Returns Policy Overview
Every product (digital files, unframed prints, or framed prints) available on this site is custom-made to order. To ensure the highest quality and fastest delivery, physical orders are fulfilled by regional print partners (LUMAPRINTS in the US, Artovo in the UK/EU). Because each piece is produced specifically for you upon ordering and data submission, our returns policy is tailored to bespoke manufacturing.
1. Damaged or Defective Items
If your physical order is damaged in transit or contains a manufacturing defect (such as a misprint or structural issue), you are entitled to a free replacement or a full refund.
- Reporting Timeframe: Please report within 30 days of receiving your item.
- How to Report: Email contact@markdmillican.co.uk with your order number and photographs of the damaged product and packaging.
- Resolution: Free replacement expedited at no cost or a full refund to your original payment method.
2. Change of Mind / Buyer's Remorse
Because each design is custom-manufactured exclusively using your unique family data, we do not hold inventory. Therefore, we cannot accept returns or offer refunds for "change of mind" once an order is finalised and approved.
3. Order Cancellations & The Proofing Process
- Data Pending (Full Refund): Cancel before submitting your GEDCOM or CSV data for a 100% full refund.
- Proofing Stage (Partial Refund): If you cancel during the proofing stage before final print approval, a £45 processing fee is retained to cover design work, and the rest is refunded.
- Final Approval (No Refund): Once final proof approval is submitted, printing begins immediately and orders cannot be cancelled or refunded.
4. Lost or Missing Packages
If tracking shows no updates or indicates your package has been delivered but is missing, allow 48 hours and check with neighbours or your local delivery office before contacting us for a replacement claim.