Last updated: February 2026
At Poster Print Base, we want you to be completely happy with your purchase. If for any reason you are not satisfied, we are here to help. Please read our full refund and returns policy below.
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. This is your statutory cooling-off period. To exercise your right to cancel, please contact us at contact@posterprintbase.co.uk within 14 days of receiving your order, clearly stating your name, order number, and the reason for your return if applicable.
2. Return Conditions
To be eligible for a return, your item must be unused, undamaged, and in the same condition in which you received it. It must be in its original packaging, including the protective postal tube. We are unable to accept returns on posters that have been mounted, framed, hung, or otherwise used, or that have been damaged by the customer after delivery. If the poster has been removed from the tube, it must be carefully re-rolled and returned in the tube to avoid damage during transit.
3. How to Return an Item
To initiate a return, please email us at contact@posterprintbase.co.uk with your order number and the reason for your return. We will respond within 2 working days with instructions on how to return your item. Please do not send items back without first contacting us, as we may not be able to process your return. Items should be returned to:
Poster Print Base 77 High Street Waltham Cross Hertfordshire EN8 7AF
4. Return Postage Costs
If you are returning an item because you have changed your mind or no longer want it, you are responsible for the cost of return postage. We recommend using a tracked delivery service, as we cannot be held responsible for items lost or damaged in return transit. If you are returning an item because it arrived faulty, damaged, or incorrect, we will cover the cost of return postage. Please contact us before returning and we will advise on the most suitable return method.
5. Refund Process
Once your returned item has been received and inspected, we will notify you by email to confirm whether your refund has been approved. If approved, your refund will be processed to your original payment method within 14 days. Please note that your bank or payment provider may take an additional 3 to 5 working days to credit the refund to your account. We will refund the full price of the product. Original delivery charges will only be refunded if the return is due to a fault or error on our part.
6. Late or Missing Refunds
If you have not received your refund within the expected timeframe, please first check your bank account or payment provider. Then contact your bank or card issuer, as there is often a processing period before a refund is posted. If you have done both of these and still have not received your refund, please contact us at contact@posterprintbase.co.uk and we will investigate the matter for you.
7. Faulty or Damaged Items
We take great care in packaging and dispatching every order. However, if your poster arrives damaged, faulty, or not as described, please contact us within 48 hours of delivery at contact@posterprintbase.co.uk. Please include your order number, a description of the issue, and clear photographs showing the damage or fault. Under the Consumer Rights Act 2015, you are entitled to a full refund or replacement for goods that are faulty, not as described, or not fit for purpose. We will arrange for a replacement to be sent to you free of charge, or issue a full refund including any return postage costs.
8. Incorrect Items
If you receive an item that is different from what you ordered, please contact us within 48 hours of delivery at contact@posterprintbase.co.uk with your order number and photographs of the item received. We will arrange to collect the incorrect item or cover your return postage costs, and dispatch the correct item or issue a full refund as soon as possible.
9. Exchanges
We do not currently offer direct exchanges. If you would like a different product, please return your original order following the process above and place a new order through our website.
10. Non-Returnable Items
We are unable to accept returns on the following: posters that have been mounted, framed, hung, or used in any way; posters that have been damaged by the customer; posters returned without prior authorisation; and posters returned after the 14-day cancellation period.
11. Order Cancellations Before Dispatch
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at contact@posterprintbase.co.uk. If your order has not yet been dispatched, we will cancel it and issue a full refund immediately. If your order has already been dispatched, you will need to follow the returns process outlined above.
12. Sale Items
Items purchased during a sale or promotional offer are subject to the same refund and returns policy as full-price items. Your statutory rights are not affected by sale pricing.
13. Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. You are always entitled to a refund, repair, or replacement for goods that are faulty, not as described, or not fit for purpose.
14. Contact Us
If you have any questions about our refund and returns policy, or if you need to arrange a return, please get in touch:
Poster Print Base 77 High Street Waltham Cross Hertfordshire EN8 7AF
Email: contact@posterprintbase.co.uk Phone: 01992 763 304
We aim to respond to all enquiries within 2 working days.