DAMAGED PRINT
We take great care to ensure that every print reaches you in perfect condition. Our printing and packaging processes are designed with precision and include multiple quality checks to uphold our high standards.
However, in rare cases, damage may occur during transit or handling.
This document explains the steps to follow in two situations:
Damage caused by the shipping carrier, and
Damage caused after delivery by the framer or customer.
(For further information, please refer to our online Refund Policy.)
Time Frame:
If your print is damaged during shipping, you must notify us within 14 days of the delivery date to initiate a reprint request.
Strict Deadline:
This deadline is enforced without exception, as our company has a limited time frame (30 days) to submit claims to the shipping carrier.
Reprint Authorization:
If your claim is approved, we will reprint and ship the replacement photograph at no additional cost, retaining the same edition number—provided that all requirements listed below are fulfilled within 14 days of delivery.
Inspect Upon Delivery:
If the shipping tube or package shows visible signs of damage, ask the carrier to make a note of it before you accept delivery.
Do not return the package to the carrier. We will handle the escalation process directly.
Handle with Care:
Open the package only in the presence of your professional framer and in accordance with the handling instructions provided.
Record the Unboxing:
Please record a video of the unboxing process to verify that any damage occurred during transit rather than during handling.
Contact Us:
Email us at [email protected] within 14 days of delivery to request a Reprint Request Authorization (RRA).
Include the following:
Clear photos and/or videos showing the damage to the print and packaging.
A continuous video of the unboxing (showing the tube being opened for the first time).
Destruction of Damaged Print:
Once your RRA is approved, you will be asked to destroy the damaged print (tear it into at least eight pieces) on video as verification that it will not remain in circulation.
If all steps are completed correctly, a replacement print will be issued free of charge.
If any step is omitted or incomplete, a 30% handling fee (based on the original retail price before discounts) plus shipping costs will apply for replacement of unframed photographs.
Time Frame:
If a print is damaged during framing or through customer handling, you have 180 days from the delivery date to request a reprint.
Reprint Fee:
We can reprint the same edition number; however, a handling and shipping fee will apply (details below).
Contact Us:
Within 180 days of delivery, email us at [email protected] to request a Reprint Request Authorization (RRA).
Provide Documentation:
Include clear photos or videos that show the extent and nature of the damage to the print.
Destruction of Damaged Print:
Once your request is approved, you will be asked to record a short video showing the damaged print being destroyed (torn into at least eight pieces) to ensure no duplicate editions remain in circulation.
A 30% handling fee, calculated on the original retail price before discounts, plus applicable shipping costs, will be charged for these reprints.
This fee covers direct production and logistics expenses, including fine art paper, pigment ink, packaging, handling, and delivery.
Requiring video confirmation of destruction serves two important purposes:
Prevention of Policy Misuse:
It ensures that this policy cannot be exploited to obtain additional prints at a reduced cost.
Preservation of Edition Integrity:
It guarantees that no duplicate copies of a limited-edition print remain in circulation, thereby maintaining the authenticity and value of the edition.
We recognize that accidents can happen and approach every reprint request with understanding and fairness.
The 30% handling fee, along with applicable shipping costs, reflects only the direct expenses associated with producing and delivering a new print. These include fine art paper, archival pigment inks, protective packaging, manual inspection, and labor time.
This fee is not intended to generate profit, but rather to preserve the consistent quality standards and craftsmanship that define each print.
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© 2025 Ektos World – Nick Dessypris.