Last updated: 10 November 2026

Most XYZ Art Valley products are printed on demand and personalised for you. This policy explains when you can cancel or return an order. It does not affect your statutory rights under Irish and EU consumer law.

1. Personalised and made-to-order items

Items made to your specifications or clearly personalised (for example a t-shirt or canvas with your own photo, text, name or a design you created or customised) are exempt from the 14-day right of withdrawal under Regulation 13 of the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013. They cannot be returned or refunded because you changed your mind.

If you want to change or cancel a personalised order, contact us as soon as possible. If production has not started yet, we will cancel it and refund you in full. Once production has started, we can no longer cancel it.

2. Non-personalised items – 14-day right of withdrawal

For items from our standard range that were not personalised or made to your specifications, you can withdraw from the contract within 14 days of the day you (or someone you nominate) receive the goods, without giving a reason.

• To withdraw, send us a clear statement by email to xyzartvalley@gmail.com. You may use the model withdrawal form below, but you do not have to.
• Return the item within 14 days of telling us, to the address we give you. You pay the cost of returning the item unless we agree otherwise.
• We will refund all payments received from you, including the standard delivery cost, within 14 days of receiving your withdrawal notice. We may hold the refund until we have received the item back or you have shown proof that you sent it back.
• We refund using the same payment method you used, at no cost to you.
• You may handle the item as you would in a shop, but we may reduce the refund if its value has dropped because it was handled more than needed (for example worn, washed or damaged).

3. Faulty, damaged or incorrect items

This applies to all items, including personalised ones. If your item arrives faulty, damaged, misprinted, or different from what you ordered or approved, you are entitled under the Consumer Rights Act 2022 to have it put right. Within 30 days of delivery you can reject it for a full refund; after that you are entitled to a repair or replacement, or a price reduction or refund if that is not possible.

Please email us at xyzartvalley@gmail.com as soon as possible with your order number and clear photos of the problem (and of the packaging if it was damaged in transit). In most cases we will send a free replacement, or refund you, without you having to send the item back. Where a return is needed, we cover the cost.

4. What is not a fault

• A mistake (spelling, image, size, colour) that was in the design or proof you approved, or a wrong size or address you entered.
• Small colour differences between your screen and the printed product, or slight variations in print placement, which are normal for print on demand.
• Wear and tear, or damage from not following the care instructions.

If you are unsure, contact us anyway; we will always look at it.

5. Lost or late parcels

If your parcel has not arrived within the estimated delivery time, please contact us and we will investigate with the carrier and, if it is lost, send a replacement or a refund.

6. Refunds

Approved refunds are made to your original payment method. Your bank or card provider may need a few extra days to show it in your account.

7. Contact

XYZ Art Valley, [postal address], Ireland
Email: xyzartvalley@gmail.com · Phone / WhatsApp: +353 89 469 9488

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract for a non-personalised item.)

To: XYZ Art Valley, [postal address], Ireland, xyzartvalley@gmail.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ____________
Ordered on / received on: ____________
Order number: ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature of consumer(s) (only if this form is sent on paper): ____________
Date: ____________