Refunds, satisfaction & cancellations

A concern about your prints? Let’s talk.

We take care with the photographs you trust us to print. If you are reasonably dissatisfied with the quality of your order, please contact us so we can review the concern and agree on an appropriate resolution with you.

Email [email protected] or call 226-751-2537. Include your order number, which prints are affected, and what seems wrong. Clear photographs of the affected prints can help us assess the issue. Please keep them while we review your concern; you do not need to send them back. Never send passwords or payment-card details.

Custom prints: no physical returns

Each print is made with your photographs and selected settings, so we cannot resell it. We do not accept physical returns of custom Photo Prints, Canvas Prints or Fine Art Prints. Please do not mail prints back to us.

This does not prevent you from raising a quality concern or receiving an agreed reprint or refund. Any consumer rights that apply by law remain in place, as explained below.

Quality concerns, reprints and refunds

Printing or material defects present when your prints arrive are eligible for a reprint or refund after we assess and confirm the issue with you. This voluntary offer does not cover damage to prints caused by carrier damage to the package.

For other reasonable concerns about print quality, we will review the photographs, the order’s print instructions and the issue you describe. We will discuss the available resolution with you and confirm what has been agreed. This is not an automatic refund for every concern.

We cover the shipping cost of replacement prints we agree to send. You do not have to return the original prints to receive an agreed replacement or refund. No part of this policy limits a remedy required under applicable consumer law.

Your choice: refund or equal-value credit

When we approve a refund, you can choose to have the approved amount returned to your original form of payment or receive store credit as a coupon code for exactly the same amount. For example, an approved $50 refund can instead become a $50 coupon. The choice is yours; you are not required to accept store credit.

We will confirm the approved amount and your preferred option with you. These options also apply to any refund agreed when an order is cancelled before printing.

Screen colour, image quality and cropping

We use colour-profiling equipment and custom monitor and printer profiles to bring our printing workflow into close alignment. A customer’s uncalibrated phone, tablet or computer screen can display colour and brightness differently from the finished print.

We do not offer a refund solely because the print looks different from an uncalibrated customer screen. This does not exclude a genuine printing or material defect. If colour matching is crucial, contact us before ordering so we can discuss your file and the result you need.

Please check your crop and any Resolution warning before ordering. If you are concerned about a file’s sharpness or your selected size, ask us first. Read our image-quality guidance and colour-matching information.

Requesting cancellation before production

We only cancel orders before printing has started. There are no cancellation fees. Once an order is being printed or has already been printed, we will not cancel it under this policy, subject to any rights required by law.

Request cancellation while your order is Processing, before it moves to In Production. Processing means printing has not begun; In Production means the printing stage has started and the normal cancellation window is closed.

The preferred way to make a request is through your account:

1. Sign in to My Account → Orders using the account that placed the order.
2. Find the Processing order and select Cancel Request. On the order’s detail page, the cancellation option may appear as Click here.
3. Complete the reason form and select Send Cancellation Request.

The order then shows Cancel Request while we review it. Submitting a request does not automatically cancel the order or issue a refund. We will confirm whether cancellation is possible and any agreed refund. A request is not a guarantee that cancellation will be approved.

If you need help making the request, email [email protected] or call 226-751-2537 with your order number. The same Processing-only, before-production requirement applies to requests made by email or phone.

Deleting a photo or gallery, changing its quantity, or removing a cart item does not change or cancel an order already placed.

Your consumer rights

These are our voluntary satisfaction and cancellation arrangements. They do not exclude or limit any rights or remedies you have under applicable consumer law. Where the law requires a different result, that requirement takes precedence, including over the no-physical-returns policy, carrier-packaging exclusion, screen-colour restriction and normal cancellation cutoff.