Refund policy

Last updated: 13th March 2026

At Studio CHJ, many of our products are made to order and personalised especially for you. Because of this, our returns and refund policy is slightly different from that of a standard retail store. This policy explains when returns, refunds and replacements are available.

1. Personalised and made-to-order items

As most Studio CHJ products are personalised or created to your specifications, we do not accept returns or offer refunds for change of mind once an order has been placed and production has started. This includes orders customised with names, wording, uploaded photos, selected frame colours, or other bespoke details. Under the Consumer Contracts Regulations, goods made to a consumer’s specifications or clearly personalised are generally excluded from the normal cancellation right.

2. Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or not as described, please contact us as soon as possible at hello@studio.chj.com with your order number, a description of the issue, and clear photographs where possible. If an item is faulty or not as described, customers have statutory rights to a repair, replacement, price reduction or refund depending on the circumstances.

3. Short-term right to reject faulty goods

Where goods do not conform to the contract, UK consumer law provides a short-term right to reject in many cases, with a minimum time limit of 30 days beginning after delivery and other relevant steps are completed. If this applies, a customer may be entitled to a refund.

4. Replacements and refunds

If we confirm that your item is faulty, damaged in transit, or incorrect due to our error, we may offer one of the following remedies, depending on the situation:

  • a replacement item

  • a repair, where appropriate

  • a full or partial refund

Any refund will be made to the original payment method. Where a refund is due under consumer law, it must be provided without undue delay, and specific timing rules apply depending on the remedy and circumstances.

5. Proof approvals

If your order includes a proof approval stage, it is your responsibility to check all details carefully before approving the artwork. Once a proof has been approved, we cannot accept responsibility for spelling mistakes, date errors, wording issues, or other details that were visible on the proof and approved by you. This does not affect your rights if the final product differs from the approved proof or is otherwise faulty.

6. Customer errors

We are unable to offer refunds or free replacements where an error has been made in the information supplied by the customer, including incorrect spelling, names, dates, addresses, uploaded images, or selected options, unless we have not yet started production and are able to amend the order at our discretion. Because these items are personalised, the usual cancellation rights generally do not apply once production is underway.

7. Non-personalised items, if available

If Studio CHJ sells any non-personalised items, you may choose to offer returns on those items within 14 days of delivery, provided they are unused, in their original condition, and returned in their original packaging. For distance sales, the standard cancellation period is generally 14 days from the day after delivery unless an exception applies. If you include this section, it should reflect your actual goodwill policy and fulfil the statutory minimum where relevant.

8. Return process

To report a problem or request a return, please contact us at [insert email address] and include:

  • your full name

  • your order number

  • a brief description of the issue

  • photographs of the item and packaging, if relevant

We will review your request and respond as soon as possible with the next steps. If a return is agreed, we will let you know how and where to send the item.

9. Return shipping

If an item is being returned because it is faulty, damaged, or incorrect, we will cover reasonable return costs where required by law. If a return is accepted for any other reason on a discretionary basis, the customer may be responsible for return postage unless we state otherwise. UK law says traders must bear reasonable return costs where goods are rejected under the relevant statutory right to reject.

10. Contact us

For any refund or returns enquiries, please contact:

Studio CHJ
Email: hello@studiochj.com
Website: studiochj.com