Refund policy

Return, Cancellation, Refund and Replacement Policy

Last updated: 1 October 2026. The 30-day return right in section 1 applies to orders delivered on or after 30 September 2026. The exchange option in section 1 applies from 1 October 2026. The free 30-Day Replacement Guarantee in section 2 applies to eligible deliveries from 28 June 2026. The order-date rule applies only to orders placed on or after 2 September 2026. Orders placed before then keep the delivery-based replacement period stated when they ordered. Other provisions apply from publication. Nothing in this policy excludes or limits a consumer right that cannot legally be excluded.

Trade accounts: orders placed on a trade account are covered by our Trade Terms, which apply instead of the change-of-mind returns in this policy. Faulty or damaged prints are still replaced free of charge.

1. 30-day returns

If you change your mind, you can return an unused item for a refund within 30 days after delivery. This applies to orders delivered to any country we deliver to, and is in addition to your statutory rights and the Free 30-Day Replacement Guarantee in section 2.

  • Tell us within 30 calendar days after delivery of the item (or the last item in a split delivery) by emailing hello@laboostudio.com with your order number, or by using the withdrawal function in your Shopify customer account.
  • Send the item back within 14 days after telling us, to the return address we give you. Do not send anything to an unconfirmed address.
  • The item must be unused, undamaged and in the condition you received it, and packed so it is protected in transit (in its original tube or packaging where possible).
  • You pay the cost of returning the item. We do not charge any restocking, handling or cancellation fee.
  • We refund the price you paid for the returned item to your original payment method within 10 days after we receive it or you provide evidence that you have sent it back, whichever is earlier. Where the law requires it, we also refund the standard outbound delivery charge.

Prefer a different print? Exchange it instead

Instead of a refund, you can exchange an unused item for any other print in our range, in any size, within 30 days after delivery.

  • Email hello@laboostudio.com with your order number and the print and size you would like instead.
  • We send your new print first, with free delivery.
  • If the new print costs more than the original, you pay the difference before we send it. If it costs less, we refund the difference to your original payment method.
  • Your new print comes with instructions for returning the original. Send it back unused, at your own cost, within 14 days after your new print arrives. If the original is not returned, we may charge you its price.
  • One exchange per item. Choosing an exchange does not affect your right to a refund instead, or any of your statutory rights.

This 30-day return right does not apply to gift cards, digital items or services, or to genuinely bespoke or clearly personalised goods where local law permits that exclusion. Mandatory rights for faulty, damaged, incorrect or misdescribed goods are never affected. Where a statutory right in section 4 gives you more, that right applies.

Production may begin shortly after checkout, so an order cannot normally be cancelled before dispatch; you can use this 30-day return right after delivery instead, subject to any mandatory statutory cancellation right.

2. Free 30-Day Replacement Guarantee

In addition to your statutory rights, Laboo Studio offers one approved replacement for an eligible physical item when the original purchaser is unhappy with it. This can include an item that arrived damaged, faulty, incorrect or materially misdescribed, as well as a wrong size or variant, a change of mind or a different aesthetic preference. The guarantee is available for eligible delivered orders in every country to which we deliver. It is a voluntary replacement-only promise and is separate from the 30-day return right in section 1.

To request this voluntary guarantee, you must:

  • meet the applicable request deadline: for an order placed before 2 September 2026, submit no later than 30 calendar days after actual delivery of the order’s final parcel; for an order placed on or after 2 September 2026, submit no later than 30 calendar days after the date shown on the order confirmation. For those later orders, the period runs from the order date, not dispatch or delivery;
  • have received the item before a replacement can be approved;
  • be the original purchaser and provide the order number and email address used for the order;
  • identify the affected item and explain what is wrong or why you would prefer a replacement;
  • provide clear photographs of the complete item, the affected area and available packaging for damage, fault, seller-error or misdescription requests, or provide a reasonable written explanation if photographs cannot be supplied;
  • keep the item, any packaging still available and any shipping label until we confirm whether they must be returned, collected or safely disposed of; and
  • not have already received a replacement under this guarantee for the same affected item.

