Damaged Prints

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DAMAGED PRINTS

We make every effort to ensure your prints arrive in immaculate condition. Our refined printing and packaging processes include multiple quality checks to maintain consistent standards. However, on rare occasions, damage may occur. This document outlines what to do in two main scenarios—damage by the shipping partner or damage by the framer/customer. (For additional details, please refer to our online refund policy.)

Damage by the shipping partner:

Time Frame: If your print is damaged during shipping, you have 14 days from the date of delivery to initiate a reprint request.
Strict Limit: We must enforce this deadline strictly because we have only 30 days to file damage claims with our shipping partner.
Reprint Authorization: If approved, we will reprint and ship your photograph at no cost, retaining the same edition number—provided all the conditions below are met within 14 days of delivery.

What to Do If Your Package Arrives Damaged

Inspect and Log: If the shipping tube is visibly damaged, have the carrier note the damage before accepting the package. Do not return it to the carrier; we will escalate on our end.
Open Carefully: As stated in our handling instructions, open the packaging tube only with your framer and after reading all guidelines.
Film the Opening: Record the unboxing to demonstrate any damage occurred during shipping, rather than from handling afterward.
Contact Us: Email us at [email protected] within 14 days to request a Reprint Request Authorization (RRA). Provide:
- Photos/videos showing damage to the print and to the packaging
- Video of you (or your framer) opening the tube for the first time
Destroy the Damaged Print: Once your request is authorized, you’ll be asked to tear the damaged print into at least eight equal pieces (on video) as proof it won’t remain in circulation.

If these steps are followed correctly, we’ll replace the print at no cost. If any step is not followed, we charge a 30% handling fee on the original retail price (before discounts), plus shipping, to cover the replacement of unframed photographs.

Damage by the Framer or Customer:

Time Frame: If the print is damaged during framing or by the customer’s handling, you have 180 days from the date of delivery to request a reprint.
Reprint Fee: We can reprint the same edition number but must charge a handling and shipping fee (details below).

Steps to Request a Reprint

Contact Us: Within 180 days of delivery, email us at [email protected] for a Reprint Request Authorization (RRA).
Provide Evidence: Attach photos/videos clearly showing the damage to your print.
Destroy the Damaged Print: Once authorized, we’ll request video proof of the original print being torn into at least eight equal pieces to ensure no duplicates exist.

A 30% handling fee on the original retail price (before discounts) plus shipping applies for these reprints. This covers direct costs, including the premium paper, ink, packaging, labor, and additional shipping.

Why do I need to destroy my damaged print?

Requiring video evidence of destruction serves two purposes:

Prevent Abuse: It stops individuals from using this policy to gain additional prints at a discount.

•2.Preserve Edition Integrity: It ensures no duplicates exist of a limited-edition number.

Why do you charge a 30% handling fee plus shipping?

We understand accidents happen, and we aim to be fair. This fee recovers our actual overhead—the cost of paper, ink, packaging materials, labor time, and the new shipment itself. We do not profit from this fee; it simply helps us maintain the high quality of our prints and service.