Return/Refund Policy

Every card, print and illustration is created and packed with care, and we want you to love your order when it arrives!

If something isn’t quite right, please read our returns policy below or get in touch. We’re a small independent business, and we’ll always do our best to help.

1. Returns on Non-Personalised Items

If you change your mind about a non-personalised item, such as a greeting card or art print, purchased online, you can request a return within 14 days of receiving your order.

To be eligible for a return:

  • Items must be unused and in their original condition.

  • Items should be returned in their original packaging, where possible.

  • You must contact us before sending anything back.

Once you’ve notified us that you wish to cancel, you’ll normally have a further 14 days to return the item.

Unless the item is faulty or incorrect, return postage is the customer’s responsibility. We recommend using a tracked service, as we cannot guarantee refunds for items lost in the post.

Once your return has been received and checked, we’ll arrange your refund in accordance with your legal rights. Refunds will normally be made to your original payment method.

2. Personalised & Custom-Made Items

Personalised items are made especially for you and may include custom names, dates, messages, bespoke illustrations or artwork created to your specifications.

As these items are unique to your order, we cannot accept returns or offer refunds simply because you change your mind, provided the item has been made correctly and is not faulty or misdescribed.

Please check all personalisation details carefully before placing your order, including spelling, dates, wording and any reference images supplied.

If you notice an error in your personalisation details after ordering, please contact us as soon as possible. We’ll do our best to help, although changes may not be possible once your order has entered production.

This policy does not affect your statutory rights if a personalised item arrives damaged, is faulty or differs from what you ordered.

3. Damaged, Faulty or Incorrect Orders

We take great care when creating, packing and dispatching your order. However, if your item arrives damaged, faulty or incorrect, please contact us as soon as possible.

Please pop us an email over to pebbleandsage@outlook.com with:

  • Your order number.

  • A brief description of the problem.

  • Clear photographs of the item and its packaging, if applicable.

We’ll review the issue and work with you to find a suitable solution. Depending on the circumstances and your legal rights, this may include a replacement, repair where appropriate, or a refund.

We will cover reasonable return costs where a return is necessary because an item is faulty, damaged or incorrect.

Personalised items are covered by the same legal protections against faulty or misdescribed goods as non-personalised items.

4. Colour & Print Variations

Please be aware that colours may vary on screen compared with the finished printed product, depending on your device, screen settings and the printing process.

As our products feature illustrated artwork, minor variations in colour and print appearance may occur. These small differences are not necessarily defects, but if you believe your item has a significant quality issue, please get in touch so we can look into it.

5. Refunds & Processing Times

Once a refund has been approved, it will be processed in accordance with applicable consumer law.

Refunds are made to the original payment method wherever possible. The time it takes for the money to appear in your account may depend on your bank or payment provider.

For eligible online order cancellations, refunds will generally include the standard outbound delivery cost you originally paid. Any additional cost for a premium delivery option may not be refundable.

6. How to Request a Return

To request a return, cancellation or refund, please contact us at:

Email: pebbleandsage@outlook.com

Please include your order number in the subject of your email.

We’ll reply as soon as possible with the next steps. Please wait for return instructions before posting an item back to us.

7. Your Consumer Rights

Nothing in this policy affects or limits your statutory rights under UK consumer law. This includes your rights in relation to faulty, damaged or misdescribed goods and your applicable cancellation rights for online purchases.

Thank you for supporting our small illustration business. Every order means a great deal to us, and we truly appreciate you choosing our artwork.