Refund policy

Photographic Prints

All photographic prints are made to order, therefore purchases of photographic prints are final. We are unable to accept exchanges or refunds for a change of mind. This does not affect your rights under the Consumer Guarantees Act 1993. If your print has been damaged in transit or you have a quality concern, please notify us as soon as possible, ideally within 7 days of receiving the print, by emailing hello@rachelmataira.com, so we can assist you promptly and process any claim with the courier. This timeframe is to help with transit-damage claims and does not limit your rights under the Consumer Guarantees Act 1993 for other quality issues.

Please keep all original packaging and the print as we may require photos or the original print to process your claim.

Framed Photographic Prints

All framed photographic prints are made to order, therefore purchases of framed prints are final. We are unable to accept exchanges or refunds for a change of mind. This does not affect your rights under the Consumer Guarantees Act 1993. We take all precautions to ensure your framed print arrives safely.

If your framed print has been damaged in transit, please contact hello@rachelmataira.com as soon as possible, ideally within 7 days of receiving it. Please keep all original packaging and the framed print as we may require photos or the original framed print to process your claim with the courier companies.

Your Rights Under the Consumer Guarantees Act 1993

If a print or framed print is faulty, not of acceptable quality, or does not match its description, you are entitled to a repair, replacement or refund, and in some cases compensation. See our full Returns & Refunds Policy for details.

Photographic Print Care Instructions

To ensure the longevity of your photographic print we recommend the following:

  • Keep your print out of direct sunlight
  • Frame your print with UV protection glass
  • Store and display your print away from sources of moisture such as kitchens and bathrooms
  • Have it framed by a professional framer
  • Ensure adequate hanging materials are used when hanging on your wall

For example, check the weight of the print and ensure that your chosen method of hanging supports this. Please take particular care when hanging above beds, couches and seating areas.