Knelstrom Store — Terms and Conditions of Supply

Last updated: 23 August 2026

1. About These Terms

These Terms and Conditions of Supply (“Terms”) apply when Knelstrom Ltd supplies goods, digital content, licences or services directly to a customer through the Knelstrom Store at knelstrom.com, or through another transaction which expressly incorporates these Terms.

Products offered through the Knelstrom Store are sold directly by Knelstrom Ltd unless the relevant product page expressly states otherwise.

Please read these Terms before placing an order.

Nothing in these Terms affects any statutory rights which cannot legally be excluded or restricted.

Where a particular product, service or licence has additional conditions displayed on its product page, quotation, licence description or order confirmation, those additional conditions form part of the contract.

Where specific licence terms conflict with these general Terms concerning the permitted use of licensed material, the specific licence terms take precedence.

ABOUT KNELSTROM

2. Who We Are

The supplier is:

Knelstrom Ltd
Company No. 10339954
Registered in England and Wales

Registered office:
ST Accountancy
Corner House
Market Place
Braintree
Essex
CM7 3HQ
United Kingdom

Website:

Home

Customers may contact us through the contact facilities provided on Knelstrom.com.

The registered office is not necessarily the address to which returned goods should be sent. Where a return is required, appropriate return instructions will be provided.

WHO THESE TERMS APPLY TO

3. Consumers and Business Customers

These Terms apply to both consumers and business customers unless a provision expressly states otherwise.

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

A business customer is a person or organisation acting wholly or mainly for purposes relating to a trade, business, craft or profession.

Where consumer law gives a consumer rights which cannot legally be excluded or restricted, those rights take precedence over these Terms.

THE KNELSTROM STORE

4. Knelstrom Store Products and Services

The Knelstrom Store may offer products and services including:

  • books and publications;
  • prints and artwork;
  • photographs and photographic products;
  • merchandise;
  • video and other media;
  • ebooks and digital publications;
  • downloadable files;
  • photographs, illustrations and other licensed media;
  • video and footage licences;
  • editorial licences;
  • commissioned photography;
  • commissioned video or creative work;
  • research and publishing services;
  • media-related services; and
  • other goods, digital content, licences or services described on Knelstrom.com.

The applicable product page, quotation, invoice, licence or order confirmation will describe what is being supplied.

5. Third-Party Production and Fulfilment

Some physical products may be printed, manufactured, packaged, delivered or otherwise fulfilled on Knelstrom’s behalf by third-party suppliers.

Where Knelstrom Ltd is identified as the seller, the customer’s contract remains with Knelstrom Ltd even where another company carries out production or fulfilment on our behalf.

Products supplied through third-party fulfilment services may be subject to reasonable production times before dispatch.

Where a customer instead purchases directly from an independent retailer, distributor, stock library, print provider or other third party which is identified as the seller or licensor, the contract will generally be between the customer and that third party and its terms will apply.

PRODUCT INFORMATION

6. Product Descriptions

We take reasonable care to ensure that descriptions, specifications, photographs, prices and other material information displayed in the Knelstrom Store are accurate.

The product supplied will correspond with its description, subject to minor differences which do not materially alter the product.

7. Images and Colours

Product photographs and previews are intended to represent products as accurately as reasonably possible.

Physical products may differ slightly from images displayed on a screen because of matters including:

  • monitor settings;
  • screen brightness;
  • colour reproduction;
  • printing processes;
  • paper or material characteristics;
  • cropping;
  • production methods; and
  • normal manufacturing tolerances.

These provisions do not affect a customer’s rights where a product is faulty, materially different from its description or otherwise fails to conform to the contract.

ORDERS

8. Placing an Order

By placing an order, the customer confirms that:

  1. the information supplied is accurate and complete;
  2. they are legally capable of entering into the contract;
  3. they are authorised to place the order where acting on behalf of an organisation; and
  4. they agree to these Terms and any additional terms applying to the product, service or licence.

Customers will be given a reasonable opportunity to review their order and correct errors before submitting it where the ordering system permits.

