Refund policy

Last updated: October 22, 2026

We want you to be happy with your FILMS POSTER purchase. This policy supplements your mandatory consumer rights and does not limit them.

1. Our 30-day return period

For non-personalized products, you may request a return within 30 days of receiving your order. Email support@filmsposter.com with your name, order number, the item and your reason for the request so we can help. A reason is not required when exercising a statutory cancellation right.

Once approved, we will email the return address and instructions. Send the item back within 14 days of approval, undamaged and with its packaging where possible. For a change-of-mind return, you pay the direct return shipping costs. We refund the approved amount to the original payment method after receiving the item. Do not send returns to our registered office unless we expressly instruct you to do so.

2. Damaged, defective or incorrect items

Please inspect your order on arrival and contact us promptly about damage, defects, missing components or an incorrect item. Include your order number, a description and clear photographs of the item and packaging. Depending on the circumstances and your legal rights, we will arrange a repair, replacement, price reduction or refund at no cost to you. If a return is required for these reasons, we cover the return shipping costs. The 30-day change-of-mind period does not restrict your rights concerning defective or non-conforming goods.

3. Personalized products

A change-of-mind return may not be available for products made to your individual specifications or clearly personalized for you, where the law permits this exception. Selecting a standard size, material or frame from the options offered on an ordinary product page does not, by itself, make that item personalized under this policy. Your rights concerning damaged, defective, incorrect or non-conforming products still apply.

4. Refund timing

We aim to process an approved refund within 5–7 business days after the required return has been received, always within any applicable legal deadline. Refunds go to the original payment method unless you expressly agree otherwise. Your bank or payment provider may need additional time to post the funds. The product refund includes the applicable taxes you paid.

5. UK and EU/EEA cancellation rights

Where applicable, consumers in the UK and EU/EEA normally have 14 days from receiving goods to notify us clearly that they wish to cancel an online purchase without giving a reason. You then have a further 14 days to send the goods back. Contacting us for return instructions does not make your statutory cancellation right subject to our approval.

For a valid statutory cancellation, we refund the relevant payments, including the least expensive standard delivery we offered. Standard shipping is free for orders of US$69 or more and costs US$8 for orders below US$69. Additional charges for an optional premium delivery service are not refunded unless required by law. We refund within 14 days of your cancellation notice, but may withhold the refund until we receive the goods or evidence that you sent them back, whichever occurs first. You pay direct return shipping costs for a change-of-mind return. You are responsible only for loss in value caused by handling beyond what is needed to establish the goods' nature, characteristics and functioning.

Statutory exceptions for genuinely personalized goods may apply. Statutory conformity and warranty rights remain unaffected; EU consumers generally have a minimum two-year legal guarantee for goods. Mandatory rights in other countries also remain applicable.

6. Exchanges and cancellations

We do not offer direct exchanges. If eligible, request a return and place a separate order for your preferred item. To change or cancel an order before dispatch, contact us as soon as possible. We will review its processing status; a change cannot be guaranteed once production or dispatch has begun. This does not remove any statutory right to cancel or return goods.

7. Optional cancellation form

To: GUOJIAN TRADING LTD, trading as FILMS POSTER, 128 City Road, London EC1V 2NX, United Kingdom; support@filmsposter.com.

I/We hereby give notice that I/we cancel my/our contract for the following goods:
Goods:
Ordered on / received on:
Order number:
Customer name:
Customer address:
Date:
Signature (only if submitted on paper):

You may use this form or another clear statement. Please request the correct return address before posting goods.