Returns & Refunds Policy
Last updated: 16 August 2026
At There & Back Editions, every photo book is personalised and produced specifically for each customer. We want you to love your finished book, and if something goes wrong with your order, we're here to help put it right.
Because our photo books are personalised and made to order, we do not generally accept returns or offer refunds for change of mind once an order has entered production.
This policy does not affect any statutory consumer rights that apply to you. Nothing in this policy excludes or restricts your legal rights in relation to faulty, damaged, incorrect or misdescribed goods, or other rights that cannot legally be excluded or restricted.
Personalised products and change-of-mind cancellations
Our photo books are personalised and made specifically following your order.
For this reason, we do not generally accept returns or cancellations for change of mind once an order has entered production.
This includes situations where:
- you have changed your mind about your purchase;
- you no longer want the photo book;
- you would prefer a different destination or cover design;
- you entered incorrect personalisation details;
- you uploaded or selected the wrong photographs; or
- you decide that you would prefer a different design after placing your order.
Before completing your purchase, please carefully check your chosen product, cover title, year, photographs and delivery address.
For UK customers, personalised or custom-made goods can fall outside the normal 14-day online cancellation right. This does not remove your rights where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.
Customers in the USA and Canada may have different consumer rights depending on the circumstances of the purchase and, where applicable, state or provincial law. Nothing in this policy is intended to restrict those rights.
Changes or cancellations before production
If you need to make a change to your order, please contact us as soon as possible at:
support@thereandbackeditions.com
We will do our best to help, but personalised orders may enter production quickly and we cannot guarantee that changes or cancellations will be possible after an order has been submitted for production.
If we are able to cancel an order before production begins, we will confirm whether a refund is available and, where applicable, process it to the original payment method.
Damaged, defective or incorrect products
Please inspect your photo book when it arrives.
If your order arrives:
- damaged;
- defective;
- materially different from the product you ordered; or
- with the wrong product or quantity,
please contact us at:
support@thereandbackeditions.com
Please provide:
- your order number;
- a description of the issue; and
- clear photographs of the book and, where relevant, its packaging.
Please contact us within 14 days where possible
We ask that you contact us within 14 calendar days of receiving your order wherever possible. This allows us to investigate the problem promptly and gives us the best opportunity to arrange a replacement or other appropriate remedy.
The 14-day period is a recommended reporting timeframe and is not intended to remove or restrict any statutory consumer rights you may have.
Our print partner generally allows issues involving damaged or defective products to be reported within 30 days of receipt, subject to its applicable quality process.
If your claim is accepted, we will work with our production partner to arrange an appropriate resolution. Depending on the circumstances, this may include:
- a complimentary replacement; or
- a refund where a replacement is not feasible or where applicable law requires a refund.
We will not ask you to arrange a return directly to our print supplier unless we specifically instruct you to do so.
For UK customers, statutory consumer protections apply to goods that are faulty, not as described or otherwise fail to meet the required standards.
Lost or missing orders
If your order has not arrived by the estimated delivery date, please first check your tracking information and allow a reasonable amount of additional time for carrier delays or tracking updates.
If you believe your order has been lost, please contact:
support@thereandbackeditions.com
We recommend contacting us as soon as possible and, ideally, within 14 calendar days of the estimated delivery date.
Our fulfilment partner currently requires lost-order claims to be raised within 30 days of the estimated delivery date.
We will investigate the shipment and, where the order qualifies for a remedy, arrange an appropriate resolution, which may include a replacement or refund.
If tracking states that an order has been delivered to the address provided at checkout but you have not received it, please contact us. We may need to investigate the delivery with the carrier before determining the appropriate resolution.
Orders returned to the sender
An order may be returned by a carrier for reasons including:
- an incorrect or incomplete delivery address;
- the recipient rejecting the delivery;
- the package being unclaimed; or
- the carrier being unable to complete delivery.
Please make sure your delivery address is complete and accurate before placing your order.
Where an order is returned because an incorrect or incomplete address was provided, or because the recipient rejected or failed to collect the shipment, additional shipping or re-order costs may apply.
If an order is returned to the sender for another reason, please contact us at support@thereandbackeditions.com so that we can investigate the circumstances and determine the appropriate resolution.
Our fulfilment partner's current guidance states that orders returned because of incorrect addresses or recipient rejection generally require a new order, while other return-to-sender circumstances may be handled differently.
Personalisation and customer-supplied content
You are responsible for checking your photographs, cover personalisation, title, year and delivery address before completing your order.
Because each book is produced specifically for you, we cannot normally replace or refund a book where the issue results from information, photographs or personalisation details supplied incorrectly by the customer.
If you notice a mistake immediately after placing your order, please contact us straight away. If production has not yet started, we will do our best to see whether the order can be amended or cancelled.
Once production has begun, changes may no longer be possible.
Printing and colour variations
We carefully prepare our products for printing, but the final printed product may differ slightly from what you see on a screen.
Minor differences can result from screen calibration, printing equipment, paper characteristics and normal print-production variations.
Our print partner notes that colour consistency can vary due to factors including printing machines, machine settings, paper types, humidity and other production conditions.
Minor variations that fall within normal production tolerances will not necessarily constitute a defect.
However, if you believe your book has a significant printing or quality problem, please contact us with photographs and we will investigate it.
Delivery times and delays
We provide estimated delivery information at the relevant stages of the shopping and checkout process.
Delivery estimates are not intended to guarantee a specific arrival date unless expressly stated otherwise.
If your order is significantly delayed or cannot be delivered within the timeframe communicated to you, please contact us at support@thereandbackeditions.com and we will investigate the situation and explain the available options.
For customers in the USA, applicable rules may require additional remedies where an order cannot be shipped within the promised timeframe. We will comply with applicable requirements.
Refunds
Where a refund is agreed or required, it will normally be made to the original payment method used for the order.
The time it takes for a refund to appear in your account may depend on your bank, card provider or payment service.
Where applicable law requires a refund to be issued within a particular timeframe, we will comply with that requirement.
Exchanges
Because our products are personalised and made to order, we do not generally offer exchanges for change of mind or customer preference.
Where an item is defective, damaged, incorrect or otherwise qualifies for a remedy, we may arrange a replacement rather than an exchange, depending on the circumstances.
Any replacement will normally be produced specifically to correct the original issue.
Your statutory consumer rights
This policy does not exclude, restrict or replace any consumer rights that cannot legally be excluded or restricted.
Depending on where you live, you may have legal rights relating to goods that are:
- faulty or defective;
- not as described;
- not fit for their intended purpose; or
- not delivered as agreed.
UK customers have statutory rights regarding the quality, description and fitness for purpose of goods, and businesses cannot contract out of those rights.
Canadian consumer rights can vary by province or territory. Canadian federal guidance states that businesses generally do not have to accept ordinary returns unless goods are defective, but applicable provincial or territorial protections may also apply.
For customers in the USA, applicable federal and state consumer protection laws may apply depending on the circumstances of the purchase.
Nothing in this policy is intended to limit any mandatory rights available to you under applicable law.
How to contact us
For questions about an order, cancellation, personalisation, damage, defects, delivery problems or refunds, please contact:
There & Back Editions
Email: support@thereandbackeditions.com
Please include your order number wherever possible so that we can locate your order and assist you as quickly as possible.
We aim to respond to customer enquiries as promptly as possible and will work with you to find an appropriate resolution where something has gone wrong with your order.