9. Order Acknowledgement

We may send an automated acknowledgement after an order has been submitted.

An acknowledgement that an order has been received does not necessarily mean that the order has been accepted.

10. When the Contract Is Formed

A contract will normally be formed when Knelstrom:

  • expressly confirms acceptance of the order;
  • dispatches physical goods;
  • makes digital content available;
  • grants access to licensed material; or
  • begins providing an agreed service,

as appropriate to the transaction.

The customer will receive appropriate confirmation of the contract electronically or in another durable format where required by law.

11. Refusing an Order

Before a contract has been formed, we may decline an order where reasonably necessary, including where:

  • a product is unavailable;
  • we cannot reasonably fulfil the order;
  • payment cannot be authorised;
  • an obvious price or description error has occurred;
  • fraudulent or unlawful activity is reasonably suspected;
  • required information has not been provided;
  • the requested use of licensed material is unlawful; or
  • the requested use falls outside the licences Knelstrom offers.

Where payment has already been taken for an order that we decline, the relevant payment will be refunded.

PRICES

12. Prices

The price payable is the price displayed or otherwise agreed when the order is placed.

Prices will include applicable taxes where required.

Before a consumer becomes bound by an order, we will provide the total price payable and any mandatory additional charges which can reasonably be calculated in advance.

13. Delivery Charges

Where delivery charges apply, the amount or method by which they are calculated will be displayed before the customer completes the order.

The customer will not be charged for optional extras without their express agreement.

14. Pricing Errors

We take reasonable care to ensure that prices are correct.

If an obvious pricing error occurs which a reasonable customer should have recognised as a mistake, we may contact the customer before fulfilling the order.

The customer may then:

  • proceed at the correct price; or
  • cancel the order and receive a refund of any amount already paid.

PAYMENT

15. Payment

Payment must be made using one of the payment methods offered during checkout or otherwise agreed with Knelstrom.

Unless expressly agreed otherwise, payment is due before goods, digital content or licensed material are supplied.

Customers must be authorised to use the payment method supplied.

16. Services and Commissioned Work

Services and commissioned work may be subject to:

  • deposits;
  • staged payments;
  • milestone payments;
  • final balances; or
  • other payment arrangements.

Any such arrangement will be explained in the applicable quotation, invoice, order confirmation or written agreement.

PHYSICAL GOODS

17. Delivery

Delivery options, charges and estimated delivery periods will be displayed during checkout or otherwise communicated before the customer becomes bound by the contract.

Unless another delivery period has been agreed, goods supplied to consumers will normally be delivered without undue delay and no later than 30 days after the contract is entered into.

18. Estimated Delivery Dates

Delivery dates are estimates unless Knelstrom has expressly agreed that delivery by a particular date is essential.

Production or fulfilment times may apply before an item is dispatched, particularly for products printed or manufactured to order.

19. Delivery Address

Customers are responsible for providing an accurate and complete delivery address.

If delivery cannot be completed because materially incorrect or incomplete information has been supplied by the customer, we may charge reasonable additional costs associated with arranging another delivery.

20. Delivery Problems

If goods do not arrive within the agreed delivery period, customers should contact Knelstrom so that the matter can be investigated.

Nothing in this section restricts statutory rights relating to late or failed delivery.

21. Risk in Goods

For consumers, risk in physical goods normally passes when the goods come into the physical possession of the consumer or a person identified by the consumer to receive them.

Where the consumer independently appoints a carrier which Knelstrom did not offer, different statutory rules may apply.

22. Ownership of Goods

Ownership of physical goods normally passes once payment has been received in full.

Ownership of a physical product does not transfer copyright or other intellectual property rights in photographs, artwork, text, illustrations, designs or other material incorporated into that product.

CONSUMER CANCELLATION RIGHTS

23. Right to Cancel

Consumers purchasing at a distance will normally have a statutory right to cancel qualifying contracts without giving a reason.

For most physical goods, the cancellation period ends 14 days after the consumer, or a person nominated by the consumer, takes physical possession of the goods.

