This policy explains your rights when you order physical goods from the Tales from Davidstown online shop at https://talesfromdavidstown.com/.
The shop is operated by RO Pictures Limited, trading as Tales from Davidstown.
RO Pictures Limited is the retailer responsible for your order. We use Printful to produce and dispatch products on our behalf, but your contract is with RO Pictures Limited. Please contact us rather than Printful if there is a problem with your order.
Nothing in this policy limits your statutory consumer rights.
To request a cancellation, return, refund or replacement, email tfd@ropicturesuk.com.
Please include:
Your name
Your order number
The item concerned
The reason for contacting us
Clear photographs if the item is damaged, defective, misprinted or incorrect
A photograph of the packaging and delivery label where relevant
Please do not send an item to our registered office or directly to Printful unless we have provided return instructions.
We will confirm whether a return is required and provide the correct return address.
If you are a consumer who purchases a standard, non-personalised product online, you normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days after the day on which you, or someone nominated by you, receives the goods.
If one order is delivered in separate parts on different days, the cancellation period runs from the day after you receive the final part.
You may cancel by:
Emailing tfd@ropicturesuk.com with a clear statement that you wish to cancel
Using the model cancellation form at the end of this policy
After telling us that you wish to cancel, you must return the item within 14 days.
Unless the item is faulty, damaged, misprinted, incorrect or not as described, you are responsible for the direct cost of returning it. We recommend using a tracked service and retaining proof of postage.
You may inspect an item as you would in a shop. This includes trying on clothing. You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to check the item’s nature, characteristics and fit. Where the law permits, we may reduce the refund to reflect this loss in value.
If you cancel the whole order, we will refund:
The price paid for the returned goods
The cost of our least expensive standard delivery option
If you selected a more expensive delivery service, we will not refund the difference between that service and our standard delivery charge.
If you cancel only part of an order, we will refund the original delivery charge only where required by law.
We may withhold the refund until we receive the goods or you provide evidence that you returned them, whichever happens first.
Most products sold through our shop are produced after an order is placed.
A standard Tales from Davidstown product is not considered personalised merely because Printful produces it on demand.
Choosing from standard options such as size, colour or an existing Tales from Davidstown design does not make a product personalised.
Standard, non-personalised products remain covered by the cancellation rights described in section 3.
The 14-day change-of-mind right does not apply to goods made to your specifications or clearly personalised.
This may include products printed with:
A name
A personal message
Customer-supplied artwork
A design created specifically for you
This exclusion does not apply where an item is faulty, damaged, misprinted, incorrect or not as described.
Goods must be:
Of satisfactory quality
Fit for their normal purpose
As described
Consistent with any approved sample or design where applicable
Please inspect your order when it arrives and contact us as soon as possible if an item is:
Damaged
Defective
Misprinted
Not as described
Different from the item ordered
Missing components
Where reasonably possible, provide clear photographs showing:
The full item
The fault, damage or printing problem
The packaging
The delivery label
Printful asks us to submit quality claims within 30 days of delivery. Contacting us within this period helps us arrange a refund or replacement quickly.
Printful’s 30-day claim period does not replace or reduce your statutory rights against RO Pictures Limited.
If you reject faulty goods within the statutory 30-day short-term right to reject, you may be entitled to a full refund.
You may choose to request a repair or replacement instead, where this is possible and proportionate.
After the first 30 days, we will normally offer a repair or replacement before providing a refund. As most products are printed on demand, a replacement will usually be the suitable remedy.
If a repair or replacement:
Is impossible
Is unsuccessful
Is not completed within a reasonable time
Causes significant inconvenience
You may be entitled to a price reduction or the final right to reject the goods and receive a refund.
If a fault appears within six months of delivery, it will generally be treated as having existed at the time of delivery unless we can show otherwise.
After six months, we may ask you to show that the fault existed when the item was delivered.
These time periods do not mean that products must last for only six months. Customers may have longer rights depending on the product, the fault and the circumstances.
If a return is required because the goods are faulty, damaged, incorrect or not as described, we will provide instructions and cover the reasonable return cost.
Do not return a faulty item unless we ask you to. Printful does not normally require damaged, defective or misprinted items to be returned once a claim has been approved.
Please check the product description and size guide before ordering.
We do not offer direct size or colour exchanges because each replacement must be produced as a new order.
