Refund policy

Last updated: 11 November 2026

At the days between, every photograph tells a story, and we want you to love the little moments we've helped you keep.

Each personalised order is made especially for you. We take care when creating your magnets, but if something isn't right, we're here to help.

1. Personalised products

Our personalised photo magnets are made to order using photographs selected and supplied by you.

Because these products are created specifically for you, they are generally exempt from the standard 14-day change-of-mind cancellation right under the Consumer Contracts Regulations 2013.

This means we cannot normally accept returns or offer refunds simply because you've changed your mind, selected the wrong photographs or no longer want your personalised order.

This does not affect your statutory rights if your order is faulty, damaged or not as described.

2. Changing or cancelling an order

Made a mistake or need to change something?

Please contact us as soon as possible through our Contact page.

If production hasn't started, we'll do our best to accommodate changes or cancellations.

However, because our products are personalised, we cannot guarantee that changes or cancellations will be possible.

3. Damaged, faulty or incorrect orders

We want every order to arrive looking just as it should.

If your magnets arrive damaged, faulty, incorrectly produced or not as described, please get in touch so we can put things right.

When contacting us, it would be helpful to include:

• Your order number

• A brief description of the problem

• Photographs showing the issue, where possible

Depending on the circumstances and your statutory rights, we may offer a replacement, repair, refund or another appropriate remedy.

Under the Consumer Rights Act 2015, consumers generally have a 30-day right to reject goods that do not meet the required standards, subject to the applicable legal conditions. Additional rights may apply after this period.

We may ask for photographs to help resolve an issue quickly, but providing photographs is not a condition of exercising your statutory rights.

Where goods are faulty or not as described, we will cover reasonable return costs where a return is necessary.

4. Photograph quality and cropping

Our magnets are printed using the photographs you upload and the cropping selections you make during personalisation.

For the best results, we recommend using clear, high-quality photographs.

Please review your selections carefully before placing your order.

We cannot normally offer refunds for issues caused solely by poor-quality original images, low resolution or cropping choices approved during personalisation, where the finished product accurately reflects the submitted artwork.

However, if an issue results from our printing or production process, or the product does not meet the standards required by law, your statutory rights remain unaffected.

Please contact us if you're unsure whether an issue relates to your original photograph or the finished product.

5. Digital gift cards

Our gift cards are delivered electronically and can be redeemed on our website.

If you purchase a digital gift card and change your mind, please contact us promptly.

Where the statutory 14-day cancellation right applies, you may cancel within 14 days of entering into the contract, unless that right has been validly lost under the applicable rules.

If you have expressly requested immediate digital delivery and given any legally required acknowledgement about losing your cancellation right, that may affect your entitlement to cancel.

Gift cards that have already been redeemed, whether fully or partially, will be handled in accordance with your applicable statutory rights and the circumstances of the transaction.

Gift cards cannot ordinarily be exchanged for cash outside applicable statutory refund rights.

If your gift card has not arrived or you believe there is an error, please contact us and we'll investigate.

6. Missing or delayed deliveries

If your order hasn't arrived within the expected timeframe, please contact us.

We'll investigate with the delivery provider and work towards an appropriate resolution.

If your order is lost in transit, we'll arrange a replacement or refund as required by your consumer rights.

Your statutory rights concerning delivery times and undelivered goods remain unaffected.

7. How refunds are processed

Where a refund is due, it will normally be issued to your original payment method.

We will process refunds without undue delay and within the timescales required by applicable law.

The time taken for funds to appear in your account may depend on your payment provider.

Where a full refund is legally required, any applicable standard delivery charges will also be refunded as required by law.

8. Contact us

If something isn't right with your order, please get in touch.

We're a small independent business, and we genuinely care about making things right.

You can contact us through our Contact page.

Please include your order number where possible so we can help you more quickly.

the days between
www.thedaysbetween.co.uk

The little moments make the story.