Different rules apply to digital content, services and certain exempt products.

24. How to Cancel

A consumer wishing to exercise a statutory cancellation right must make a clear statement informing Knelstrom of their decision to cancel.

The consumer may:

  • use the model cancellation form at the end of these Terms; or
  • contact Knelstrom using the contact facilities on Knelstrom.com.

Use of the model cancellation form is optional.

25. Returning Cancelled Goods

Where the statutory right to cancel applies, the consumer must normally return the goods within 14 days after informing Knelstrom of the cancellation.

Return instructions will be provided.

Unless the goods are faulty, incorrect or we have agreed otherwise, the consumer is responsible for the direct cost of returning them.

26. Handling Returned Goods

Consumers may inspect goods in the same way that they could reasonably inspect them in a physical shop.

Where the value of returned goods has been reduced because of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning, Knelstrom may make an appropriate deduction from the refund where permitted by law.

27. Refunds Following Cancellation

Where a statutory cancellation right has been validly exercised, Knelstrom will refund amounts due in accordance with applicable law.

Where legally required, this includes the cost of our least expensive standard delivery option.

We are not required to refund additional delivery costs resulting from the customer choosing a more expensive delivery method.

Where goods must be returned, we may withhold the refund until:

  • we have received the goods back; or
  • the customer provides evidence that the goods have been returned,

whichever occurs first.

The refund will normally be made using the same payment method used for the original transaction unless otherwise agreed.

CANCELLATION EXCEPTIONS

28. Personalised and Bespoke Goods

The statutory change-of-mind cancellation right may not apply to goods that are:

  • made to the customer’s specifications; or
  • clearly personalised,

where the relevant legal exception applies.

This may include certain personalised products, bespoke prints or commissioned physical works.

This exception does not remove rights where goods are faulty, misdescribed or otherwise fail to conform to the contract.

29. Other Exceptions

Other statutory exceptions may apply where relevant, including certain:

  • sealed goods unsuitable for return for health or hygiene reasons once unsealed;
  • sealed audio, video or software products once unsealed;
  • newspapers, periodicals and magazines other than subscriptions;
  • digital content once lawful immediate supply has begun; and
  • services fully performed during the cancellation period where the applicable requirements have been satisfied.

DIGITAL PRODUCTS

30. Digital Content

Digital content supplied through the Knelstrom Store may include:

  • ebooks;
  • digital publications;
  • photographs;
  • illustrations;
  • artwork;
  • video;
  • footage;
  • audio;
  • downloadable media;
  • electronic documents; and
  • other electronically supplied files.

Digital content supplied to consumers must comply with applicable consumer law.

31. Immediate Digital Supply

Where a consumer wishes paid digital content to be supplied immediately during the statutory cancellation period, Knelstrom will obtain the consumer’s:

  1. express consent for the supply of the digital content to begin immediately; and
  2. acknowledgement that once supply begins they will lose their statutory right to cancel that digital-content contract.

This consent and acknowledgement must be obtained before the immediate download or supply begins.

The relevant contract confirmation will record this where required.

If the legal requirements for loss of the cancellation right have not been satisfied, the consumer retains the cancellation rights provided by law.

32. Digital Delivery

Digital products will normally be supplied through:

  • a download link;
  • customer account;
  • email;
  • electronic transfer; or
  • another method specified on the product page.

Customers are responsible for supplying a valid email address and maintaining reasonable access to equipment capable of receiving the digital content.

33. Faulty Digital Content

Nothing in these Terms affects statutory remedies where digital content:

  • is not of satisfactory quality;
  • is not fit for an applicable purpose;
  • does not match its description; or
  • otherwise fails to comply with the contract.

PHOTOGRAPHY, VIDEO AND MEDIA LICENSING

34. Copyright Ownership

Purchasing a licence does not transfer copyright ownership in the licensed material.

Unless expressly stated otherwise, copyright and other intellectual property rights remain with:

  • Knelstrom Ltd;
  • the photographer or creator; or
  • another identified rights holder.

