Terms & Conditions

1. About us

heroframe.co is operated by Hero Frame, a UK-based studio producing personalised framed artwork. Contact: hello@heroframe.co.

2. Using the site

• You must be 18 or over to place an order.
• You agree not to misuse the site, attempt to break security, scrape content, or use it for unlawful purposes.
• All site content (text, imagery, design, code) is owned by us or our licensors and protected by intellectual-property law. You may not reproduce it without permission.

3. Accounts and email communications

You are responsible for keeping your account credentials confidential and for activity under your account. Notify us immediately if you suspect unauthorised access.

By providing your email address on the site — for example to save a design, request a notification or subscribe to updates — you agree that we may use it to send you relevant marketing communications. You can unsubscribe at any time via the link in every email or by contacting us.

4. Personalised products

Each piece is made to order based on the details, photos and references you provide. You are responsible for ensuring those details are accurate before checkout — including spellings, dates, team colours, sport, occasion and any reference photo. Once approved, we cannot change them.

Because every order is personalised and bespoke, your statutory 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply (regulation 28(1)(b)). Your statutory rights for faulty, damaged or misdescribed goods under the Consumer Rights Act 2015 are unaffected — see our Returns Policy.

5. Your content and the rights you grant us

By uploading a photo or other content for personalisation you confirm that:

• You own it or have permission from everyone in it (and from the photographer/copyright holder) to use it for this purpose.
• The content does not infringe anyone's rights, is not defamatory, obscene, hateful or otherwise unlawful.
• You grant Hero Frame a non-exclusive, royalty-free licence to use, store, reproduce, modify and process the content solely to generate previews, fulfil your order and provide customer support.

We may refuse or cancel any order that we reasonably believe breaches these conditions, infringes third-party rights (including team/club trademarks where used commercially), or that we are otherwise uncomfortable producing. We will refund any payment already taken.

6. AI-generated previews

Our preview tool uses AI to generate a draft of your artwork from your inputs. Previews are illustrative and the final printed piece may differ slightly in colour, composition and detail. We hand-review every order before production.

7. Orders, pricing and payment

• All prices are in GBP and include UK VAT where applicable. International customers may be liable for import duties and taxes on arrival.
• An order is an offer to buy; a contract forms only when we send you an order-confirmation email.
• If we identify an obvious pricing or description error we may cancel the order and refund you in full.
• Discount codes are subject to their own terms and cannot usually be combined.
• Payment is taken at checkout via Shopify Payments, Klarna or another listed provider.

8. Delivery, risk and title

Estimated delivery times and costs are shown at checkout and on the Delivery & Returns page. Risk passes to you on delivery; title passes once we have received full payment.

9. Faulty or damaged goods

If your order arrives faulty, damaged or significantly different to what was confirmed, contact us within 14 days of delivery with photos. We will replace, repair or refund in line with the Consumer Rights Act 2015 and our Returns Policy.

10. Our liability

We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, fraud, or for breach of your statutory rights as a consumer.

Subject to the above, our total liability to you for any order is limited to the amount you paid for that order. We are not liable for indirect or consequential losses (such as loss of profit, loss of opportunity or loss of goodwill) and we are not liable for delays or failures caused by events outside our reasonable control.

11. Reviews and user content

If you submit a review or other content, you confirm it is your own honest opinion and grant us a perpetual, royalty-free licence to display and use it for marketing. We may remove content that is unlawful, abusive or misleading.

12. Complaints and alternative dispute resolution

We aim to resolve any complaint quickly — email hello@heroframe.co. As a consumer in the EU you may also access the European Commission's Online Dispute Resolution platform.

13. Changes to these terms

We may update these Terms from time to time. The version that applies to your order is the one published on the date you placed it.

14. Governing law

These Terms and any dispute arising out of them are governed by the laws of England and Wales and subject to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts.