Refund policy

RETURN POLICY FOR CUSTOM PRODUCTS

Important Notice: Our photography prints are made to order according to your specifications (size, finish, mounting options). As personalized products, they are legally exempt from the standard 14-day cooling-off period under EU Consumer Rights Directive (2011/83/EU).

However, to ensure your complete satisfaction, we offer a voluntary 7-day return window from the date of delivery, subject to the following conditions:

  • The print must be in its original condition, unused, and in its original packaging
  • You must contact us at info@mickbobyrobert.com within 7 days of delivery to request a return
  • Return shipping costs are the responsibility of the customer
  • The print must not show any signs of installation, mounting, or damage

Please note: This 7-day return policy is a goodwill gesture and does not constitute a legal obligation. We reserve the right to refuse returns that do not meet the above conditions.

EUROPEAN UNION - PERSONALIZED PRODUCTS EXEMPTION

Under Article 16(c) of EU Directive 2011/83/EU, personalized and made-to-order products are excluded from the mandatory 14-day right of withdrawal. Since all our prints are produced specifically to your chosen specifications, they qualify as personalized goods.

DAMAGED OR DEFECTIVE ITEMS

This is separate from our voluntary return policy. If your print arrives damaged or defective due to a manufacturing error or shipping damage, you have 14 days from delivery to report the issue.

Please contact us immediately at info@mickbobyrobert.com with:

  • Photos of the damaged item
  • Photos of the packaging
  • Your order number

We will provide a replacement or full refund at no cost to you, including return shipping.

NON-RETURNABLE ITEMS

The following items cannot be returned under any circumstances:

  • Sale or discounted items (unless damaged or defective)
  • Limited edition prints
  • Prints that have been installed, mounted, or framed
  • Custom orders with special requests beyond standard options

REFUND PROCESS

If your return is approved:

  1. We will send you return shipping instructions
  2. Once we receive and inspect the returned item (within 5 business days)
  3. We will process your refund minus the €15 return fee
  4. Refunds will be issued to your original payment method within 10 business days

If more than 15 business days have passed since we approved your return, please contact us at info@mickbobyrobert.com.