Returns & refunds
Every Carmello Prints star map is made to order and personalised to the exact place, date, time and wording you choose. This policy explains your rights and ours. It does not affect your statutory rights under UK consumer law.
When you contact us about an order, quote your order reference. It looks like CP-XXXXXXXX and is shown on your confirmation page after payment.
Personalised items and the right to cancel
Because each print is made to your specification, it is exempt from the standard 14-day “change of mind” cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Once your order has gone into production we are unable to cancel, change or refund it for change of mind.
We print exactly what you enter and exactly what you see in the live preview, so please check your details carefully before paying. Orders go to production quickly, often within minutes. Spot a mistake? Email hello@carmelloprints.com immediately with your reference and we will try, but we cannot guarantee changes once printing has begun.
If something is wrong with your order
Your statutory rights under the Consumer Rights Act 2015 are unaffected. If your print arrives faulty, damaged in transit, or not as described, you are entitled to a repair, replacement or refund. Within 30 days of delivery you also have the statutory short-term right to reject faulty goods for a full refund, and your remedies under the Consumer Rights Act 2015 continue beyond those 30 days.
Email hello@carmelloprints.com with your order reference (CP-XXXXXXXX) and tell us what is wrong. Photos are not required, but they help us sort it fastest. In most cases we will simply reprint and resend your order, or refund you, without needing the original returned.
Digital downloads
Digital star maps are delivered immediately. By completing your purchase you ask us to supply the file straight away and acknowledge that you lose the right to cancel once the download has begun (Consumer Contracts Regulations 2013, reg. 37). If a file is faulty or will not open, contact us and we will fix it or refund you.
If you have paid for a digital star map and have not yet started the download, you may still cancel. Email hello@carmelloprints.com with your reference, or use the model cancellation form below.
Model cancellation form
You can use this form to cancel where a cancellation right applies, but you do not have to.
To Carmello & John Ltd, 4th Floor Office, 205 Regent Street, London, W1B 4HB, hello@carmelloprints.com:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
If we cannot agree
We are not members of an alternative dispute resolution (ADR) scheme. If we reach a deadlock, you can seek free advice from Citizens Advice (citizensadvice.org.uk) or bring a claim through the courts.
Refunds
Where a refund is due, we issue it to your original payment method, normally within 14 days of agreeing it with you.
Contact
Carmello & John Ltd, a company registered in England & Wales (no. 17159080), registered office 4th Floor Office, 205 Regent Street, London, W1B 4HB. Email hello@carmelloprints.com.