Returns and refunds
Last updated 30 October 2026
Made-to-order items
Because every frame is printed from your own photos, it is personalised. Under the Consumer Contracts Regulations 2013, the 14-day right to cancel does not apply to goods made to your specification. Once your order has gone to print we can't cancel it or accept a change-of-mind return.
Changed your mind before printing?
Email hello@tesserawall.com straight away with your order number. If the order hasn't gone to print we'll cancel it and refund you in full.
Faulty, damaged or wrong items
If your frames arrive damaged, misprinted or not as ordered, email hello@tesserawall.com within 30 days of delivery with your order number and a photo of the problem. We'll reprint or refund, at your choice. You don't need to post the faulty item back unless we ask.
Refunds
Refunds go back to your original payment method, normally within 5 to 10 working days.