DHXART CUSTOMER CARE
Returns & refunds
We want every order to arrive as expected. This page explains how we handle cancellations, returns and issues with an order in a clear, fair way.
Change of mind returns
Items made to your specifications or clearly personalised are normally not eligible for cancellation or return simply because you have changed your mind.
14-day cancellation period
For eligible non-personalised goods bought online, tell us within 14 days of delivery if you wish to cancel. You then have a further 14 days to send the item back.
We will help put it right
If an item is faulty, damaged, incorrect or not as described, contact us promptly. Your statutory rights are not affected by this policy.
When a return is possible
Non-personalised products
If you change your mind about an eligible non-personalised item, email us within 14 days of receiving it. Please take reasonable care of the item and return it with its original packaging where possible. You may inspect it as you would in a shop; a reduction may apply only where handling goes beyond that.
Personalised and made-to-order products
Most DHXart products are produced to the customer’s choices, including personalised print, text, design, size, colour or other specifications. These items are normally exempt from the change-of-mind cancellation right. Where a proof is provided before production, the order remains on hold until you approve it in My Account. Once you select Approve & Send to Production, the approved design is released to production and further artwork changes, design changes or cancellations can normally no longer be accepted. This never removes your rights if the item is faulty, incorrectly made, not as described or differs from the confirmed order.
Faulty, damaged or incorrect items
Please email us as soon as possible with your order number, a short description and clear photographs where helpful. We will assess the issue and arrange the appropriate remedy, which may be a replacement, repair or refund.
How to request a return or refund
- Email support@dhxart.com with your order number, name and the reason for contacting us.
- For a change-of-mind cancellation of an eligible standard item, clearly state that you wish to cancel. For a fault or delivery issue, please explain what happened and attach photos if you can.
- Wait for our reply before posting anything back. We will confirm the next steps, including the return address if required.
- Use a suitable tracked service for valuable returns and keep your proof of postage until the matter is resolved.
Return postage & delivery charges
For an eligible change-of-mind return, the customer is normally responsible for the return postage cost. If the item is faulty, damaged, incorrect or not as described, we will cover or reimburse reasonable return costs where appropriate.
Where a cancellation refund is due, we refund the applicable order amount and standard delivery charge in line with the relevant consumer rules. Any upgrade to a premium delivery service may not be refundable beyond the standard delivery cost.
Refund timing
Refunds are made to the original payment method. For eligible cancellation returns, we will process the refund after the item is received back or after you provide evidence that it has been sent, whichever applies.
Your bank or payment provider may need additional time to show the refund in your account.
Cancel an eligible order
If your purchase is not personalised or made to order, email support@dhxart.com within 14 days of delivery. You can write in your own words or copy the simple template below.
Refund method: Any eligible refund is made using the same payment method used for the original purchase. We process the refund after the return is received, or after you provide evidence that it has been sent back, as applicable.
DHXart
1–2 Kimberley Street
Wakefield
WF1 5PX
United Kingdom
Email subject: Cancellation request – Order [number]
To: support@dhxart.com
Hello DHXart team,
I would like to cancel the following item(s): [item name(s)]
Order number: [order number]
Order received on: [date]
Name: [your name]
Delivery address: [your address]
Kind regards,
[your name]
Please note: this cancellation right does not normally apply to made-to-order or clearly personalised goods. If an item is faulty, damaged or not as described, contact us and we will help.
Important: Sale or discounted items have the same consumer rights as full-price items. This policy does not exclude or limit any statutory right you may have.
This policy applies to DHXart online orders. Customers in the EEA may also have mandatory local consumer protections. Nothing in this page overrides applicable consumer law. Last updated: 20 September 2026.