Return Policy

Last updated: 25 November 2025

This policy explains how we handle returns, cancellations and refunds at Hatch Print
(London Horizons Limited (03422748) trading as “Hatch Print”).

Your statutory rights

Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law.

Contact details for returns and queries:

Email: hello@hatchprint.co.uk

Address: Hatch Print, 138 London Rd, Westcliff-on-Sea, Southend-on-Sea SS1 1PQ,
United Kingdom

Telephone: 01702 311631

1. Personalised Products

Most of our products are personalised or made to your specific order, making them exempt from the
statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013.

Therefore, we are unable to accept returns or cancellations for personalised items if you simply
change your mind once production has begun, or after delivery, unless the item is faulty, damaged,
or not as described (see Section 3).

Please ensure that:

• All names, spellings, dates and details you submit are correct
• Any images or artwork you provide are of high enough quality for printing
• You carefully check any proofs or previews we send before approving them

We cannot be held responsible for errors in Personalised Products that arise from incorrect
information or low-quality images supplied by you.

2. Non-personalised Products

If you purchase non-personalised items (for example, blank stock or accessories), you may have the
right to cancel your order within a specific period (usually 14 days from the day after you receive
the goods), provided that:

• The item is in its original, unused condition.
• All packaging and labels are intact.
• You notify us within the relevant cancellation period.

14-Day Cancellation Right (Cooling-off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your non-personalised
order within 14 days, starting from the day after you receive the goods. If you exercise this
right, you must return the goods within a further 14 days. We will issue your refund (including
standard outbound shipping costs) within 14 days of receiving the returned goods or proof of
postage.

Please contact us at hello@hatchprint.co.uk with your
order number if you wish to cancel or return a non-personalised item.

Unless the item is faulty or we sent the wrong item, you will normally be responsible for the cost
of returning the item to us.

3. Faulty, damaged or incorrect items

We take great care in producing and packing your order. If you receive an item that is:

• Faulty or damaged; or
• Not as described or does not match the approved proof,

Please contact us promptly (ideally within 48 hours of receipt for transit damage, or 7 days of
receipt for other visible faults), including:

• Your order number;
• A description of the issue;
• Photographs of the item and any damage (where possible).

We will assess the issue and, where appropriate, offer:

• A replacement, or
• A repair, or
• A partial or full refund,

in line with your legal rights.

We may ask you to return the item or dispose of it as instructed.

4. How to request a return or refund

To request a return or refund, please contact:

Email: hello@hatchprint.co.uk

Postal: Hatch Print, 138 London Rd, Westcliff-on-Sea, Southend-on-Sea SS1 1PQ,
United Kingdom

Telephone: 01702 311631

Please include:

• Your full name;
• Order number;
• Details of the item(s);
• A clear description of the issue.

We’ll guide you through the next steps. Please do not send items back without contacting us first,
as this may delay processing.

5. Refunds

If a refund is agreed:

• We will process it using the original payment method where possible.
• Refunds may take several working days to appear in your account, depending on your bank or card
  provider.
• For non-personalised items cancelled within the 14-day cooling-off period, the refund will
  include the cost of the item and the standard outbound delivery cost (premium delivery costs are
  not included).

In some cases, we may offer store credit or a replacement instead of a refund, depending on the
circumstances and your preference.

6. Shipping costs

If the item is faulty, damaged or incorrect due to our error, we will usually refund reasonable
return postage costs or provide a prepaid label where possible.

If you are returning a non-personalised item due to a change of mind within the cancellation
period, you will generally be responsible for return shipping costs.