Refund policy

Returns & Refunds

Last updated: 3 September 2026

Your right to cancel

If you are a consumer, you have the right to cancel your order within 14 days of receiving it, without giving any reason. You then have a further 14 days from telling us to send the goods back.

To cancel, email sales@lithobee.com with your order number. You do not need to give a reason, though it helps us improve if you do.

Our 30-day returns window

We go beyond the statutory minimum. You may return any item within 30 days of delivery, provided it is in its original condition and packaging.

Who pays return postage

If you are returning an item because you have changed your mind, you are responsible for the cost of returning it to us. We recommend using a tracked service and retaining proof of postage, as we cannot refund items that do not reach us.

If an item is faulty, damaged in transit, or not as described, we cover the full cost of return. Contact us before sending anything back and we will arrange it.

Condition of returned goods

You may handle the goods as you would in a shop to establish their nature and characteristics. If goods are handled beyond that and their value is reduced as a result, we may reduce your refund accordingly.

Faulty or damaged items

Under the Consumer Rights Act 2015, if an item is faulty you have 30 days from delivery to reject it for a full refund. After 30 days, we will repair or replace it. Prints and frames occasionally suffer damage in transit despite careful packing — if yours arrives damaged, send us a photograph and we will put it right without requiring the item back where a photograph is sufficient.

Your refund

Once we receive and inspect your return, we will refund you within 14 days using the same payment method you used to order. Where you cancel under your statutory right, your refund includes the standard outbound delivery charge you originally paid. If you chose an upgraded delivery service, we refund the standard rate rather than the premium.

Late or missing refunds

We issue refunds as soon as your return is approved, and the money leaves our account immediately. If you have not seen it, check your bank account, then contact your card issuer — card companies can take up to 30 days to post a refund. If you have done both and still have nothing, contact us and we will chase it.

Items that cannot be returned

The statutory right to cancel does not apply to goods made to your own specification or clearly personalised. Our standard catalogue prints and frame styles are not personalised goods and can be returned in the normal way.

How to start a return

Email sales@lithobee.com with your order number and which items you are returning. We will confirm the return address and next steps.

Returns address: Lithobee Ltd., Unit 4 Wardley Industrial Estate, Holloway Drive, Worsley, Manchester, M28 2LA.

Nothing in this policy affects your statutory rights.