Refund and Returns Policy

The whole policy, in four lines

• 7 days. The clock starts the day the print is delivered to you.
• One photo is enough. Not a form, not an account, not a returns label. One photograph of the problem and your order number.
• Nothing goes back. We do not ask you to return a print. Posting a large-format print costs more than reprinting it and usually damages it on the way. Keep it.
• Change of mind is not covered. Your copy did not exist until you ordered it and cannot be sold to anybody else, so a print you simply decided against, or a size that turned out wrong, is not something we can take back. Say so anyway and we will read it — but that is where the guarantee stops.

Every case is reviewed. A replacement or a refund is the normal outcome for a genuine problem — but it is a decision made on what we see, not something that happens automatically. That applies to every print bought directly from Montclair Collective.

Changing or cancelling an order

The one part of this policy you can still act on, so it is here rather than at the bottom. Made to order, so the window to change your mind is short: you can change or cancel for 12 hours after ordering — email info@montclaircollective.com with your order number. After that it is on the press.

Inside that window we can cancel and refund in full, change the size, swap the print or correct the delivery address, at no charge. Once the file has gone to the press there is a physical object in the world with your name on it, and none of those are possible any more — the 7 days above then start when it reaches you.

Damaged, faulty or the wrong print

Email info@montclaircollective.com within 7 days of delivery with your order number and one photo of the problem. That is the whole requirement. If the box took a beating, a second photo of the packaging helps us argue with the courier — it is useful, not required.

Creasing, dents, tears, water marks, banding, colour shift, a visible defect in the paper or ink, or simply a different print or size than you ordered — send the photo and we will review it and come back to you, normally the same working day we see it.

Where we agree there is a fault, the usual answer is a reprint and reship at our cost. If you would rather have the money than another print, say so in the email and we will take that into account.

Framed prints

A framed print is assembled by hand for your order — the print fitted into the frame, hanging hardware attached, then packed. The frame is part of the piece, not an accessory to it.

So: a frame damaged in transit is covered. Photograph it and we replace the whole piece, print and frame together — you do not need to separate them or send anything back. A frame you have decided you do not like is not covered, in the same way and for the same reason as the print itself. If you are unsure which finish suits the room, ask us before you order and we will tell you what we would do.

Not right for another reason

Email info@montclaircollective.com within 7 days and tell us what the problem is. The scale on the wall, the tone, the crop, the finish you had in mind — say what you expected and what you got.

We read every one of those and reply. To be straight with you, and to say it in the same breath rather than three paragraphs later: this is not a change-of-mind return, and we are not promising one. Every print is produced individually for one order and cannot be put back on a shelf. What we can do is look at whether something on our side set the wrong expectation — a listing photograph, a size chart, an answer we gave you — and where it did, we will put it right. The more specific you are, the more there is for us to work with.

What to put in the email

1. Write to info@montclaircollective.com from the address you ordered with, with your order number in the subject line. If a mail app does not open for you, the contact form reaches the same inbox.
2. Say which print it is and what is wrong. Attach one photo if there is anything to see.
3. Tell us what you would like to happen — a replacement, a refund, or something else.

We reply within one business day. If we need anything else to make a decision, that reply is where we will ask for it.

If a refund is agreed

Refunds go back to the original payment method. We process them within two business days of agreeing one; your bank or card issuer then takes its own time to post the money — typically 3–10 business days, occasionally longer for an international card.

Shipping was never charged separately — it already sits inside the price you saw — so there is no separate delivery line to withhold. We email you the moment the refund leaves our end. If it has not appeared after ten business days, write to info@montclaircollective.com and we will chase the payment processor and send you the transaction reference.

Late or missing parcels

Made to order. On the press within 72h, then 8–13 days tracked. Estimated arrival: 15–20 Sep, shipping included. Occasionally a courier stalls a parcel or marks it delivered before it arrives. That is a different situation from the one above: nothing has reached you, so there is nothing to photograph and no clock running against you.

If tracking has not moved for seven days, or the parcel is marked delivered and is not with you, email info@montclaircollective.com. We open a trace with the courier and deal with them so that you do not have to. If it cannot be found, we reprint and reship at our expense — a courier’s mistake is not yours to carry.

What this does not cover

• A change of mind. The print was made for your order and cannot be resold, so deciding against it after it arrives is not covered.
• A size that turned out wrong. Every listing gives the exact dimensions in both inches and centimetres before you buy, and we will happily tell you which one suits a wall if you ask first — but a size chosen wrong is a change of mind by another name.
• A frame finish you decided against. Damage to a frame in transit is covered; preferring a different colour once it is on the wall is not.
• Damage caused after delivery — framing, mounting, handling, sunlight or moisture.
• Prints bought from a reseller or third-party marketplace rather than directly from Montclair Collective.
• Anything raised more than 7 days after delivery. Write to us anyway if it is a genuine manufacturing defect and we will look at it, but the window above is the one we work to.
• Colour differences that come down to your screen. Every monitor renders differently and a print is not backlit; our prints are colour-managed to the proof, not to your display.

Your statutory rights

This policy sits on top of the rights you already have under the consumer law that applies where you live. Nothing here removes or limits them, and nothing here is a substitute for them. In particular, the change-of-mind limit above is our policy, not a statement about your legal rights: where the law where you live gives you a cancellation right for a distance sale, you keep it, and made-to-order goods are treated in different ways in different countries.

Talk to a person

Every message goes to one inbox and gets a reply from a person, usually within one business day: info@montclaircollective.com, or the contact form if a mail app will not open for you — which happens often on a phone, inside Instagram or Facebook.