Refund policy
Refund, Returns & Cancellation Policy
Our Commitment
Here at Porth Shore we take great care in making and designing everything in Cornwall, by hand and with human creativity. We put our heart, our soul and our love for the ocean into everything we do. We are a small studio, not a big corporation, and your custom makes a huge difference to us being able to do what we love. We take great care with our original and limited edition artworks and other products. We use print on demand services as part of our environmental values - only making what we need. Print partners are carefully vetted to ensure that our products are of the best quality possible.
All artwork and items are professionally photographed before dispatch for documentation and carefully packaged to ensure they arrive to you in the same condition as when they left.
Cancellations
Standard prints, t-shirts & self-shipped items (non-personalised): You may cancel your order within 1 hour of placing it. Please contact us as soon as possible at wasson@porthshore.com with your order number. After this period, or once your order has been dispatched, cancellation is no longer possible and our returns policy applies.
Print on demand (standard designs): Due to the nature of print on demand production, each item is produced specifically per order. Cancellations must be requested within 1 hour of placing your order, before it enters the print queue. After this point, the order cannot be cancelled but our returns policy applies once you have received the item.
Commissioned, personalised & custom artwork: For commissioned artwork, a 50% non-refundable deposit is taken at the point of order. If you cancel within 48 hours of placing your order, your full payment will be refunded. If you cancel after 48 hours, or once work has commenced (whichever is sooner), you will receive a refund of 50% of the total sale price. No refund is available once the work is completed and ready for dispatch. By proceeding with a commission order you confirm you have read and understood this policy.
Returns & Refunds
1. Original Artwork & Self-Shipped Items
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item. To exercise this right, please notify us within 14 days of delivery by contacting us at wasson@porthshore.com with your order number.
Once you have notified us, you have a further 14 days to return the item. Upon receipt, we will inspect the returned item within 48 hours and notify you of the outcome before processing your refund. We will process your refund within 14 days of receiving the goods back.
Original artwork is a one-of-a-kind piece. Items must be returned in the same condition as when despatched, having only been handled as reasonably necessary to inspect them. We reserve the right to deduct from your refund an amount reflecting any reduction in value caused by handling beyond what was necessary. In cases of significant damage, this deduction may equal the full value of the item.
Return postage is the customer's responsibility. We strongly recommend using a tracked, insured service, as we cannot accept responsibility for items lost or damaged in transit on their return journey.
2. Standard Print on Demand Items
Each print on demand item is produced specifically per order. Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, provided it is returned in the same condition as when despatched.
To exercise this right, please notify us within 14 days of delivery by contacting us at wasson@porthshore.com with your order number. Once you have notified us, you have a further 14 days to return the item. Upon receipt, we will inspect the returned item within 48 hours and notify you of the outcome before processing your refund. We will process your refund within 14 days of receiving the goods back.
Return postage is the customer's responsibility. We strongly recommend using a tracked, insured service, as we cannot accept responsibility for items lost or damaged in transit on their return journey.
3. Commissioned, Personalised & Custom Artwork
Commissioned pieces and personalised artwork - including pieces featuring a personal dedication or message addressed to the buyer - are exempt from the 14-day right to cancel under the Consumer Contracts Regulations 2013, as they are made to your individual specifications and cannot be resold. This will be clearly indicated on the product listing before purchase. Please refer to the cancellation terms above for details of the deposit and refund structure that applies to commissioned work.
Faulty or Damaged Items If your item arrives damaged or faulty, please contact us within 48 hours of delivery with photographs of the damage. You will be entitled to a full refund including return postage costs, or a replacement where possible.
Store Credit As an alternative to a monetary refund, we are happy to offer store credit.
How to Initiate a Return or Cancellation Contact us at wasson@porthshore.com with your order number and reason for your request. Please do not send items back without contacting us first. We will process your refund within 14 days of receiving the returned item.
During periods of closure or staff incapacity, response times may be slightly longer. We will always communicate any delays and aim to resolve all requests as promptly as possible.