Customer policies.

1. Orders, prices and payment

The minimum total order value is £15.

Standard products use the current published price list. Custom sizes, unusual finishing, extensive editing and other non-standard work are priced by quotation.

A quote is based on the specification supplied and may change if the size, quantity, finishing or file requirements change.

Full payment by bank transfer is required before production begins, unless another arrangement is confirmed in writing.

An order is accepted when the specification has been confirmed and cleared payment has been received.

2. Files and included preparation

Customers should send the original or highest-quality available image file. Basic preparation is included: resolution checking, cropping, resizing and basic colour or exposure correction where appropriate.

Retouching, restoration, compositing, background removal and other substantial editing are not included and will be quoted separately before work begins.

3. Size, crop and approval

The customer must confirm the product, finished size, quantity, finish, crop and any canvas edge or framing choices.

An image may not match the chosen print shape. Where cropping is needed, Marble Print Studio will explain or show the proposed crop before production when the change is material.

Production begins only after the customer has approved the specification. Approval by email, message or signed order form is acceptable.

A reprint is not automatically due because the customer later prefers a different crop or size that was correctly produced from the approved specification.

4. Image quality

Files are checked for resolution and obvious quality risks. A small, compressed, blurred, noisy or heavily edited file may not produce a sharp print, especially at larger sizes.

If a material concern is identified, Marble Print Studio will recommend a smaller size, a replacement file or cancellation before production. If the customer asks to proceed after a clear warning, the warned limitation is not treated as a production fault. This does not affect rights relating to faults caused by Marble Print Studio.

5. Colour and appearance

Screens and prints reproduce colour differently. Screen brightness, calibration, room lighting, paper surface, canvas texture and optical brighteners can all affect appearance. Gloss, lustre, matt, smooth cotton and textured paper will therefore look slightly different from one another and from an on-screen preview.

Reasonable variations in colour, brightness, contrast, texture and surface appearance are not defects. This clause does not cover an incorrect product, a production error or a result that falls outside reasonable professional tolerances.

6. Turnaround, collection and delivery

Turnaround starts after the specification is approved and payment has cleared. These are targets, not guaranteed deadlines. Any known delay will be communicated as soon as reasonably possible.

Free collection by appointment from 2 Pensarn, Llanddona, Anglesey, LL58 8TU. Delivery across Anglesey and the Bangor and Caernarfon areas is free for orders of £50 or more, or £7.50 below £50, based on order value before delivery charges. Delivery availability and timing are confirmed using the postcode before payment. Other locations and postal delivery are quoted individually. Please check your order promptly after handover and contact Marble Print Studio if there is a problem.

7. Changes and cancellation

You may cancel for a full refund before file preparation or production begins.

Prints made using your own photographs or artwork are personalised products and are normally excluded from the statutory 14-day change-of-mind cancellation right. Once preparation or production has started, please contact us promptly: we will explain whether changes or cancellation are possible and any associated costs before you agree.

If we cannot fulfil your order, you may choose an agreed alternative or receive a refund for the unfulfilled order.

This does not affect your legal rights if your order is faulty, not as described or not fit for purpose.

8. Reprints, faults and refunds

If Marble Print Studio has made a production error, supplied the wrong specification, or the item is faulty, it will provide the remedy required by law. Depending on the circumstances, this may be a reprint, repair, replacement, price reduction or refund.

Please report visible damage or an obvious error promptly—preferably within 48 hours—using photographs where practical. The 48-hour request helps investigation and is not a limit on statutory rights.

A complimentary reprint is not normally provided for:

a crop, size, paper, canvas edge or frame option that matches the approved specification;

a customer-file defect or quality limitation that was not caused by Marble Print Studio;

a limitation that was clearly explained before the customer chose to proceed; or

reasonable colour or finishing variation described in these policies.

9. Production and finishing tolerances

Canvas orders include two hanging fittings, four corner protectors and an appropriate cross brace where required. Protective varnish is supplied only when selected and shown on the order.

10. Framed prints

Framed products use IKEA RÖDALM frames in the colour and size confirmed on the order. IKEA-supplied mounts are used where appropriate. The customer should confirm whether the print is to be mounted or fitted without a mount.

Frames should be handled carefully and hung using fixings suitable for the wall type and finished weight. Marble Print Studio is not responsible for damage caused by unsuitable wall fixings, incorrect installation or handling after collection.

11. Uncollected orders

Marble Print Studio will notify the customer when the order is ready and may send reasonable reminders. Completed orders will normally be held for 90 days. If an order remains uncollected, Marble Print Studio will give written notice before taking any further action permitted by law. Payment does not transfer responsibility for arranging collection to Marble Print Studio.

12. File retention and privacy

Marble Print Studio is committed to handling your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as amended. We use personal information for specified purposes, keep it secure and retain it only for as long as needed.

We use your contact details and order information to respond to your enquiry and fulfil your order. Our legal basis is taking steps at your request before a contract, and performing that contract. We retain accounting information where required by law.

Customer image files are normally retained for 90 days after collection or delivery to help resolve production issues and arrange reprints, then deleted from active storage, including Airtable attachments and studio working folders. Files needed for an unresolved complaint or a legal obligation may be retained for longer where necessary.

For enquiries that do not become orders, uploaded images are normally deleted from active storage 90 days after our last contact, unless an unresolved issue or legal obligation requires longer retention.

Copies in backups and service-provider recovery systems may remain until those systems overwrite or expire them. These copies are not retained for routine use.

Earlier deletion can be requested after collection, subject to any unresolved complaint, payment issue or legal requirement.

Order, payment and accounting records may be retained for longer where needed for administration or legal obligations.

We ask separately before using customer photographs in advertising, social media, samples or our portfolio. You can withdraw that permission at any time.

We use Airtable for enquiries, uploaded images and order tracking, and Apple iCloud for business email and synchronised files. Working copies are also stored on the studio’s Mac. These services may process information outside the UK.

You can contact enquiries@marble-print-studio.co.uk to ask about your personal information or exercise your data protection rights, including access, correction and deletion where applicable. You can also raise a concern with the Information Commissioner’s Office at ico.org.uk.

13. Copyright and acceptable content

By placing an order, the customer confirms that they own the image or have permission to reproduce it and, where required, have permission from identifiable subjects. The customer is responsible for claims arising from material supplied without the necessary rights.

Marble Print Studio may decline work that appears unlawful, infringes another person’s rights, or cannot be produced safely or responsibly.

14. Complaints and contact

Contact Marble Print Studio with the order reference, a description of the issue and photographs where useful. The business will acknowledge the complaint, investigate the production record and propose an appropriate response.