Refund policy
Effective Date: November 2025
Our Commitment to Quality
All Latent Archives prints are produced to museum-quality standards using archival materials. We stand behind the quality of our work and want you to be completely satisfied with your purchase.
Made-to-Order Products
All artworks are printed to order specifically for you. Once production begins (typically within 24-48 hours of order placement), orders cannot be cancelled or modified.
Right of Withdrawal
As our prints are custom-made, personalized items created specifically for each order, they are excluded from the standard 14-day distance selling right of withdrawal under UK Consumer Rights Act 2015. This means you cannot return a print simply because you have changed your mind.
However, we fully respect your legal rights regarding faulty, damaged, or misdescribed goods as outlined below.
Damaged or Defective Items
If your order arrives damaged or defective, we will provide a replacement at no cost to you.
You must:
- Contact us at contact@latentarchives.com within 48 hours of delivery
- Provide your order number and clear photographs showing:
- The damaged artwork
- The packaging it arrived in
- Any visible damage to the outer packaging
- Retain all packaging materials for at least 5 business days
We will:
- Review your claim within 2 business days
- Arrange for a replacement to be printed and shipped at our expense
- Work with the shipping carrier to arrange collection of the damaged item if required
Please note: Damage claims cannot be processed without photographic evidence submitted within 48 hours of delivery.
Incorrect or Misdescribed Items
If you receive an incorrect item or one that materially differs from its description on our website, please contact us within 48 hours of delivery. We will provide a full refund or replacement at your choice.
Lost Shipments
If your order has not arrived within the estimated delivery timeframe stated in our Shipping Policy, please contact us. We will investigate with the shipping carrier and either:
- Arrange reshipment at no cost to you, or
- Provide a full refund
Print Quality Issues
In the unlikely event that your print has a production quality issue (such as incorrect colors, printing errors, or defects in materials), please contact us within 7 days of delivery with photographs. We will arrange a replacement at no cost to you.
Please note: Slight variations in color between your screen and the printed artwork are normal due to differences in display calibration and the nature of print reproduction. This does not constitute a quality issue.
Framing Issues
If the frame arrives damaged or has manufacturing defects, please contact us within 48 hours of delivery with photographs. We will arrange a replacement at no cost to you.
Frame profiles may vary slightly by fulfillment location to ensure optimal quality and safe shipping standards. Minor variations in frame appearance based on your region do not constitute grounds for return.
How to Request a Return or Replacement
- Email contact@latentarchives.com with:
- Your order number
- Clear description of the issue
- Photographs as specified above
- Our team will respond within 2 business days
- If approved, we will:
- Send you a replacement, or
- Process a full refund to your original payment method within 14 days
Refund Processing
Approved refunds will be processed to your original payment method within 14 days of our approval. Please note it may take an additional 5-10 business days for your bank or card issuer to process the refund.
Return Shipping
For damaged, defective, or incorrect items, you will not be charged for return shipping. We will arrange collection where possible or provide a prepaid return label.
You are not required to return items in cases where the cost of return shipping would exceed the value of the item.
Non-Returnable Items
The following cannot be returned:
- Items where damage was not reported within 48 hours of delivery
- Items damaged after delivery due to mishandling or improper storage
- Items where original packaging was discarded before confirming the item's condition
- Gift cards
Your Legal Rights
This policy does not affect your statutory rights under UK consumer protection law. For more information about your legal rights, visit the Citizens Advice website or contact your local Trading Standards office.
International Customers
For customers outside the UK, local consumer protection laws may provide additional rights. This policy works alongside, and does not limit, any rights you may have under your local law.
Questions?
If you have any questions about returns or need to report an issue with your order, please contact us at:
Email: contact@latentarchives.com
Response time: Within 2 business days
Last updated: November 2025