Refund policy
Last updated: 29/06/2026
At MotorMuse, every print is a bespoke, made-to-order item created from the photograph you upload and the personalisation options you choose. Because of this, our returns policy is a little different from that of a standard shop. This policy explains your options, and it does not affect your statutory rights under the Consumer Rights Act 2015.
1. Personalised, Made-to-Order Items
Under the Consumer Contracts Regulations 2013, the standard 14-day "change of mind" right to cancel does not apply to goods that are made to your specification or clearly personalised. As all our products are bespoke and produced from your uploaded photograph, you do not have a right to cancel or return your order simply because you have changed your mind once production has begun.
This makes it important to check your order carefully before you confirm it, including your uploaded photo, your personalisation choices, framing options, and your delivery address.
2. Cancelling Before Production Begins
If you wish to cancel your order, please contact us as soon as possible at contact@motormuse.co.uk. If we have not yet started production, we will cancel your order and issue a full refund. Once production has begun, we are generally unable to cancel or refund the order except where the item is faulty or not as described (see below).
3. Faulty, Damaged or Incorrect Items
Your statutory rights are fully protected. If your order arrives damaged, faulty, or not as described, you are entitled to a replacement or a refund - your choice.
Please contact us within 14 days of delivery at contact@motormuse.co.uk, and include:
your order number;
a description of the problem; and
clear photographs showing the damage or fault (and, for transit damage, the packaging if possible).
This helps us resolve things quickly and, where relevant, raise a claim with our courier.
4. Returning a Faulty Item
In many cases we can resolve a fault from your photographs without needing the item back. If we do ask you to return the item, we will cover the cost of return postage for faulty or damaged items. Please do not post anything back to us before contacting us, so we can advise the best method and arrange or reimburse postage.
5. How Refunds Are Processed
Where a refund is due, we will process it to your original payment method within 14 days of agreeing that a refund is payable (or, where a return is required, within 14 days of receiving the returned item). The time it then takes to appear in your account depends on your bank or payment provider.
Refunds for faulty or not-as-described items include the original delivery charge you paid. Refunds following a "before production" cancellation are made in full.
6. Errors in Your Order Details
Because items are personalised, we cannot offer free replacements for mistakes in the details you supply (for example, incorrect personalisation text, the wrong photo, or a wrong delivery address). If you spot a mistake, contact us immediately - if production has not started, we will do our best to correct it. See our Shipping Policy for how we handle parcels returned due to an incorrect address.
7. Poor Quality Uploads
If the photograph you upload is not of sufficient quality to produce an acceptable print, we will contact you before production. Where we are unable to proceed, we will cancel the order and issue a full refund. We are not able to offer refunds for quality issues that result solely from a low-resolution or unsuitable photo that was approved and used at your request.
8. Contact Us
For any returns or refund queries, please contact:
MotorMuse
Email: contact@motormuse.co.uk
This policy does not affect your legal rights as a consumer.