The customer receives only the rights expressly granted by the licence purchased.

35. When a Licence Begins

Unless otherwise stated, a licence becomes effective when:

  • payment has been received in full; and
  • Knelstrom has supplied or made the licensed material available.

Viewing a preview or product page does not itself grant a licence.

36. General Licence Conditions

Unless a particular licence expressly states otherwise, licences granted directly by Knelstrom are:

  • non-exclusive;
  • non-transferable; and
  • non-sublicensable.

The licence applies only to the person or organisation identified as the licensee.

No rights are granted by implication.

37. Royalty-Free Licences

Where material is described as Royalty-Free or RF, this means that additional royalties are not ordinarily payable for each permitted use falling within the licence purchased.

Royalty-Free does not mean:

  • copyright-free;
  • public domain;
  • unrestricted;
  • ownership of the work; or
  • free of charge.

All conditions and restrictions of the licence continue to apply.

38. Editorial Licences

Material licensed for editorial use may be used only for legitimate editorial, journalistic, documentary, educational or historical purposes within the scope of the licence purchased.

Unless expressly authorised by another licence, editorial material must not be used for:

  • advertising;
  • product endorsement;
  • commercial promotions;
  • merchandise;
  • packaging;
  • branding;
  • logos; or
  • any use falsely implying that a depicted person, organisation or property endorses a product, service, organisation or cause.

39. Rights-Managed Licences

Where material is supplied under a Rights-Managed (RM) licence, use is limited to the rights specified when the licence is purchased.

Restrictions may relate to matters including:

  • publication;
  • media type;
  • placement;
  • territory;
  • duration;
  • circulation;
  • audience;
  • resolution;
  • number of uses; or
  • nature of use.

Any materially different or additional use requires an additional licence unless otherwise agreed in writing.

40. Prohibited Uses of Licensed Material

Unless expressly authorised, licensed material must not be:

  • sold or distributed as a standalone file;
  • transferred to another person;
  • sublicensed;
  • uploaded to another stock library or licensing service;
  • made available in a way that allows third parties to obtain the original file;
  • represented as having been created by the customer;
  • incorporated into a logo or trademark;
  • used unlawfully or fraudulently;
  • used in a defamatory or knowingly misleading manner;
  • used to deliberately falsify the facts of an event;
  • used to create counterfeit or deceptive material;
  • incorporated into a substantially competing stock or media archive; or
  • used outside the scope of the licence purchased.

41. Editing Licensed Material

Reasonable editing necessary for a permitted use may include:

  • cropping;
  • resizing;
  • colour correction;
  • layout changes;
  • captioning; and
  • other ordinary production adjustments.

Editing must not create a materially false or misleading representation where the material is used editorially.

42. Artificial Intelligence and Dataset Use

Unless expressly included in the licence purchased or otherwise agreed by Knelstrom in writing, a media licence does not grant permission to use licensed material for:

  • training artificial-intelligence models;
  • fine-tuning generative AI systems;
  • building machine-learning datasets;
  • facial-recognition datasets;
  • biometric-identification systems;
  • synthetic-media training datasets; or
  • commercial datasets intended for training automated content-generation systems.

Nothing in this clause restricts a use which Knelstrom cannot lawfully restrict.

43. Third-Party Rights

Editorial photographs or footage may contain:

  • identifiable people;
  • buildings;
  • artworks;
  • trademarks;
  • brands;
  • private property; or
  • other material involving third-party rights.

Unless expressly stated otherwise, purchase of a copyright licence does not mean that:

  • a model release exists;
  • a property release exists;
  • trademark permission has been obtained; or
  • commercial endorsement rights have been cleared.

The customer is responsible for determining whether additional permission is required for their intended use.

This is particularly important for advertising, promotional or other commercial use.

44. Credits

Where a credit is specified as part of a licence, or where crediting is customary and reasonably practicable, the supplied credit should be reproduced substantially in the form specified.