For standard, non-personalised products, you may:
Use the 14-day cancellation process
Return the original item following our instructions
Place a new order for the preferred size or colour
You will normally be responsible for the return cost and the delivery cost of the new order where the original item was supplied correctly.
A minor difference between the colour displayed on a screen and the finished product will not normally be considered a defect because screens display colours differently.
This does not apply if:
You receive the wrong colour
The finished product differs materially from its description
A printing or production error has occurred
Personalised products cannot be returned because you selected the wrong size or colour unless the product is faulty, incorrect or not as described.
Contact us immediately if you want to:
Cancel an order
Change the size or colour
Correct the delivery address
Printful may begin production shortly after an order is placed, so we cannot guarantee that a change can be made.
If a standard, non-personalised order has already entered production or been dispatched, your statutory cancellation rights remain unchanged. We may ask you to return the goods after delivery.
Orders for genuinely personalised or custom-made goods may not be cancelled once production has started unless the goods are faulty or we agree otherwise.
The estimated delivery date shown during checkout is an estimate unless we expressly agree that a particular date is guaranteed.
Unless another delivery period has been agreed, goods should normally be delivered within 30 days after the order is accepted.
If delivery is delayed, please check the tracking information and contact us.
If we miss an agreed delivery deadline that was essential, or tell you that we will not deliver the order, you may have the right to cancel the order immediately.
In other cases, you may ask us to deliver within a further reasonable period. If we fail to do so, you may cancel the affected order and receive a refund.
Please report a parcel that may be lost no later than 30 days after the estimated delivery date. This allows us to raise a claim with Printful and the carrier within their claim period.
This request does not reduce your statutory rights.
If tracking shows that a parcel was delivered but you cannot find it, please check:
The delivery address on your order
Any safe place recorded by the carrier
Whether a neighbour or member of your household accepted it
The carrier’s tracking information
Your local delivery office
We will review the tracking information and work with Printful or the carrier to determine the appropriate outcome.
You are responsible for providing a complete and accurate delivery address.
Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after an order enters production or fulfilment.
If a parcel is returned because:
The address supplied was incomplete or incorrect
The parcel was not collected
Customs charges were not paid
We may ask you to pay the cost of reshipping it.
Printful normally holds unclaimed returned orders for 30 days. If reshipping is not arranged during that period, Printful may donate the goods to charity and they may no longer be available.
If the delivery problem was caused by an error made by us or Printful, we will not charge you for reshipping.
If you do not want a returned parcel to be reshipped, contact us. We will process the order in line with your cancellation and refund rights. Any deduction will only be made where permitted by law.
The change-of-mind right does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been broken.
This may include sealed products such as:
Face coverings
Underwear
Other sealed personal-use products
Your rights remain unchanged if the item is faulty, damaged, incorrect or not as described.
Approved refunds will be made to the payment method used for the original order unless we expressly agree otherwise.
We will not charge an administration or restocking fee when you exercise a statutory right.
For change-of-mind cancellations, refunds will be issued within 14 days after:
We receive the returned goods
You provide evidence that you returned them, if earlier
For refunds relating to the statutory right to reject faulty goods, we will issue the refund without undue delay and within 14 days after agreeing that you are entitled to it.
Your bank or payment provider may take several working days to display the refund after we issue it.
This policy describes the rights provided under UK law.
If you live in another country, mandatory consumer laws in your country may give you further rights. Nothing in this policy removes rights that cannot legally be excluded.
Customers ordering from outside the UK remain responsible for following any customs return procedures that apply.
RO Pictures Limited
Trading as Tales from Davidstown
Company number: 13394079
VAT registration number: GB385966137
Registered office: 2 Forest Farm Business Park, Fulford, York, North Yorkshire, YO19 4RH, United Kingdom
Email: tfd@ropicturesuk.com
Website: https://talesfromdavidstown.com/
The registered office is not a general returns address. Please contact us before returning anything.
This policy operates alongside your statutory rights, including rights under:
The Consumer Rights Act 2015
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Complete and send this form only if you wish to cancel your contract.
To:
RO Pictures Limited
2 Forest Farm Business Park
Fulford
York
North Yorkshire
YO19 4RH
United Kingdom
Email: tfd@ropicturesuk.com
I give notice that I cancel my contract for the sale of the following goods:
Order number:
Goods ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Signature, if this form is sent on paper:
Date:
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