Refund policy

01

Why We Can't Accept Standard Returns

Every MatchdayBook wall art print is produced to your unique specifications — your player, your club, your photos, your chosen size and frame. Once printed, it cannot be resold or reused by anyone else.

Under EU Directive 2011/83/EU Article 16(c) and UK Consumer Contracts Regulations 2013, goods made to a consumer's personal specification are exempt from the standard 14-day right of withdrawal. This means we cannot offer returns simply because you changed your mind after production has begun.

What we do offer instead is a 30-day guarantee that covers every issue that is our responsibility.

02

What Is & Isn't Covered

✓ Covered — eligible for reprint or refund

Print defects — colour banding, blurring, misprints
Damage caused during shipping (dented frame, torn print)
Wrong size or frame colour sent
Content error caused by us — wrong name, wrong number printed despite correct input

✗ Not covered

Change of mind after production has started
Personalisation errors entered by the customer at checkout (wrong name, wrong squad number, wrong photo selected)
Colour variation due to screen vs. print differences — all monitors display colour differently
Normal wear from handling after delivery
Claims submitted more than 30 days after delivery

Before you order

Please review all personalisation details carefully in the preview before placing your order — name, squad number, club, and photo selection. We cannot offer free reprints for errors entered by the customer.

03

How to Make a Claim

Email us at info@matchdaybook.com within 30 days of receiving your order. Please include:

1

Your order numberFound in your confirmation email.

2

A short description of the issueWhat went wrong and when you noticed it.

3

Photos of the print and packagingClear photos of the defect or damage, plus the outer packaging if it arrived damaged.

You do not need to return the poster or frame. Photo documentation is sufficient for us to assess and resolve the claim.

04

Review Process

Once we receive your claim and photos, our team will review it within 3 business days and notify you of the outcome by email. We may request additional photos if needed to assess the issue fully.

We reserve the right to decline claims that do not meet the eligibility criteria above — including claims submitted after the 30-day window, or issues arising from customer-entered errors.

05

Resolution

If your claim is approved, we will offer whichever of the following suits you best:

Free reprint — we reproduce your wall art and ship it at no additional cost
Full refund — returned to your original payment method

Because every piece is made to your personal specification, we cannot swap the content or configuration of an existing order. Any change to the personalisation — different photo, different player, different size — constitutes a new order.

Shipping costs

If the fault is ours, all reprint and redelivery costs are covered by us. Customs delays are outside our control and do not constitute grounds for a refund under this policy.

06

Order Cancellations

Production begins quickly after your order is confirmed — sometimes within a few hours. We cannot guarantee that cancellations are possible once an order is placed. If you need to cancel, contact us at info@matchdaybook.com immediately and we will do our best if production has not yet started.

07

Contact

For any questions about this policy or your order, email us at info@matchdaybook.com. We aim to respond within 1 business day.

This policy should be read alongside our Shipping Information and Terms & Conditions, which set out the legal basis for our personalised goods policy in full.