Every request is checked against the original order, the applicable order-date or delivery-date deadline, delivery status, item details, available evidence and previous claims. Submitting the form is a request for review and is not automatic approval. Evidence requests will be limited to what is reasonably needed to verify the request. An inability to meet this voluntary guarantee’s evidence requirements does not remove any mandatory statutory right.

Once approved, you may choose either the same item or a different in-stock standard Laboo Studio catalogue product or variant priced at the same amount in the order currency. We do not charge for the approved replacement product or standard replacement delivery. Alternatively, you may choose a higher-priced in-stock product and pay the additional product price and any resulting tax, duty or upgraded-delivery difference before dispatch. We will email an invoice for an approved balance.

Replacement value is limited to the verified amount actually paid for the approved item after discounts. Original delivery charges, express or upgraded delivery, duties, import taxes, gift cards and separate services are not replacement credit. A lower-priced alternative is not offered under this guarantee, and unused value is not paid as cash, refund or store credit. Stock is not reserved until the request is approved and any balance is paid. The replacement will normally be sent to the original delivery country and address unless we approve another arrangement in writing.

You do not need to return the original item unless we instruct you to do so. If a return is required for an approved guarantee request, we will provide a prepaid standard method or arrange collection. Do not send anything to an unconfirmed address.

The voluntary guarantee does not cover:

  • gift cards, digital items or services;
  • preference-only requests for genuinely bespoke or clearly personalised goods, although mandatory rights and claims for damage, fault, seller error or misdescription remain unaffected;
  • damage occurring after delivery through handling, hanging, framing, installation, moisture, heat, sunlight, cleaning, misuse, unsuitable storage or accidental damage;
  • damage to packaging where the item itself is unaffected;
  • an item that has been materially altered, disposed of or cannot reasonably be inspected or returned when requested;
  • fraudulent, duplicate or materially inaccurate requests; or
  • more than one approved voluntary replacement for the same affected item.

Standard replacement delivery is free under this guarantee. Government duties, import taxes or customs charges imposed on the customer by the destination country remain the customer’s responsibility unless applicable law requires otherwise. This voluntary guarantee does not affect any statutory cancellation right or remedy for faulty, damaged, misdescribed or non-conforming goods. Applicable legal periods may run from delivery or physical possession and may continue after this voluntary guarantee ends. Faults discovered or reported after 30 days should still be reported because longer statutory rights may apply.

3. Faulty, incorrect or materially misdescribed goods

If an item is faulty, damaged, different from the item ordered or materially different from its description, contact us promptly with the order details and reasonable supporting evidence. Where reasonably possible, keep the item and any packaging still available, and do not alter or dispose of them until instructions are provided.

Where a mandatory consumer law applies, we will provide the remedy required by that law. A short deadline, final-sale label, original-packaging request or prior-authorisation process in this policy will not remove a mandatory defect right. This includes, where applicable, the UK short-term right to reject faulty goods; the consumer’s remedy choice for a major or serious failure in Australia or New Zealand; Singapore’s statutory repair-or-replacement process; and Türkiye’s statutory defect remedies. We will not charge a restocking or processing fee for a valid fault or seller-error claim. We will pay or reimburse necessary return-delivery costs where the applicable law requires it.

4. Country schedule for ordinary change-of-mind rights

The free 30-Day Replacement Guarantee in section 2 is separate from this country schedule and may be requested for an eligible delivered order in every country to which we deliver. This schedule concerns statutory cancellation, withdrawal, return and refund rights. The voluntary 30-day return right in section 1 also applies in every country to which we deliver; where a statutory right below gives you more, it applies instead. The delivery destination is our initial operational routing indicator. Applicable law can also depend on the consumer’s habitual residence, where sales were directed, required pre-contract disclosures and other transaction facts. These periods apply only to eligible consumer distance-sale goods and remain subject to mandatory local exceptions and longer protected-consumer rights.