Customers must not deliberately remove copyright notices or identifying metadata for the purpose of concealing ownership or facilitating unauthorised distribution.

45. Unauthorised Use

Use of licensed material outside the scope of the licence purchased is unauthorised.

Where unauthorised use occurs, Knelstrom or the relevant rights holder may, as appropriate:

  • require the unauthorised use to stop;
  • require removal of the material;
  • offer or require purchase of an appropriate licence;
  • seek reasonable additional licensing fees; and
  • exercise available legal remedies for infringement.

Nothing in this section creates a contractual penalty beyond amounts or remedies which may lawfully be recovered.

SERVICES AND COMMISSIONS

46. Services

Where Knelstrom supplies a service, the service will be provided with reasonable care and skill.

The scope of the work may be specified in:

  • a quotation;
  • project brief;
  • order confirmation;
  • invoice;
  • email agreement; or
  • other written agreement.

47. Timescales

Where a specific completion date has been agreed, Knelstrom will take reasonable steps to meet it.

Where no specific date has been agreed, services will be supplied within a reasonable time.

48. Customer Responsibilities

Where completion of a service depends on information, approvals, instructions, access or materials being supplied by the customer, the customer must provide these within a reasonable time.

Any agreed timetable may be reasonably adjusted where the customer delays in providing something necessary for performance of the service.

49. Consumer Cancellation of Services

A consumer entering into a qualifying distance service contract will normally have a 14-day cancellation period.

If a consumer expressly asks Knelstrom to begin providing the service during that period and later cancels before completion, they may be required to pay a proportionate amount for the service properly supplied before cancellation.

Where the service has been fully performed during the cancellation period, the consumer’s cancellation right may be lost where the consumer:

  • expressly requested performance to begin during that period; and
  • acknowledged that the cancellation right would be lost once the service had been fully performed,

where required by law.

FAULTY GOODS AND CONSUMER RIGHTS

50. Statutory Consumer Rights

Nothing in these Terms excludes or restricts statutory consumer rights.

Depending on the type of product or service, consumers have legal rights concerning:

Goods

Goods being:

  • of satisfactory quality;
  • fit for an applicable purpose; and
  • as described.

Digital Content

Digital content being:

  • of satisfactory quality;
  • fit for an applicable purpose; and
  • as described.

Services

Services being:

  • performed with reasonable care and skill; and
  • performed in accordance with information forming part of the contract.

The remedies available are determined by applicable law.

51. Damaged, Incorrect or Faulty Goods

Customers should contact Knelstrom as soon as reasonably practicable if an order arrives:

  • damaged;
  • incorrect;
  • incomplete; or
  • apparently faulty.

We may reasonably request photographs or other information to help establish what has happened.

Failure to report a problem immediately does not remove statutory consumer rights.

INTELLECTUAL PROPERTY

52. Intellectual Property Rights

Except for rights expressly granted under a licence, purchasing a product from the Knelstrom Store does not transfer:

  • copyright;
  • trademark rights;
  • database rights;
  • moral rights;
  • reproduction rights; or
  • other intellectual property rights.

For example, purchasing a photographic print does not automatically grant permission to reproduce, publish or commercially exploit the underlying photograph.

LIABILITY

53. Liability to Consumers

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing excludes liability for:

  • death or personal injury caused by negligence;
  • fraud or fraudulent misrepresentation; or
  • statutory consumer rights which cannot legally be excluded.

Knelstrom is responsible for loss or damage which is a foreseeable consequence of our breach of contract or failure to use reasonable care and skill.

We are not responsible for losses which were not reasonably foreseeable when the contract was formed.

54. Business Customers

This section applies only to business customers.

To the fullest extent permitted by law, Knelstrom will not be liable for:

  • loss of profit;
  • loss of revenue;
  • loss of business;
  • loss of anticipated savings;
  • loss of goodwill;
  • loss of commercial opportunity; or
  • indirect or consequential loss.

Subject to liabilities which cannot legally be limited, Knelstrom’s total aggregate liability arising from a particular contract will normally be limited to:

the total amount paid or payable to Knelstrom under that contract.

