Last Updated: 25/02/26

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At Blueprints By Avana, we want you to love everything you receive from us. If for any reason you are not completely satisfied with your order, we are here to help. This Returns and Refund Policy sets out your rights, the process for returning items, and how and when refunds and exchanges are issued.

 

Please read this policy carefully before making a purchase. By placing an order with us, you confirm that you have read and understood these terms. This policy forms part of our Terms and Conditions and should be read alongside them.

 

Your statutory rights as a UK consumer are protected under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy is intended to limit or exclude those rights.

 

1. Your Statutory Right to Cancel

1.1 The 14-Day Cooling-Off Period

As a UK consumer purchasing goods online, you have a statutory right to cancel your order within 14 calendar days of receiving your goods, without giving any reason. This is your legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

 

The 14-day cancellation period begins on the day after you (or someone you nominate) receive the last item in your order. For orders containing multiple items dispatched separately, the period begins from the day after the last item is received.

 

1.2 How to Exercise Your Right to Cancel

To cancel your order within the 14-day cooling-off period, you must notify us clearly in writing before the period expires. You can do this by emailing us at info@blueprintsbyavana.com with your name, order number, and a clear statement that you wish to cancel your order.

 

We will acknowledge receipt of your cancellation request promptly. Once you have notified us of your intention to cancel, you must return the goods to us within 14 calendar days.

Tip: Keep a copy of the email for your records.

 

1.3 Items Excluded from the Right to Cancel

The following items are excluded from the 14-day cancellation right under the Consumer Contracts Regulations and cannot be returned under this section (though your rights in respect of faulty or misdescribed goods still apply - see Section 4):

• Personalised items that have been made to your specification or are clearly personalised;

• Custom-printed or made-to-order products where production has already begun;

• Sealed goods which are not suitable for return due to hygiene reasons once they have been unsealed after delivery;

• Canvas and print products;

• Digital downloads or digital content that you have accessed or begun downloading.

 

2. Returns - Change of Mind

2.1 Eligibility

In addition to your statutory rights, we accept change-of-mind returns within 14 days of the date you received your order. To be eligible for a return, items must meet all of the following conditions:

• The item must be returned within 14 days of the date you received your order;

• The item must be in its original, unused, and unworn condition;

• All original tags must be attached and intact;

• The item must be in its original packaging where possible;

• The item must not have been washed, ironed, or otherwise treated;

• The item must not have been altered, embroidered, or customised after purchase.

 

We reserve the right to refuse a return or reduce the refund amount if an item is returned in a condition that does not meet the above requirements.

 

2.2 How to Initiate a Return

To return an item, please follow these steps:

• Step 1: Contact us at info@blueprintsbyavana.com within 14 days of receiving your order. Include your name, order number, the item(s) you wish to return, and the reason for your return.

• Step 2: We will respond within 3 working days to confirm your return request and provide our returns address.

• Step 3: Securely package your items and post them to the returns address provided. We strongly recommend using a tracked postal service, as we cannot accept responsibility for returns lost in transit.

• Step 4: Once we receive and inspect your return, we will process your refund or exchange within 5 working days.

 

Please do not send items back without first contacting us. Returns received without prior notification may not be processed.

 

2.3 Return Postage Costs

For change-of-mind returns, the cost of return postage is the responsibility of the customer. We do not provide prepaid return labels for change-of-mind returns. We recommend using Royal Mail Tracked or a comparable service and retaining your proof of postage. We are unable to refund return postage costs for change-of-mind returns.

 

3. Exchanges

3.1 Requesting an Exchange

We are happy to offer exchanges on eligible items for a different size, colour, or design, subject to availability. To request an exchange, please contact us at info@blueprintsbyavana.com within 14 days of receiving your order with your order number and details of the item you would like to exchange and what you would like instead.

 

Exchange items are dispatched once we have received and inspected your returned item. The same condition requirements apply to exchanges as to returns (see Section 2.1).

 

3.2 Exchange Postage

For change-of-mind exchanges, the cost of returning the original item is the customer's responsibility. We will dispatch your exchange item to you free of charge for UK orders. For international exchanges, an additional shipping charge may apply, which we will confirm with you before processing.

 

If the item you would like in exchange is of a higher value than the original item, you will be asked to pay the difference. If it is of a lower value, we will refund the difference to your original payment method.

 

3.3 Exchange Availability

Exchanges are subject to stock availability. If the item you request is not available, we will offer you a full refund instead. We cannot guarantee that a specific size, colour, or design will be in stock at the time we receive your return.

 

4. Faulty, Damaged, or Incorrect Items

You are entitled to goods that are of satisfactory quality, fit for purpose, and as described. If you believe you have received a faulty, damaged, or incorrect item, please contact us within 7 days of receipt at info@blueprintsbyavana.com, with

• Your full name and order number;

• A description of the fault, damage, or issue;

• Clear photographs showing the fault, damage, or incorrect item (including the packaging where damage in transit is suspected);

• Whether you would prefer a refund, replacement, or exchange.

 

For items damaged in transit, please report the issue within 7 days of receipt and retain the original outer packaging where possible, as it may be needed for a carrier claim.

