Returns Policy
Effective date: 26/08/2026
This Returns Policy explains your options if you need to cancel, return, or report an issue with an order from Street Map Prints. It should be read alongside our Terms and Conditions, Privacy Policy, and Cookie Policy, all available on our Site.
Business/trading name: Street Map Prints
Registered address: 38 Ellesmere Road, Stockton Heath, WA4 6DZ
Contact email: hello@streetmapprints.co.uk
Website: www.streetmapprints.co.uk
1. Our approach
We want you to love your print. If something isn't right, get in touch and we'll do our best to sort it out quickly and fairly. This policy explains the difference between standard items and personalised/custom prints, since they're treated differently under UK consumer law.
2. Standard (non-personalised) items
If you've ordered a standard print that hasn't been customised with a specific address, marking, or bespoke request, you have a legal right to cancel your order under the Consumer Contracts Regulations 2013. You can cancel for any reason, within 14 days of receiving your item, without needing to give a reason.
To cancel, email us at hello@streetmapprints.co.uk with your order number and let us know you'd like to return it. You then have 14 days from telling us to send the item back to us. The print must be returned unused, undamaged, and in its original packaging where possible. Once we receive it back in acceptable condition, we'll refund the price you paid, including standard delivery charges, within 14 days. Return postage costs for a change-of-mind return are your responsibility, unless the item is faulty or was sent in error.
3. Personalised and custom prints
Many of our prints are made to order using the location, address, colours, or wording you specify at checkout. Because these are produced specifically for you, personalised and custom prints are exempt from the standard 14-day change-of-mind cancellation right under the Consumer Contracts Regulations 2013. This means we're generally unable to accept a return simply because you've changed your mind about a custom design once production has started.
This exemption does not affect your rights if your personalised print arrives faulty, damaged, or doesn't match what you actually ordered — see Section 4 below, which applies to every order regardless of personalisation.
Before submitting a custom order, please double-check that any address, spelling, or wording you've entered is correct, as we produce prints exactly to the details provided.
4. Faulty, damaged, or incorrect items
Whether your print is a standard or personalised item, you're covered if it arrives faulty, damaged in transit, or different from what you ordered (for example, the wrong location, size, or colourway due to an error on our part). Please contact us at hello@streetmapprints.co.uk within 30 days of delivery, including your order number and, where possible, a photo showing the issue.
Once we've reviewed the problem, we'll offer one of the following, depending on the situation:
A free reprint or replacement
A full or partial refund
A repair or exchange, where appropriate
Please hold on to the damaged or faulty item until we've confirmed next steps, as we may need it returned to us (we'll cover return postage in this case).
5. Items lost in transit
If your order hasn't arrived within a reasonable time of the estimated delivery window shown at checkout, let us know and we'll investigate with our courier. If the item is confirmed lost, we'll send a free replacement or issue a full refund, whichever you prefer.
6. How to start a return or report an issue
Email hello@streetmapprints.co.uk with:
Your order number
Whether you'd like a refund, replacement, or reprint
For faulty, damaged, or incorrect items, a brief description and photo of the issue
We'll come back to you with confirmation and, if a physical return is needed, the address to send it to. We recommend using a tracked postal service for any return, as we can't be responsible for items lost in transit that weren't sent trackable.
7. Refunds
Approved refunds are issued to the original payment method used at checkout, usually within 14 days of us confirming the refund, though most are processed sooner. Original delivery charges are only refunded where the standard 14-day cancellation right applies (Section 2), or where the item was faulty, damaged, or sent in error (Section 4).
8. Order cancellations before dispatch
If you need to cancel or amend an order before it's gone into production or been dispatched, contact us as soon as possible at hello@streetmapprints.co.uk. We'll always try to accommodate this, but because personalised prints can move into production quickly, we can't guarantee a change or cancellation once production has begun.
9. Your statutory rights
This policy sits alongside, and does not affect, your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
10. Contact us
If you have any questions about returns, refunds, or a specific order, please get in touch:
Email: hello@streetmapprints.co.uk
Website: www.streetmapprints.co.uk