Nothing excludes or limits liability for:

  • fraud or fraudulent misrepresentation;
  • death or personal injury caused by negligence; or
  • any liability which cannot legally be excluded or limited.

EVENTS OUTSIDE OUR REASONABLE CONTROL

55. Events Beyond Our Reasonable Control

Knelstrom is not responsible for delay or failure caused by circumstances genuinely beyond our reasonable control.

These may include:

  • severe weather;
  • natural disasters;
  • major transport disruption;
  • postal or courier disruption;
  • failure of communications infrastructure;
  • widespread power failures;
  • serious cyber incidents affecting essential third-party infrastructure;
  • government action;
  • industrial disputes; or
  • significant disruption affecting a third-party production or fulfilment provider.

Where such an event occurs, we will take reasonable steps to minimise its effect.

Nothing in this section removes statutory consumer remedies which continue to apply.

PRIVACY

56. Personal Information

Personal information relating to orders and customers is processed in accordance with Knelstrom’s Privacy Policy and applicable data-protection law.

Use of cookies and similar technologies is explained in the Cookie Policy.

COMPLAINTS

57. Complaints

Customers who experience a problem with an order, licence or service should contact Knelstrom using the contact facilities provided on:

Home

Where possible, please provide:

  • your name;
  • order or invoice number;
  • details of the product, licence or service;
  • a description of the problem; and
  • the outcome you are seeking.

We will consider complaints fairly and respond within a reasonable period.

Nothing in this complaints process prevents a consumer from exercising a statutory right or remedy.

CHANGES TO THESE TERMS

58. Changes

Knelstrom may update these Terms from time to time to reflect:

  • changes in law;
  • regulatory guidance;
  • changes to products or services;
  • changes to licensing arrangements;
  • new Knelstrom Store functionality; or
  • changes to the way Knelstrom operates.

The version applying to an order will ordinarily be the version in force when the relevant contract was formed.

Changes will not retrospectively remove contractual or statutory rights which have already arisen.

GENERAL

59. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, it will be treated as modified or removed only to the minimum extent necessary.

The remaining provisions will continue in effect.

60. No Waiver

A delay or failure by either party to enforce a contractual right does not automatically mean that the right has been waived.

61. Third-Party Rights

Unless expressly stated otherwise, a person who is not a party to a contract governed by these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce it.

This does not affect rights or remedies which exist independently of that Act.

62. Entire Agreement — Business Customers

Where the customer is a business, these Terms together with the applicable:

  • quotation;
  • order;
  • licence;
  • specification;
  • invoice; and
  • other documents expressly incorporated into the contract

constitute the agreement concerning the relevant supply.

Nothing in this provision excludes liability for fraud or fraudulent misrepresentation.

GOVERNING LAW

63. Law and Jurisdiction

These Terms and contracts governed by them are subject to the law of England and Wales.

Where the customer is a consumer resident elsewhere in the United Kingdom, nothing in these Terms deprives that consumer of mandatory legal protections applicable to them.

Consumers may bring proceedings in courts available to them under applicable law.

Where the customer is a business, the courts of England and Wales will have exclusive jurisdiction unless otherwise agreed in writing.

MODEL CANCELLATION FORM

64. Consumer Cancellation Form

Consumers may use the following form to cancel a qualifying contract.

Use of this form is optional. A clear statement that you wish to cancel is sufficient.

To:
Knelstrom Ltd
Company No. 10339954

Using the contact facilities provided at:

Home

I/We hereby give notice that I/We cancel my/our contract for the following goods or service:

Goods / service:

Ordered on:

Received on, where applicable:

Order number:

Name of consumer:

Address of consumer:

Signature of consumer, only if submitted on paper:

Date:

Knelstrom Ltd
Company No. 10339954
Registered in England and Wales

Registered office:
ST Accountancy
Corner House
Market Place
Braintree
Essex
CM7 3HQ
United Kingdom

Home

Last updated: 23 August 2026