REFUND AND REPLACEMENT POLICY

We want you to feel good about what you order from us. Most of our products are made just for you, so this policy explains when refunds or replacements apply and how to request help.

1. Custom Products

Most items we sell are personalised. Because each order is made especially for you, we cannot accept returns for reasons like a change of mind or choosing the wrong photo.
This follows EU rules that allow exceptions for custom goods.

Even so, we always want you to be happy, so if something feels off, please reach out and we will take a look.

2. If Your Order Arrives Damaged

If your item arrives damaged or has a production issue, we will replace it at no cost.
Please contact us within 14 days of delivery and include:

  • your order number
  • a short description of the problem
  • clear photos of the product and packaging

Once we confirm the issue, we will send a replacement right away.

3. If There Is a Print or Quality Problem

Sometimes colours, sharpness or alignment can turn out different from what you expected. If this happens because of a production error, we will replace the item.

If the issue comes from the photo itself, such as low resolution, heavy cropping or a dark original file, we will let you know. In some cases we can still offer a discounted reprint.

4. Lost or Missing Orders

If your order has not arrived, start by checking the shipping update and the address you provided.
If the carrier confirms it is lost, we will send a replacement.

5. Wrong Item Received

If you receive the wrong product, the wrong size or the wrong frame style, we will replace it.
No need to return the incorrect item unless we ask for it.

6. Returns for Non-Custom Items

If you ever order a non-personalised product, you may return it within 14 days of delivery.
The item must be unused and in its original condition.
You cover the cost of return shipping unless the return is caused by a mistake on our side.

7. Refunds

Refunds are offered only when:

  • a replacement is not possible
  • the item is non-custom and returned within the 14-day window
  • a confirmed production mistake cannot be fixed

Refunds go back to your original payment method.
Processing time depends on your bank or card provider.

8. How to Request a Refund or Replacement

Email us at fotofly.biz@gmail.com with:

  • your full name
  • your order number
  • a clear description of the problem
  • photos when needed

We usually reply within one working day.

9. Cancellations

Custom orders can only be cancelled if production has not started yet.
If the order is already in progress, cancellation is not possible.

Non-custom items can be cancelled before they are shipped.

10. Questions

If you are unsure about something, message us.
We are here to help and want to make sure you enjoy what you receive from us.