Refund policy

Return and Refund Policy

Off The Gridd — United Kingdom

Last updated: 2 November 2026

We want you to be happy with your framed artwork. If something isn't right, we're here to help.

Standard Framed Prints — 14-Day Returns

For standard, non-personalised framed prints purchased online, you have the right to cancel your order within 14 days after receiving your items, without giving a reason.

To cancel, email us at jake@veyraprivate.com or use our website contact form.

Once you've notified us, you have another 14 days to return your items.

Please package framed prints securely to prevent damage during transit. You may inspect the artwork as you would in a shop. We may make a deduction if the value has been reduced by handling beyond what is reasonably necessary to inspect it.

Personalised and Custom Prints

Artwork made to your individual specifications, including framed prints created from photographs you upload, is generally excluded from the 14-day change-of-mind cancellation right.

This does not affect your legal rights if your personalised print arrives faulty, damaged, incorrect or not as described.

Return Shipping

For change-of-mind returns, customers are responsible for return postage.

Please contact us for the return address before sending your order back.

If an item is faulty, damaged or incorrect, we will cover reasonable return postage where required by law.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, defective or incorrect, please contact us at jake@veyraprivate.com with your order number and photographs of the issue where possible.

We will arrange an appropriate refund, replacement or other remedy in accordance with your statutory consumer rights.

Refunds

For eligible change-of-mind cancellations, we refund the price of the returned products and, where the entire order is cancelled, the original standard delivery charge.

If you selected express delivery, we refund only the equivalent standard delivery cost rather than the additional express upgrade.

Refunds are processed without undue delay and within 14 days of receiving the returned items or receiving evidence that they have been sent back, whichever is earlier.

Refunds are issued to your original payment method unless otherwise agreed.

Exchanges

If you would like to exchange a print for another design, please contact us to discuss the options. Your statutory cancellation and consumer rights remain unaffected.