Refund policy

Cancelling before dispatch

If your order has not yet been dispatched, you can cancel it in full and free of charge. Email hello@boldhaus.co.uk with the subject line CANCEL and your order number, and we will refund you in full, including any delivery charge you paid.

Orders placed before 2:00 PM on a working day are dispatched the same day, so please contact us as soon as possible.

Cancelling after dispatch - your 14-day right

Once an order has been dispatched we cannot stop it in transit, but you can still cancel. If you are a consumer in the United Kingdom you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order for any reason, without giving a justification. Consumers in the European Union have the same 14-day right under the EU Consumer Rights Directive.

To cancel, tell us within 14 days of receiving your order by emailing hello@boldhaus.co.uk. You then have a further 14 days to send the goods back to us.

Return postage is paid by the customer. We estimate the cost of returning a canvas at between £6 and £15 depending on size and carrier. We recommend a tracked service, as you are responsible for the goods until they reach us.

Return address: boldhaus, 62 Railway Street, Nelson, England, BB9 9AH, United Kingdom

To be eligible, items must be in the same condition you received them, unused, with tags and in the original packaging, together with your receipt or proof of purchase. You may inspect and handle the item as you would in a shop; if its value is reduced by handling beyond that, we may deduct an amount from your refund.

Please contact us before sending anything back so we can log the return.

Faulty, damaged or incorrect items

This is separate from cancelling, and you never pay to return a faulty item.

Please inspect your order on arrival and contact us immediately at hello@boldhaus.co.uk if the item is defective, damaged, or not what you ordered. We will arrange and pay for collection or return postage, and repair, replace or refund the item. These rights come from the Consumer Rights Act 2015 and are in addition to the 14-day cancellation right above.

Exceptions

Gift cards cannot be returned or refunded.

Personalised or custom-made items cannot be returned unless faulty, as they are made to your specification.

Exchanges

The fastest way to get the item you want is to return the one you have and place a new order once your return is accepted.

Refunds

Once we have received and inspected your return we will let you know whether the refund has been approved. Approved refunds are issued to your original payment method within 14 days of us receiving the goods back.

Where you cancel an order under your 14-day right, your refund includes the original outbound delivery charge you paid, at our standard delivery rate. Return postage is not refunded. Where an item is faulty, damaged or incorrect, all delivery costs in both directions are refunded.

Please allow additional time for your bank or card issuer to process the payment. If more than 14 days have passed since we approved your refund, contact us at hello@boldhaus.co.uk.

Questions

If you have any questions, please email us at hello@boldhaus.co.uk, and we'll be happy to answer them.