 

We will review your report and respond within 3 working days. Where a fault or damage is confirmed, we will cover all return postage costs and arrange a full refund, replacement, or exchange at your preference.

 

4.1 Printing and Production Variations

Our products are produced with care, but please be aware that minor variations in colour, shade, or print placement may occur between different production batches. These minor variations are inherent in the production process and do not constitute a fault or defect. Colour representation on your screen may also differ slightly from the finished product due to monitor calibration.

 

If you believe a variation is significant enough to constitute a material difference from the product as described on our website, please contact us and we will assess this on a case-by-case basis.

 

5. Personalised and Made-to-Order Items

Items that have been personalised, custom-printed, or made to your specific requirements are non-returnable and non-refundable, except in the following circumstances:

• The item is faulty or defective (see Section 4);

• The item has been produced incorrectly due to an error on our part (for example, a spelling error in the personalisation that differs from what you submitted);

• The item is significantly different from how it was described on our website.

 

Because personalised items are produced especially for you, we are unable to resell them. It is therefore extremely important that you review your personalisation details carefully before completing your order. We will always produce personalised items exactly as specified at checkout and cannot be held responsible for errors in the information you provide.

 

Please double-check all names, dates, spellings, and other personalisation details before placing your order. Once production has begun, we are unable to amend or cancel personalised orders.

 

6. Sale and Discounted Items

Sale and discounted items are subject to the same returns, refund, and exchange policy as full-price items. We do not operate a 'no returns on sale items' policy. Your statutory rights apply equally to goods purchased at a reduced price.

 

Refunds on sale items will be made at the price you paid, not the original full price.

 

7. Gift Returns

If you received one of our products as a gift and would like to return or exchange it, please contact us at info@blueprintsbyavana.com. Where possible, you will need to provide the order number associated with the original purchase. The refund will be issued to the original purchaser's payment method unless we are able to make alternative arrangements.

 

If you would prefer a gift exchange rather than a refund to the purchaser, we will do our best to accommodate this, subject to stock availability. Please contact us to discuss your options.

 

8. How and When Refunds Are Issued

8.1 Refund Processing Time

Once we have received and inspected your returned item, we will notify you by email and process your refund within 5 working days of confirmation. If your return is approved, the refund will be credited to your original payment method.

 

Please allow additional time for the refund to appear in your account, depending on your bank or payment provider:

• Credit or debit card: 3–10 working days after we process the refund;

• PayPal: 3–5 working days;

• Apple Pay / Google Pay: up to 5 working days.

 

If you have not received your refund within 10 working days of receiving our refund confirmation email, please check your bank account and contact your card provider before getting in touch with us, as there can sometimes be processing delays on their end.

9. International Returns

International customers have the same rights to return goods as UK customers under this policy. However, the following additional points apply:

• The cost of returning goods from outside the UK is the responsibility of the customer for change-of-mind returns. We will cover return postage costs for faulty, damaged, or incorrectly supplied items.

• Refunds are processed in British Pounds Sterling (GBP) to your original payment method. We are not responsible for any currency conversion differences or bank fees incurred.

• Please clearly mark the outer packaging of your return as 'Returned Goods - No Commercial Value' to help avoid customs delays. Failure to do so may result in the parcel being held at customs, which could delay your refund.

• We are not responsible for any customs or import duties charged on returned parcels. If customs charges are applied to a return parcel that we are collecting, we reserve the right to deduct those charges from your refund.

 

For EU customers, please be aware that returns may take longer to reach us due to customs processing following the UK's departure from the European Union. Please allow additional time for your refund to be processed.

 

10. Cancelling an Order Before Dispatch

If you wish to cancel an order that has not yet been dispatched, please contact us as soon as possible at info@blueprintsbyavana.com with your order number. We will do our best to cancel the order before it is processed for dispatch.

 

If your order has already been dispatched by the time we receive your cancellation request, we are unable to recall the parcel. In this case, you will need to follow our standard returns process once the order has been delivered.

 

For personalised or made-to-order items where production has already begun, we are unable to cancel the order. Please contact us as early as possible if you change your mind about a personalised item.

 

11. Non-Returnable Items - Summary

For clarity, the following items cannot be returned, refunded, or exchanged under our change-of-mind policy. Your statutory rights in the case of faulty or misdescribed goods continue to apply.

• Personalised or custom-made items (unless faulty or produced incorrectly by us);

• Items that have been worn, washed, used, or altered in any way;

• Items with tags removed or packaging that has been damaged beyond what is necessary to inspect the item;

• Digital downloads or digital content once accessed or downloaded;

• Items returned outside the 14-day return window (unless faulty — see Section 4);

• Items that have been damaged due to misuse, neglect, accidental damage, or normal wear and tear after delivery.

 

12. Contact Us

Our team is always happy to help. If you have a question about your order, a return, or a refund, please do not hesitate to get in touch:

 

Email: info@blueprintsbyavana.com

Website: www.blueprintsbyavana.com

 

We aim to respond to all returns and refund enquiries within 3 working days. Please include your order number in all correspondence to help us assist you as quickly as possible.