Print Order & Refund Policy

This Print Order & Refund Policy (the “Print Policy”) applies whenever you order a physical art print, framed print, or other physical product (each a “Print”) from PicturaLabs. It supplements our Terms of Service and, together with the order details shown at checkout, forms the contract for the sale of the Print. Where this Print Policy conflicts with the general Terms of Service in respect of a Print order, this Print Policy prevails for that order.

PicturaLabs is a brand of Innomaition Agency, operated by Anton Popovitch, registered address 20457 Hamburg, Germany. PicturaLabs is the seller of the Print.

Prints are manufactured and shipped on demand by our third-party print and fulfilment partner. Payments for Prints are securely processed by Stripe. Your full card details never touch our servers.

By placing a Print order and completing payment, you confirm that you have read, understood, and agree to this Print Policy.

Every Print is produced individually for you, on demand, according to the specification you select — including your chosen artwork or uploaded image, size, format, paper, frame, mount, and glaze. No Print is held in stock; production only begins after your order and payment are confirmed.

Because each Print is custom-made and personalised to your specification, it is not suitable for return or resale to another customer.

Under Article 16(c) of EU Directive 2011/83/EU (Consumer Rights Directive) and § 312g (2) no. 1 of the German Civil Code (BGB), the statutory 14-day right of withdrawal does not apply to the supply of goods that are made to the consumer’s specifications or are clearly personalised. As every Print is made to order and personalised to your specification, you have no right of withdrawal in respect of a Print.

When you place a Print order, you expressly request that production begins immediately and you acknowledge that, as a result, you lose any right of withdrawal for that Print. This consent is obtained from you before you complete payment.

Accordingly, we do not accept returns, cancellations, exchanges, or refunds for Prints on the basis of a change of mind, buyer’s remorse, an incorrect option chosen by you (for example the wrong size, frame, or artwork), an image supplied by you that was low quality, or any other reason unrelated to a defect or shipping damage. Please review your artwork, size, and all options carefully before you order.

Nothing in this section limits or excludes your mandatory statutory rights as a consumer, including your statutory rights in respect of defective, damaged, or incorrect goods described below, which cannot be waived.

Because Prints go into production shortly after payment, we can generally only cancel an order and issue a full refund if it has not yet been sent to production or fulfilment. If you wish to cancel, contact support@picturalabs.com as soon as possible — and in any event within 12 hours of ordering — quoting your order details. We cannot guarantee cancellation of requests received after this window or once a Print has entered production.

Once a Print is in production, it can no longer be changed or cancelled, and the applicable statutory rules for personalised goods apply.

We want you to be delighted with your Print. If your Print arrives damaged, materially defective, or is not the product you ordered, you are entitled to a remedy under applicable consumer protection and statutory warranty law (Gewährleistung, §§ 434 ff. BGB), in addition to any voluntary remedy we offer.

Please contact us at support@picturalabs.com within 14 days of delivery and include: your order details, a clear description of the problem, and photographs showing the issue (and, where relevant, the packaging). Photos allow us and our fulfilment partner to investigate and resolve valid claims quickly.

For a valid claim, our standard remedy is a free replacement (reprint) of the affected Print at no additional cost to you. Because each Print is made to order, we remedy defects and shipping damage by reprinting rather than by issuing a cash refund. A refund of the amount paid for the affected Print will only be provided where a replacement is not possible, would be disproportionate, or where a replacement again proves defective, in each case to the extent required by applicable law. Nothing in this section affects any mandatory statutory rights you may have.

In most cases we resolve valid claims from your photographs alone and do not require you to return the Print. Please do not return any Print without contacting us first and receiving return instructions; unsolicited returns, and returns for reasons other than a defect or shipping damage, are made at your own expense. Only where we expressly ask you to return a damaged or faulty Print will we cover or reimburse the reasonable return postage costs for that return, as required by applicable law.

Your statutory rights as a consumer remain unaffected by the time frame above; the 14-day request is intended to help us resolve issues promptly.

Prints are physical products reproduced from digital images. Slight variations in colour, tone, contrast, and appearance between what you see on your screen and the finished Print are normal and inherent to the printing process, as screens and printed media render colour differently. Minor variations in cropping, trimming, and framing within standard production tolerances are also normal.

Such normal variations, and any characteristics resulting from the quality or resolution of an image you supply, are not defects and are not grounds for a refund or replacement.

Estimated delivery windows are shown at checkout and depend on the shipping method selected and the destination. These are estimates only and are not guaranteed delivery dates. Production and dispatch times are additional to the carrier’s transit time.

You are responsible for providing a complete and correct delivery address. We are not liable for delays, non-delivery, or additional costs caused by an incorrect or incomplete address you provide. Re-shipping to a corrected address may require a new order at your expense.

Risk of loss or damage to the Print passes to you once the Print has been delivered to the delivery address you provided. If delivery is materially delayed beyond a reasonable period (for example, exceeding 30 days from dispatch), please contact us and you may be entitled to cancel the affected order and receive a refund.

Any import duties, customs charges, or taxes imposed by the destination country are your responsibility unless stated otherwise at checkout.

The price for your Print, including shipping and any applicable taxes, is the price shown to you at checkout at the time of ordering. Prices are calculated at checkout and are final for that order.

Any applicable VAT or sales tax treatment is indicated at checkout where relevant. Payments are processed by Stripe; by completing checkout you authorise the charge for the Print, shipping, and any applicable taxes to your selected payment method.

Our liability in connection with the sale of Prints is subject to the limitations and exclusions set out in the “Limitation of Liability” section of our Terms of Service, to the extent permitted by applicable law. Nothing in this Print Policy excludes or limits our liability where it may not be excluded or limited under applicable law, including liability for death or personal injury caused by negligence, for fraud, or under mandatory statutory product liability and consumer protection rules.

This Print Policy is governed by the laws of Germany, without prejudice to any mandatory consumer protection provisions of the country in which you have your habitual residence. Disputes are subject to the jurisdiction described in our Terms of Service.