Refund policy

boldhaus is a brand of BLUE SUN RETAIL LIMITED, 62 Railway Street, Nelson, England, BB9 9AH, United Kingdom. Company number: 12613569. VAT number: GB448781744. Email: hello@boldhaus.co.uk

Important return summary

Change-of-mind returns within the statutory cancellation period are returned at the customer's direct cost. For a full refund, goods, accessories and reusable packaging should come back clean, complete, undamaged and in a condition capable of resale as new. Where handling goes beyond what is reasonably necessary to inspect the goods, boldhaus may deduct the actual reduction in value.

£30 restocking fee: this fixed fee applies only where boldhaus voluntarily agrees in writing to accept a discretionary return outside the customer's statutory cancellation rights. It does not apply to a valid statutory 14-day cancellation or to goods rejected because they are faulty, damaged, not as described, or otherwise non-conforming.

1. Scope and statutory rights

This policy applies to consumer purchases made through boldhaus.co.uk. Nothing in this policy excludes, restricts or replaces rights that a consumer cannot legally be required to give up under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable consumer law.

2. Cancelling before dispatch

If your order has not yet been dispatched, you may ask us to cancel it by emailing hello@boldhaus.co.uk with your order number. If the order has already entered the dispatch process or has been handed to the carrier, we may be unable to stop it and the return provisions below will apply.

3. Statutory change-of-mind cancellation

For most online consumer purchases, you may cancel without giving a reason within 14 days beginning on the day after you receive the goods. If an order is delivered in separate parts, the applicable period normally runs from receipt of the final item.

To cancel, email hello@boldhaus.co.uk within the cancellation period and clearly state that you wish to cancel. Please include your full name, order number and the item or items being returned.

After notifying us of cancellation, you must send the goods back without undue delay and no later than 14 days after telling us that you are cancelling.

4. Customer pays change-of-mind return costs

Where the return is because you changed your mind, ordered the wrong design or size, decided the artwork does not suit your room, no longer want the item, or for another reason not caused by a fault with the goods, you are responsible for the direct cost of returning the goods to boldhaus.

boldhaus does not provide free return postage for change-of-mind returns.

Return charges vary because many boldhaus products are large and fragile. You should select a suitable carrier and service for the parcel. We strongly recommend a tracked service with adequate carriage cover and that you retain proof of postage until the return has been completed.

If boldhaus agrees to provide a return label as a convenience, we may agree with you that the direct cost of that label will be deducted from the refund.

5. Condition required for a full refund

You may inspect the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly comparable to the inspection that would reasonably be permitted in a shop.

For a full refund, the returned product, accessories and reusable packaging should be in the same clean, complete, undamaged and saleable condition in which they were supplied, so that the item can reasonably be offered for resale as new.

• The artwork must not have been hung, mounted, installed or used as room decor.
• The canvas and frame must be free from scratches, dents, tears, marks, stains, dirt or other damage.
• LED components, cables, plugs, remotes, battery packs and other electrical parts must be complete and undamaged.
• Cables and wiring must not have been cut, pulled, shortened, altered or modified.
• All supplied parts, accessories, manuals and fittings must be returned.
• The product must not have been modified, repaired, painted, altered or personalised after delivery.
• Protective components and reusable packaging should not be unnecessarily removed, discarded, torn, crushed or damaged.

6. Original and reusable packaging

boldhaus wall art is fragile and is supplied with packaging intended to protect the canvas, frame, lighting components and electrical parts. Customers should keep the original box and reusable protective materials until they are satisfied that they will keep the item.

Opening packaging where reasonably necessary to inspect the item does not by itself prevent a return. However, unnecessarily ripping, cutting, crushing, writing on, discarding or otherwise damaging reusable packaging may reduce the value of the returned goods.

Where handling of the goods or packaging goes beyond what was reasonably necessary to inspect the item and causes a reduction in value, boldhaus may deduct the resulting actual diminished value from the refund, up to the price of the goods where legally justified.

7. Safe packaging of returns

The customer is responsible for taking reasonable care of the goods while they are in their possession and for packaging a change-of-mind return safely and appropriately for transport.

• Use the original protective materials wherever reasonably possible.
• Protect the product on all sides against impact, crushing and movement inside the parcel.
• Protect the canvas, frame, electrical components and accessories separately where needed.
• Do not attach courier labels, tape or writing directly to the artwork, frame, canvas or electrical components.
• Take photographs of the product and packaging before handing the parcel to the carrier.

If inadequate packaging or avoidable handling causes a reduction in the value of the goods, boldhaus may make a lawful deduction reflecting that actual loss in value.

8. £30 restocking fee: discretionary returns only

£30 restocking and inspection fee

If the statutory cancellation period has expired and you have no other statutory right to return the goods, boldhaus may, entirely at its discretion, agree in writing to accept a goodwill or discretionary return.

Where boldhaus agrees to such a discretionary return, a fixed £30 restocking and inspection fee per returned order will be deducted from the amount otherwise refunded.

This £30 fee does not apply to:

• a valid cancellation exercised within the statutory distance-selling cancellation period;
• goods rejected under applicable statutory rights because they are faulty, damaged, not as described or otherwise non-conforming;
• a return where boldhaus has expressly agreed in writing to waive the fee.

