Refunds & cancellations

Last updated: 3 August 2026

The short version: if it arrives broken or wrong, we fix it, no argument. Beyond that, personalised gifts and used credits work a little differently - here's exactly how.

Something wrong with your order?

Email support@scrappic.co.uk with your order number and a photo of the problem. We aim to reply within two working days and to have a replacement on its way within five.

Printed things - cards, scrapbooks, t-shirts, prints and stickers

If it's faulty, damaged or not what you ordered

You're covered by the Consumer Rights Act 2015. Tell us within 30 days of delivery and you can have a full refund. After 30 days, and up to six months, we'll repair or replace it. Postage for returning a faulty item is on us.

A photo of the problem is usually all we need - we won't normally ask you to post a damaged item back.

If it never arrived

Let us know once the estimated delivery date has passed. We'll chase the courier, and if it's genuinely lost we'll reprint it or refund you in full.

If you've simply changed your mind

Everything we print is personalised to you - it's made from your photos and your words, and it can't be sold to anyone else. Under regulation 28(1)(b) of the Consumer Contracts Regulations 2013, personalised and made-to-order goods are exempt from the usual 14-day right to change your mind.

So once an order has gone to print, we can't take it back just because you've changed your mind. Please check your preview carefully before you order - and if you spot a mistake, email us immediately. If it hasn't gone to print yet we'll happily cancel it.

This doesn't affect your rights if the item is faulty, damaged or not what you ordered.

Credits

Credit packs are digital content, supplied to your account immediately.

Unused credits: if you change your mind within 14 days and haven't spent any of the credits from that purchase, email us and we'll refund it in full.
Once you've started spending them: by buying credits you ask us to supply them straight away, and you accept that you lose the 14-day right to cancel once you start using them. That's the trade for getting them instantly.
Credits spent on a result you didn't like: AI results vary, and every attempt uses credits - we tell you the cost before you spend it. We can't refund credits for a result you didn't get on with.
Credits lost to a fault of ours: if the service breaks and takes your credits with it, tell us and we'll put them back. If the AI refuses a photo, you're never charged in the first place.

Plus and Studio subscriptions

Cancelling

Cancel any time: open your account, tap Manage billing, and cancel. It takes two taps and there's nothing to email us about.

You keep your plan and its credits until the end of the month you've already paid for, then move to the Free plan. Credits already in your account stay there.

Your 14-day right

If you cancel a brand-new subscription within 14 days and haven't used any of that month's credits, we'll refund it in full. If you've used some, we can refund the unused portion - just ask.

Renewals

Subscriptions renew automatically each month until cancelled. If a renewal catches you by surprise and you haven't used that month's credits, email us within 14 days and we'll sort it out. We're not in the business of keeping money from people who forgot to cancel.

How refunds are paid

Refunds go back to the card or payment method you used, through Stripe. They usually land within 5-10 working days, depending on your bank. We'll always email to confirm when we've issued one.

If we can't agree

Email us first - almost everything gets sorted that way. If it doesn't, you can get free, impartial advice from the Citizens Advice consumer service.