Returns & Refunds

Prints produced to order

All prints are produced to order after payment is confirmed. Because of this, the standard EU 14-day right of withdrawal does not apply (Art. 6:230p sub e, Dutch Civil Code). However, we want you to be happy with your purchase — if something is wrong, please get in touch.

Damaged or faulty goods

If your print arrives damaged — whether due to transit or a fault in the print itself — you are entitled to a free reprint or a full refund, whichever you prefer. We bear full legal responsibility for your order arriving in good condition regardless of who caused the damage.

To report a damaged order, please:

1. Email us at printshop@julianruizburgos.net within 7 calendar days of delivery.
2. Include your order number and clear photographs of both the damaged packaging and the damaged print. These are required for us to file a claim with PostNL.
3. Tell us whether you would prefer a reprint or a refund. We will process your preferred remedy promptly.

If you discover damage later than 7 days after delivery, please still contact us — we will consider each case individually.

Reprints

A replacement print will be dispatched within 3–5 business days of us confirming the damage. You do not need to return the damaged print in most cases, though we may ask you to hold on to the packaging for PostNL inspection.

Refunds

Refunds are issued to the original payment method via Mollie. Please allow 5–10 business days for the refund to appear on your statement after we confirm it.

Change of mind

If you are not satisfied with your print for a reason other than damage or fault, please contact us within 14 days of delivery. We will consider your request and aim to find a fair resolution. If a return is agreed, the print must be returned in its original undamaged condition and return shipping costs are the buyer’s responsibility.

Postcards

Postcard orders are personalised items (custom message, specific recipient). They cannot be returned or refunded once written and mailed. If your postcard does not arrive, please contact us and we will investigate with PostNL.

Contact

For any returns or refunds enquiry: printshop@julianruizburgos.net