Returns & Refund Policy

Last updated: 18th February 2026

At Jarro, many of our products are custom-made or digitally delivered. Please read this policy carefully before purchasing.

1. Custom & Commissioned Artwork (Non-Refundable)

All custom, personalised, and commissioned artwork is non-refundable and non-returnable once work has begun.

This includes:

  • Custom portrait artwork

  • Personalised prints

  • Commissioned digital artwork

  • Bespoke design requests

  • Made-to-order items

Under the Consumer Contracts Regulations 2013, personalised goods are exempt from the standard 14-day cancellation period.

By placing a custom order, you agree that:

  • Work will begin based on your submitted brief

  • Refunds are not available due to change of mind

  • Minor stylistic differences do not constitute faults

  • Approval of previews (where provided) confirms acceptance of the design

If a project is cancelled before work begins, we reserve the right to deduct an administrative/design fee.

2. Digital Downloads

All digital products are non-refundable once downloaded or delivered.

By purchasing a digital file, you acknowledge:

  • You waive your 14-day cooling-off right once download access is provided

  • Digital files cannot be returned

  • Refunds will not be issued for accidental purchases

If you experience technical issues accessing your file, please contact us and we will assist.

3. Physical (Non-Custom) Products

For non-personalised physical products, you may request a return within 14 days of delivery.

To qualify:

  • The item must be unused

  • In original packaging

  • In resaleable condition

  • Returned within 14 days of notifying us

Return shipping costs are the responsibility of the customer unless the item is faulty.

4. Damaged, Incorrect or Faulty Items

If your item arrives damaged or incorrect, you must notify us within 48 hours of delivery with:

  • Order number

  • Clear photographs

  • Description of the issue

In line with the Consumer Rights Act 2015, you are entitled to a replacement or refund if goods are faulty or not as described.

We may require the item to be returned before issuing a refund or replacement.

5. Colour & Display Disclaimer

Please note:

  • Colours may vary slightly due to screen settings

  • Printed artwork may differ slightly from on-screen previews

  • Hand-finished artwork may contain minor natural variations

These do not constitute faults.

6. Chargebacks & Payment Disputes

If you initiate a chargeback without contacting us first:

  • We reserve the right to provide evidence of design approval, delivery confirmation, and communication history

  • Fraudulent chargebacks may be disputed

We encourage customers to contact us directly to resolve any issues.

7. How to Contact Us

To request support, please contact:

📧 support@jarro.co
Include your order number and full details.