Reprint & Cancellation Policy

Last updated 7 September 2026

Every print is made to your order — your photo, your crop, your caption. Nothing we print for you can be resold to anyone else, so this policy works differently from a shop selling stock items.

We do not offer refunds on printed orders. If something is wrong with your prints, we reprint them free.

Cancelling before we print

• Before printing starts — tell us and we will cancel and refund in full. We usually begin printing within a few hours of an order, so message us quickly.
• Once printing has started — the order cannot be cancelled or refunded. Your photos are already on paper and that paper has no other use. Your order page shows the current status.

When we reprint free

We reprint at our own cost, including delivery, when the fault is ours or the courier’s:

• prints arrive damaged, bent, creased or water-marked
• we printed the wrong photo, wrong size or wrong quantity
• there is a visible printing fault — banding, streaks, smudging or misalignment
• the parcel is lost in transit and never arrives

Please record opening your parcel

For damage or a wrong delivery we need an unboxing video. Start recording before the packaging is opened and keep going until the prints are out and visible. One continuous clip, taken on a phone, is all we ask for.

This is not red tape. Once a parcel has been opened there is no way to tell damage that happened in transit from damage that happened afterwards, and a claim we cannot verify is one we cannot put right with the courier. The video protects your claim as much as it protects us.

A printing fault is visible in the print itself, so photographs are enough there and no video is needed.

How to request a reprint

A reprint is arranged through customer support, not automatically. We need to see the problem before we can put it right.

1. Contact us within 7 days of delivery at orders@photoprints.in or through Help & support, quoting your order number.
2. Send the evidence — the unboxing video for damage or a wrong delivery, or clear photographs for a printing fault. Send video to us on WhatsApp, which handles it better than email. Please do not post anything back unless we ask.
3. We review and respond within 1–2 working days. If we accept the claim we reprint on priority and ship at our cost.

Requests without the evidence above cannot be assessed and will not be approved. Claims raised more than 7 days after delivery fall outside this policy.

What we cannot reprint or refund

Because each print is made to order, these are not faults we can cover:

• You changed your mind after printing began.
• The photo was low resolution and printed soft. We warn you in the editor before you order when a photo is too small to print sharply.
• The crop is not what you wanted but matches the preview you confirmed. What you see in the editor is what gets printed.
• Colour differs slightly from your screen. Screens emit light, paper reflects it. Small differences are normal and are not a defect — see our Terms.
• Delivery failed because the address or phone number given was wrong or incomplete.
• Nobody was available to receive the parcel after repeated delivery attempts.
• Damage reported without an unboxing video. Once the parcel is open we have no way to establish when the damage happened, and the courier will not accept a claim without it.

Cancellation refunds

Where we cancel an order before printing, the refund goes back to the original payment method.

We cannot redirect a refund to a different account from the one used to pay.

Your statutory rights

Nothing here limits rights you have under the Consumer Protection Act, 2019 that cannot be limited by agreement. Goods made to a consumer’s own specification are ordinarily exempt from cancellation-on-change-of-mind rules, which is why this policy is built around reprints rather than returns.

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