Frequently Asked Questions - Miscellaneous

Refund & Returns Policy

All orders are bespoke and made-to-order items that contain a unique image/images which are specifically printed/supplied for you. We fulfil each order individually and personalise it to that unique order, so as soon as we start production of your bespoke item/items, we have already invested into the workforce time, ink, paper and/or other materials specifically for your order. 

As such, all orders are non-refundable due to the bespoke nature of the order. These are considered personalised goods made to your specifications and cannot be re-sold to anyone else. As per UK law, the goods cannot be returned or refunded because they were made according to your specifications and were personalised for you. We may, at our discretion, look into other solutions. The exceptions being if your order is faulty or arrives damaged.

If you think you have received a faulty product or a product has arrived damaged we must be contacted within 14 days of receipt. We will likely ask for photos to help with our investigation. If an item is found to be faulty we will either replace it or offer a return/refund. If we are contacted outside of 14 days of receipt the item cannot be returned or refunded. Orders made in error cannot be returned or refunded unless we are notified in writing before the order is processed.

As all products/items ordered are personalised and unique to order, these are never re-saleable, which means that there are some things we advise you to double check before you’ve placed your order:

Check The Year - If you have older images on your account, these may show up in your link as well so please make sure you have the correct/current photograph selected before ordering. The year the photo was taken will be in your album title but if you can’t see it or would prefer written confirmation then please don’t hesitate to contact us first before ordering.

Check The Size – Each Pack and Product contains the photograph size/sizes in inches (“) under “show more details” for the Packs and “size” for Individual Products”. The sizes are also shown under or by the item itself during the preview and checkout stages. Please double check that you have the correct product, size and amounts before ordering.

Check The Image – Depending on the type of shoot and time we’ve been allocated, you’ll likely have more than one image to choose from. Please double check you have the correct image/images in your basket before proceeding to the checkout section.

If in doubt or there’s any queries at all then please don’t hesitate to contact us before completing your order.

Complaints

Complaints must be sent directly to Cardwell & Simons within 5 working days after receipt. All complaints should be sent via email to; photos@cardwellandsimons.co.uk 

Copyright Ownership

Cardwell & Simons Limited owns the copyright to all photographs taken by us.  Copying, publishing or reproducing the photos in any way is strictly prohibited without our explicit written consent.

Notice regarding archiving of photos and email notifications

Archiving your photos to allow for new and past orders is part of our service and thus, it is a contractual part of creating a customer account. For further information regarding this, all enquiries should be sent to; photos@cardwellandsimons.co.uk 

In addition, sending reminders / notifications via email (for example, information about the provision of photos or their deletion) is part of our service and therefore no separate consent request is needed.

Since sending emails is currently being heavily discussed in the media, we have decided to seek additional consent for new customer accounts. Please write us an e-mail or click the unsubscribe link within an email notification if you do not want to receive any further messages from us.

Customer Conduct & Behaviour Policy

1. Our Commitment

We are committed to providing a friendly, respectful and professional service to all our customers. Our team works very hard to deliver a positive experience, good service and cherished photographs for Schools, parents, and students.

We strive to ensure every interaction is positive and respectful for both our staff and the families and Schools we serve.

2. Expected Behaviour

We believe that kindness, politeness and respect should go both ways. Our team will always treat you with courtesy, professionalism and respect, and we kindly ask that all customers communicate with us in the same spirit — whether online by email, social media, online statements, public reviews or on the phone and in-person.

3. Unacceptable Behaviour

We understand that sometimes things can go wrong and mistakes can accidently get made. We’ll always do our best to put them right quickly and fairly however, we have strictly zero tolerance towards:

Rude, aggressive, unreasonable or abusive language, behaviour or demands towards any member of our team.

Repeated or excessive contact that could be considered harassment.

We always value honest, fair, genuine and constructive feedback — it helps us to improve and drive our experience onwards and upwards. But false, unfair, misleading or defamatory remarks can cause real harm, and we reserve the right to take action to protect our staff and company if necessary.

Discriminatory or threatening remarks in any form.

False payment disputes/chargebacks (full costs will be pursued and criminal charges filed if necessary).

4. Consequences of Misconduct

If a customer’s conduct breaches this policy, we reserve the right to take appropriate action including:

Suspending or restricting access to online galleries or images.

Refusing to process further orders or provide future services.

Requesting the removal of false, misleading or defamatory public statements.  Taking legal action where necessary to protect our staff and company reputation.

5. Refusal of Service

We reserve the right to decline or cancel orders and to refuse future service where behaviour breaches this policy. This will always be done fairly and in compliance with the Equality Act 2010, ensuring no decisions are made on the basis of any protected characteristic.

6. Protecting Our Team

Our staff have the right to work without fear of abuse or harassment. We take any breach of this policy extremely seriously and may involve legal representatives, the School and/or authorities where appropriate.

7. Thank you

We’d like to thank the 99.9% of customers who treat our team with kindness, respect and make this company such a rewarding place to work. Your positivity and respect allow us to focus on what we do best — capturing smiles and memories that last a lifetime, thank you!