Acceptance of an out-of-time discretionary return is not guaranteed. Any permission must be confirmed by boldhaus in writing before the goods are sent back.

9. Used, incomplete or damaged change-of-mind returns

We inspect returned goods. If the product shows use or handling beyond what was reasonably necessary to inspect it, or if parts are missing or the item has been damaged, we may deduct the actual reduction in value where the law permits. Examples include:

• Hanging or mounting marks.
• Scratches, dents, tears, stains, dirt, fingerprints or contamination.
• Damaged or missing LED components.
• Cut, pulled, modified or damaged wires or cables.
• Missing plugs, remotes, accessories, fittings or instructions.
• Missing or unnecessarily damaged reusable protective packaging.
• Damage caused by inadequate return packaging.
• Any other condition meaning the item can no longer reasonably be sold as new.

A deduction will be based on the actual diminished value caused by the customer's handling and will not be used as an arbitrary statutory restocking charge.

10. Faulty, damaged, incorrect or non-conforming goods

This section is separate from a change-of-mind return. Goods supplied by boldhaus must meet your statutory rights, including being of satisfactory quality, fit for purpose where applicable, and as described.

If you believe an item arrived damaged, is faulty, is materially not as described, or is the wrong item, contact hello@boldhaus.co.uk promptly with your order number and details of the issue.

We may reasonably ask for photographs or video of the reported issue, the product, packaging and delivery label so that we can assess the problem. Where reasonably necessary, we may require the product to be returned for inspection or testing before the appropriate remedy is determined. A request for photographs or video does not remove statutory rights.

11. Delivery damage

If an item appears to have been damaged during delivery, please report the damage as soon as reasonably possible, ideally within 48 hours, so we can investigate with the carrier.

Please keep the shipping box, internal packaging and courier label and, where possible, provide photographs of the parcel before opening, any external damage, and the affected area of the product.

The 48-hour request helps with courier investigations and does not replace or restrict statutory consumer rights.

12. Damage, misuse or modification after delivery

boldhaus is not responsible for faults or damage caused by the customer after delivery where the goods were supplied in satisfactory condition. This includes:

• Dropping, impact or accidental damage.
• Incorrect hanging, mounting or installation.
• Pulling, cutting or modifying cables or electrical parts.
• Unauthorised repair, alteration or modification.
• Use of an unsuitable power supply.
• Water, moisture or unsuitable environmental exposure.
• Misuse, excessive force or failure to follow supplied instructions.

If an item is returned as allegedly faulty and inspection reasonably establishes that the issue was caused by customer damage, modification or misuse rather than a defect for which boldhaus is responsible, statutory faulty-goods remedies will not apply to that customer-caused damage.

13. Return costs for genuinely faulty goods

Where goods are genuinely faulty, damaged on arrival, incorrect or otherwise non-conforming and you are exercising a statutory remedy, boldhaus will bear the reasonable necessary cost of returning the goods.

Please contact us before arranging a return so we can provide suitable instructions or arrange collection where appropriate. If you arrange an unusually expensive premium service without first agreeing the cost with us, reimbursement will be limited to reasonable necessary return costs as permitted by law.

14. Refund amount for statutory change-of-mind cancellations

Where you validly cancel under the statutory distance-selling cancellation right, we will refund the price paid for the returned goods and the cost of the least expensive standard outbound delivery option that was offered, where applicable.

If you selected an enhanced or premium delivery service, we are not required to refund the additional amount above the standard delivery option.

The direct cost of returning change-of-mind goods remains the customer's responsibility, provided the required information was supplied before the contract was made.

Where legally permitted, any actual reduction in value caused by handling beyond what was reasonably necessary may be deducted from the refund.

15. When refunds are made

For statutory change-of-mind cancellations, we may withhold reimbursement until we receive the goods back or you provide evidence that you have sent them back, whichever occurs first.

Refunds will be made without undue delay and within the applicable statutory time limits. Unless otherwise expressly agreed, the refund will be made using the same payment method used for the original purchase.

16. Personalised or bespoke goods

Goods made to your specifications or clearly personalised may be excluded from the statutory change-of-mind cancellation right where the law permits. This does not affect rights where the personalised or bespoke goods are faulty, damaged, not as described or otherwise non-conforming.

17. Exchanges

Unless we agree otherwise, the simplest way to obtain a different product is to return the original product in accordance with this policy and place a new order. A request for an exchange does not extend a statutory cancellation period.

18. Return address

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

Unless we instruct you otherwise in writing, authorised returns should be sent to the address above. Include the order number or sufficient information to identify the return. Keep proof of postage and tracking information until the return has been completed.

19. Customers outside the United Kingdom

If you are purchasing from outside the United Kingdom, mandatory consumer laws that apply in your country may provide additional rights. Nothing in this policy is intended to exclude rights that cannot legally be excluded.

20. Model cancellation notice

You may use the wording below to exercise a statutory cancellation right, although you do not have to use this exact format:

To: boldhaus / BLUE SUN RETAIL LIMITED, 62 Railway Street, Nelson, England, BB9 9AH

Email: hello@boldhaus.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:

• Order number:
• Goods:
• Ordered on / received on:
• Customer name:
• Customer address:
• Date:

Last updated: 12 October 2026.