specific order.

• You’ll be charged for product costs, but we can refund unused delivery costs
• We’ll do our best to help but cannot guarantee cancellation

We’ve made it as simple as possible to request a return or refund.

1. Contact Us

As soon as possible, and within the relevant timeframe:

• Faulty or damaged items: within 48 hours of delivery
• Items not as described: within 14 days of delivery
• Satisfaction guarantee: within 7 days of delivery

2. Provide Information

Include in your message: your order number; your name and contact details; a clear description of the issue; photos of the problem (especially for damage or quality issues); and what you’d prefer – replacement or refund.

3. We’ll Respond Quickly

Within 1 business day, we’ll acknowledge your request, ask for any additional information if needed, explain what we’ll do to resolve the issue, and provide clear next steps.

4. Return Process (If Applicable)

For faulty items, we often don’t require the item to be returned — we trust you and want to resolve issues quickly. Where a return is needed, we’ll provide all instructions and cover return costs for faulty items or our errors.

5. Resolution

Replacement: New product created and dispatched within 3–5 business days (additional time may apply for complex add-ons).

Refund: Processed within 14 days of receiving your return, or immediately upon approval for items we don’t need returned.

How Refunds Work

Refunds are always issued to your original payment method. We cannot refund to a different card or account.

What’s Refunded

• Product price (always)
• Original delivery cost (if you’re returning a faulty product or cancelling the entire order)
• Return shipping costs (if the product was faulty or we made an error)

What’s Not Refunded

• Original delivery costs if you’re returning part of an order, or it’s a change of mind return under our satisfaction guarantee
• Return shipping costs unless the product was faulty or we made an error

Refund Timing

If you choose a replacement instead of a refund:

• Production timeline: We submit your replacement order immediately. Standard production time is 3–5 business days, with 3–5 business days for standard UK delivery thereafter.
• Quality assurance: We review what went wrong with the original order and add notes to ensure the issue doesn’t recur. Our production team gives extra attention to replacement orders.
• Priority processing: Replacement orders are prioritised. You’ll receive tracking information as soon as your order is dispatched.
• No additional cost: Replacements are completely free. We cover all production and delivery costs with no hidden fees or charges.

We include clear inspection instructions with every order: in your post-order emails and in the thank you card included with your delivery. We also package your newspaper so that it can be opened, inspected, and resealed beautifully before the occasion. We ask that you inspect your order on arrival and report any damage within 48 hours of delivery.

This window exists because we provide you with both the instruction and the practical means to check your gift before it is presented. Reporting damage promptly also helps us identify shipping issues quickly and ensures we can arrange a replacement in good time for your occasion.

At the Time of Delivery

• Inspect the package before accepting
• If damage is visible, refuse delivery or note it on the delivery receipt
• Take photos of the damaged packaging before opening

After Accepting Delivery

• If you discover damage when inspecting, photograph the issue immediately
• Keep all packaging materials
• Contact us within 48 hours of delivery at care@bethefrontpage.com

If you’ve ordered multiple items and only want to return some, you can return individual items, just specify which in your return request.

You’ll be refunded for the returned items. The original delivery charge will not usually be refunded unless the returned items are faulty. Items you keep are not affected.

If your newspaper was purchased as a gift, return and refund requests must come from the original purchaser, as they hold the order details and payment relationship with us. The purchaser can of course act on behalf of the recipient if the gift has already been given.

We understand that gift situations can be sensitive. If the recipient has received a damaged or incorrect newspaper and the purchaser is not easily reachable, please contact us directly at care@bethefrontpage.com and explain the situation. We will handle every case with care and discretion.

Any refunds will be processed to the original purchaser’s payment method.

Instead of a refund, you may prefer store credit.

We provide a unique credit code that you apply at checkout. Just let us know when requesting your refund if you’d prefer store credit.

Please visit our comprehensive FAQs page if you have other questions.

For returns or refunds, or if you have any questions about this policy:

If You’re Not Satisfied

If we can’t resolve your return or refund issue to your satisfaction, you can use Alternative Dispute Resolution (ADR) services:

• The Retail Ombudsman: theretailombudsman.org.uk
• Citizens Advice: citizensadvice.org.uk or 0808 223 1133

You always retain the right to take legal action through the courts if you believe your consumer rights have been breached.