Refund policy
Refund & Cancellation Policy
At Studio Gen UK, every order is created and packaged with care. If something isn't right, please contact us and we'll do our best to put it right.
Returns & Change of Mind
For standard, non-personalised products purchased online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
You then have a further 14 days to return the goods. Please contact us at gale@studiogenuk.co.uk to arrange a return.
Unless the item is faulty, incorrect or not as described, customers are responsible for the direct cost of returning goods, where this has been explained before purchase.
Refunds will be processed in accordance with applicable UK consumer law, including standard outbound delivery charges where required. We may wait until we receive the returned goods or evidence that they have been sent back before issuing a refund.
Personalised & Bespoke Products
Products made to your specifications or clearly personalised are generally exempt from the standard 14-day change-of-mind cancellation right.
This includes personalised greeting cards, bespoke pet portraits, custom photo products and other items created using customer-specific names, photographs, wording or designs.
This exemption does not affect your statutory rights if an item is faulty, damaged or not as described.
Order Cancellations
If you need to cancel or amend an order, please contact us as soon as possible.
We aim to accommodate cancellation requests made within two hours of purchase.
For personalised products, cancellation or amendment may not be possible once production has begun.
For standard, non-personalised products, your statutory cancellation rights continue to apply regardless of whether production has started.
Damaged, Faulty or Incorrect Orders
If your order arrives damaged, faulty, incorrect or not as described, please contact us at gale@studiogenuk.co.uk.
Where possible, please provide your order number, a description of the problem and photographs to help us resolve it quickly.
We appreciate being notified within seven days where practical, but this is not a deadline for exercising your statutory consumer rights.
Depending on the circumstances and your legal rights, we will arrange an appropriate refund, repair or replacement. We will cover reasonable return costs where required by law.
Refunds
Approved refunds will be issued to your original payment method.
Where a refund is due under your statutory cancellation rights, we will process it within the legally required timeframe.
Your bank or payment provider may take additional time to make the funds available.
Contact Us
For cancellations, returns, refunds or questions about your order, please contact:
Studio Gen UK and The Dog Files are trading names of Hosted Clouds.
Thank you for supporting our independent mother-and-daughter business in East Sussex. 💛
Nothing in this policy affects your statutory consumer rights.