Refund policy
Last updated: 27 September 2026.
Everything we sell is made to order for you in our studio in Kettering. This page explains what happens if you change your mind, need to cancel, or something goes wrong. If you are ever unsure, email sales@henryshub.co.uk with your order number and a real person will reply.
Can I return a personalised item if I change my mind?
No, and here is why. Every item is printed with your own photo, design or words, so it cannot be sold to anyone else. Because of this, the usual 14-day right to cancel an online order does not apply to personalised goods (Consumer Contracts Regulations 2013, regulation 28(1)(b)), and we cannot take them back or refund them for change of mind.
This does not affect your legal rights if the item is faulty, damaged or not what you ordered. See My item arrived damaged, faulty or wrong below.
If we ever sell you something that is not personalised, you can cancel within 14 days of receiving it. Email us or use the cancellation form at the bottom of this page, then send it back within 14 days (you pay the return postage). We refund the item and our standard postage charge within 14 days of getting it back, or of you sending us proof of posting, whichever is sooner.
Can I change or cancel my order?
Yes, if we have not started making it. Email sales@henryshub.co.uk with your order number as soon as you can. If we have not started, we will change or cancel the order and refund you in full, to the payment method you used.
We start quickly so that Standard orders are posted within 2 working days, and Priority orders are started straight away. Once printing has begun we cannot change the design, product or size, or cancel the order. We can still correct your delivery address at any time before we post the parcel.
Design credit packs are different: see Design credits below.
My item arrived damaged, faulty or wrong
We are sorry. We will put it right.
- Email sales@henryshub.co.uk within 30 days of delivery with your order number.
- Attach a photo of the problem, and of the packaging if it arrived damaged.
- Tell us whether you would like a free replacement or a full refund.
We will reprint and post a replacement at no cost to you, or refund you in full including any postage you paid. Please do not post anything back until we have replied. Often the photo is all we need and you can keep or recycle the item. If we do need it back, we send you a prepaid label or refund your return postage.
By law, everything we sell must be of satisfactory quality, fit for its purpose and as described (Consumer Rights Act 2015). After 30 days you can still ask us to repair or replace a faulty item, and for the first six months it is for us to show that the fault was not there when it was delivered. Nothing on this page reduces these rights.
When will I get my refund?
Within 14 days of us agreeing the refund, and usually much sooner. Refunds go back to the payment method you used. Your bank or card provider may take a few days to show it.
Will the print look exactly like the preview?
Very close. The preview is a guide. Printed colours can differ slightly from your screen, because every screen shows colour differently and ink on fabric, ceramic or metal is not a backlit screen. A small colour difference is normal and is not a fault.
What prints is the design you approved, at the size shown. If the photo you uploaded was small or blurry, or the crop you chose cut something off, the print will show that too, and that is not a fault we can refund. If we think a file will print badly we may email you before printing. If you would like a second opinion before you order, email us the photo.
My order has not arrived
We email you when your order is posted, with tracking where the service has it. Royal Mail usually delivers within 1 to 3 working days of posting. If your parcel has not arrived within 5 working days of our posting email, email sales@henryshub.co.uk with your order number and we will chase Royal Mail for you.
Your order is our responsibility until it reaches you. If it is lost, we reprint and post a replacement or refund you in full, whichever you prefer. Royal Mail only treats a parcel as lost once 10 working days have passed after the day it was due, so we may ask you to wait until then before we resend.
Please check the address on your order confirmation. If it was wrong or incomplete and the parcel comes back to us, we will post it again, but we may ask you to pay the postage a second time. Full delivery details are in our Shipping policy.
Design credits
Design credits unlock designs in our design studio. They are digital content, not a physical product, so different rules apply. Our Terms of service explain how credits work.
- Credits are added to your studio account (the email address you verified in the studio, or the email you use at checkout if you have not verified one) as soon as you pay. Please check the "Credits go to" line before you buy, because they cannot be moved afterwards.
- You can cancel a credit pack within 14 days of buying it by emailing sales@henryshub.co.uk with your order number, or by using the cancellation form below. We refund it within 14 days, to the payment method you used.
- After those 14 days, credits are not refundable, whether used or unused. We do not refund a credit because you did not like a design: the studio makes a fresh picture every time, results vary, and you choose whether to use a design before you order anything printed.
- If a design fails because of a fault on our side, the credit is not taken, or we put it back.
- Credits never expire, have no cash value and cannot be moved to another email address, resold or exchanged for money.
- If we ever close the studio for good, we refund any unused paid credits.
Cancellation form
You only need this for a credit pack, or for any item that is not personalised, and you can simply email us instead. To Henry's Hub Ltd, 27 Ivy Road, Kettering, NN16 9TQ, United Kingdom, sales@henryshub.co.uk: I cancel my contract for the following: [what you bought]. Ordered on: [date]. Received on: [date, if it was a physical item]. Your name: [ ]. Your address: [ ]. Date: [ ].
Where to send an agreed return
Only once we have asked for it: Henry's Hub Ltd, 27 Ivy Road, Kettering, NN16 9TQ, United Kingdom. Put your order number inside the parcel. We pay the return postage for faulty, damaged or wrong items.
Complaints and how to contact us
Email sales@henryshub.co.uk with your order number. Most problems are sorted with one reply. We are not signed up to an alternative dispute resolution scheme. If we cannot put things right, you can get free advice from Citizens Advice (or Advice Direct Scotland, or Consumerline in Northern Ireland), and you can bring a claim in the courts of England and Wales (or in your local courts if you live in Scotland or Northern Ireland).
Henry's Hub is a trading name of Henry's Hub Ltd, a private limited company registered in England and Wales, company number 15947121, VAT number GB498036749. Studio, trading and returns address: 27 Ivy Road, Kettering, NN16 9TQ, United Kingdom. Registered office: Bramcote House, Ervington Court, Meridian Business Park, Leicester, LE19 1WL. Email: sales@henryshub.co.uk.