Returns

Every print is made to order for you, but it is chosen from our standard catalogue rather than made to your own design, so you have the same right to cancel as with any other online purchase. Here is how it works.

Changed your mind

You have 14 days, starting the day after your print arrives, to cancel for any reason. If your order comes in more than one parcel, the 14 days start the day after the last one arrives.

To cancel, email anne-marie@holdthehorizon.com with your order number and a clear statement that you want to cancel. You can use the form below, but you do not have to; a plain email is enough. We will reply to confirm we have received it.

Then send the print back to us within 14 days of telling us. Return postage is at your own cost. Please pack the print as it was packed to you and use a tracked service, because the print is your responsibility until it reaches us.

You are welcome to look at the print as you would in a gallery. If it comes back marked, creased or otherwise reduced in value by handling beyond that, we may reduce the refund to reflect it.

We refund the price of the print and the standard delivery charge you paid, to the card or payment method you used, within 14 days of receiving the print back or of you sending us proof of posting, whichever is sooner.

Cancellation form

If you would like to use a form, copy the wording below into an email, fill it in and send it to anne-marie@holdthehorizon.com.

To East Coast Creative, trading as Hold The Horizon, 152 The Avenue, Lowestoft, Suffolk, NR33 7LW, anne-marie@holdthehorizon.com:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(Delete as appropriate.)

Damaged or faulty

If your print arrives damaged, marked, or not as described, we will put it right at no cost to you. These are your rights under the Consumer Rights Act 2015, and they are in addition to the right to cancel above.

Email anne-marie@holdthehorizon.com as soon as you can, with your order number, photographs of the print and of the packaging it came in, and whether you would like a replacement or a refund. Please keep the print and the packaging until we have replied.

Within 30 days of delivery you can reject the print and have a full refund, including the delivery charge. Or you can ask for a replacement, which we will print and post to you at our cost. If a fault shows itself after 30 days, you are still entitled to a replacement, and to a refund if a replacement is not possible or does not solve the problem.

Where a damaged or faulty print needs to come back to us, we arrange collection or cover the return postage; you will never pay to return a faulty print. Refunds are paid within 14 days of our agreeing that you are due one.

Cancelling before it is printed

If you change your mind straight after ordering, email anne-marie@holdthehorizon.com at once, quoting your order number. Your order is passed to our printer as soon as you have paid, so the sooner the better.

If printing has not started, we will cancel the order and refund you in full, including delivery. If it has, the print will be made and posted to you, and your 14-day right to cancel applies: return it once it arrives, as described above, and we will refund it in the same way.

How to contact us

Email anne-marie@holdthehorizon.com with your order number and we will sort it out.