Refund and Returns Policy

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Your rights as a Consumer in England and Wales under the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

Stock Images

The Norfolk Photographer guarantees that should any stock content contain defects in material or workmanship which are notified in writing within fourteen (14) days of the date of delivery of the content, then the photographer will either replace that content with another digital copy of the content free from defect or refund the licence fee paid by you to the extent attributable to the defective content.

Standard Goods

You have thirty (30) days to return faulty and/or damaged goods to be eligible for a full refund or repair. You must inform the Norfolk Photographer within seven (7) days of receipt of your product about print and/or frame faults/issues.

Photographic Prints

All photographic prints ordered through the Norfolk Photographer via his main printing and framing service are protected for 70 years.

Personalised Products

Due to the nature of producing personalised products you may not be eligible for a full refund, exchange, replacement etc., for products or services ordered to your specification with stock item materials and build techniques. However, if the item is faulty (that being a genuine manufactures fault) you may be entitled to a repair, replacement, partial or full refund on a personalised product.

Gift Vouchers

Gift vouchers are not refundable and do not come with warranty or guarantee.


Calendar bookings cancelled after 48 hrs *48 hrs from the date you booked* are not refundable (unless there are exceptional circumstances). Calendar bookings do not come with warranty or guarantee. Please refer to the Booking Policy for more information.

Online, Mail and Phone Order Sales

Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’. Orders must be cancelled within 14 days of receiving your goods that you want to cancel.

Damaged in Transit

Notification of damaged in transit must be made to The Norfolk Photographer or his agents, servants, associates within 48hrs of receipt of order. If notification is not made within 48hrs it will be at the managers discretion whether to offer a refund or not.

Proof of Purchase

To be eligible for a partial refund, full refund, return, exchange, repair etc, a proof of purchase receipt must be provided to the Norfolk Photographer or his associates. Proof of purchase can be a receipt, bank statement or original packaging baring the companies name, logo, website details, invoice number.


To be eligible for a refund, repair, or return, your item must be unused and in the same condition that you received it (with proof of purchase). It must also be in the original packaging. Returns can only be accepted from the person(s) who bought the items).


No deductions can be made from a refund within the first six months after purchase.

Credit Note

You may be entitled to a credit note if you’re returning something because you’ve changed your mind. If there’s a problem with your item, you may be offered a refund as long as you’re returning it within 30 days.

Postage & Packaging

Prints, frames and print products that are being returned must be sealed in their original packaging with proof of purchase. The Norfolk Photographer and/or his agents, servants, associates will organise a free courier service to collect your returns.

Portrait Services

Full or partial refunds regarding booked (and paid up) portrait services i.e. (the service is complete, you’ve received your goods and paid in full) are only refundable in exceptional circumstances. A partial or full refund will not be offered if, for example, you change your mind about the photographers style. That said, should you find fault with your images or frames, a partial and/or full refund, exchange, repair, etc may be honoured as set out above. Please refer to the Terms & Conditions for more information and FAQs that can be found below your service plan.

When the Norfolk Photographer does not have to offer a refund

  • If the customer knew the item was faulty when purchased.
  • If the customer damaged an item by trying to repair it or getting someone else to do it (though you may still have the right to a repair, replacement or partial refund).
  • When the customer no longer wants an item (for example because it’s too small, big, or you simply do not like it) unless you bought it without seeing it.

Once your return is received and inspected, you will be notified by email regarding the next steps and your options.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact me at

If you are dissatisfied with this refund and return policy please contact your local CAB office for free legal advice. In addition you can find more information about your consumer rights at (your consumer rights explained) and via the local website (consumer rights explained).