  • European Union — Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden: give clear notice within 14 calendar days after taking physical possession of the goods, or the last item in a split delivery. If the last day falls on a weekend or public holiday, the deadline moves to the next working day. After giving notice, dispatch or hand back the goods within a further 14 days. You pay the direct return-delivery cost if it was correctly disclosed before purchase. No restocking, administration or cancellation fee applies.
  • United Kingdom: give clear notice within 14 days after delivery of the goods, or the last item in a split delivery, then dispatch the goods within a further 14 days. You pay the direct return-delivery cost if it was correctly disclosed before purchase. No restocking, administration or cancellation fee applies.
  • Norway: give clear notice within 14 days after delivery, then dispatch the goods within a further 14 days. You pay the direct return-delivery cost where it was correctly disclosed before purchase. No restocking, administration or cancellation fee applies.
  • Israel: the statutory cancellation period is generally 14 days from the later of receipt or the required disclosure. A qualifying senior consumer, person with a disability or recent immigrant may have up to four months where the statutory interaction conditions are met. Notice can be given using the legally available methods described in section 5. For an ordinary no-fault cancellation, you pay return delivery and we may charge only the cancellation fee permitted by Israeli law, capped at the lower of 5% of the transaction price or ₪100. No fee applies to a valid defect, mismatch or late-delivery cancellation.
  • Saudi Arabia: eligible unused goods may be cancelled within 7 days after receipt. You pay the actual direct return cost. No penalty or restocking fee applies.
  • South Korea: eligible distance-sale goods may be cancelled within 7 days after receipt. You pay the direct return cost for simple change of mind. We pay it for a valid nonconformity claim. No penalty or restocking fee applies.
  • Taiwan: eligible distance-sale goods may be cancelled within 7 days after receipt without consumer expense, subject to recognised and pre-disclosed statutory exceptions. We provide or fund the return method. No cancellation or restocking fee applies.
  • Thailand: any mandatory cancellation right is handled manually because the 7-day direct-marketing regime does not necessarily cover every ecommerce transaction. The 30-day return right in section 1 applies, and any mandatory right will be honoured where the transaction qualifies.
  • Türkiye: eligible distance-sale goods may be withdrawn from within 14 days after delivery, and withdrawal may also be notified before delivery. We fund the designated return method. No cancellation or restocking fee applies.
  • Malaysia: any mandatory Malaysian cooling-off or internet-contract right is handled manually because Shopify cannot safely model the potentially applicable scope and formalities. Contact us immediately through the statutory-notice route or by email. Mandatory remedies for faulty or nonconforming goods remain unaffected.
  • Australia, New Zealand, Singapore and Switzerland: the 30-day return right in section 1 applies. No further change-of-mind return, cash refund or cancellation is offered beyond section 1 and the replacement guarantee in section 2. Mandatory remedies for faults, damage, nonconformity, seller error or misdescription remain unaffected.
  • Canada: the 30-day return right in section 1 applies. Mandatory provincial internet-sale cancellation rights, including rights arising from disclosure, contract-copy or delivery failures, remain available and are reviewed manually.
  • Indonesia: the 30-day return right in section 1 applies. Any mandatory correction, cancellation or exchange right for a regulated mismatch, damage, defect, delivery discrepancy or similar seller failure remains available and is reviewed manually.
  • Japan: the 30-day return right in section 1 applies. Any longer mandatory return route will be honoured after manual review.
  • United States: the 30-day return right in section 1 applies. Mandatory state disclosure, cancellation and refund laws are honoured where they give you more.
  • United Arab Emirates: the 30-day return right in section 1 applies. Any mandatory ecommerce or consumer right that applies to the particular cross-border transaction will be honoured after manual review.

5. How to give a cancellation or withdrawal notice

Where the country schedule provides a cancellation or withdrawal right, give a clear notice before the applicable deadline. Use the withdrawal function in your Shopify customer account or email hello@laboostudio.com. A reason, photographs, replacement choice, handling declaration or acceptance of this policy is not required merely to give an ordinary statutory withdrawal notice.

