Refund policy

Returns & Refund Policy

Every Echo & Art piece is made to order, by hand, and personalised from your own ultrasound scan. Because each one is created uniquely for you and cannot be remade for anyone else, my returns policy reflects that.

Change of mind

In line with UK consumer law, personalised and made-to-order items are exempt from the standard right to cancel. For this reason I'm unable to accept returns or offer refunds for change of mind once your order has gone into production.

Cancelling or changing your order

If you need to cancel or change any details, please email me as soon as possible after ordering. If I haven't yet begun work on your piece, I'm very happy to amend your order or cancel it for a full refund. Once I've started creating your piece, I may no longer be able to change or cancel it, as the work is already underway.

If something isn't right

Your piece is made and checked with great care before it leaves me, but if it arrives damaged, faulty, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015. Please contact me within [48 hours / 7 days] of receiving your order, including a photograph of the issue, and I will repair, remake, or refund it. Please keep the original packaging until any issue is resolved, as it may be needed for a damage claim.

How to get in touch

Email me at hello@soulprintcasting.co with your order number and, where relevant, photographs. I'll always respond personally and do my best to put things right.

None of the above affects your statutory rights.