An electronic statutory notice is effective when sent and does not wait for our approval. Where required, the online function sends an immediate durable email acknowledgement containing the notice information and timing. It does not automatically issue a refund, free label or waive a lawful inspection. A return-authorisation reference helps us identify and process the parcel but is not a legal precondition where mandatory law says otherwise.

Our order-resolution form is used for requests under the free 30-Day Replacement Guarantee and for optional replacement preferences, item details and supporting evidence. It does not make, approve or validate a statutory withdrawal. For a statutory cancellation or withdrawal route, use the Shopify withdrawal function or email first.

For an Israeli cancellation, notice may also be given orally, by registered post, by fax where a fax method is made available, and through the online method where the contract was made online, in addition to email and any other method required by law.

6. Condition, handling and return method

For a statutory change-of-mind return, handle the goods only as much as would reasonably be permitted when examining them in a shop. Where permitted by law, we may claim or deduct the actual, evidenced loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. We do not apply a flat restocking fee.

Original packaging is strongly recommended because it protects artwork in transit, but it is not an absolute condition of a statutory return where the law says otherwise. Package the goods securely and obtain proof of dispatch. We will provide the correct return address promptly after notice; it may differ from our registered office. Do not send goods to an unconfirmed address. Waiting for the correct address or instructions does not reduce a mandatory right or deadline.

Where the schedule says customer-paid, we do not provide a prepaid label and you bear only the direct return-delivery cost. For goods that cannot normally be returned by ordinary post, ask us for a return-carriage estimate before ordering. If applicable law makes us responsible because a required pre-contract estimate was not supplied, we will bear that cost.

7. Refunds following a statutory withdrawal

Where required by law, we refund the price paid and the cost of our least expensive standard outbound delivery option. Any additional express or upgraded-delivery charge is not refunded unless the law requires it. Where legally permitted, we may withhold the refund until we receive the goods or satisfactory evidence that they were sent, whichever occurs first.

Refunds are issued to the original payment method within the applicable statutory period. Government duties, import taxes and customs charges paid directly by the customer are not refunded by Laboo Studio unless applicable law requires it.

Where a statutory withdrawal or cancellation right applies, you may ask us to approve an alternative in-stock catalogue product instead of receiving the otherwise applicable refund. This is optional and does not remove the refund route. We apply credit equal to the verified amount paid for the returned item after discounts. Any additional product price, tax, duty or delivery difference must be paid before dispatch. Availability is not guaranteed and stock is not reserved until the request is approved and any balance is paid.

8. Personalised and genuinely bespoke goods

Where local law permits, the cancellation or withdrawal right does not apply to goods made to the customer’s individual specifications or clearly personalised. This can include artwork altered with customer-supplied names, photographs, text, bespoke dimensions or other unique instructions.

A standard catalogue design produced after an order is placed, or supplied in an ordinary size, colour, frame or finish selected from our standard options, is not automatically personalised merely because it is made to order. The exception never removes rights where personalised goods are faulty, damaged, incorrect or misdescribed. Genuinely bespoke or clearly personalised goods are not eligible for a preference-only replacement under section 2.

9. Model cancellation form

You may copy and send the following wording, but you do not have to use it:

To: Laboo Studio Ltd, email hello@laboostudio.com
I give notice that I cancel my contract for the following goods:
Order number:
Goods:
Ordered on:
Received on:
Customer name:
Customer address:
Customer email:
Date:

10. Contact and mandatory rights

Laboo Studio Ltd
128 City Road, London, EC1V 2NX, United Kingdom
Email: hello@laboostudio.com
Phone: (+44) 020 3769 6880

If a provision of this policy conflicts with a mandatory consumer law applying to an order, that law takes priority only to the extent of the conflict. A choice of UK law does not remove mandatory rights applying because Laboo Studio directs sales to the consumer’s destination.