Refund policy
Return & Refund Policy Last updated: June 2026
At Printoni, we stand behind every piece we make. Your satisfaction matters to us, and we will always work with you to resolve any issue fairly.
Please read before ordering Every Printoni portrait and keepsake is made to order from the photo you provide and produced by our trusted production partners before shipping directly to you. Because each piece is personalised and created uniquely for you, please review this policy and our size guide before completing your purchase.
1. Return Window You have 30 days from the date your order is marked as delivered to contact us about a return or refund.
2. Custom & Personalised Items Portraits, memorial keepsakes, and any product created from a customer-uploaded photo are made to order and personalised to that specific image. These items are non-refundable and non-returnable for change of mind, because they are created uniquely for you and cannot be resold. Custom items are eligible for a free replacement or refund only if they arrive defective, damaged, or incorrect (see sections 3–4).
3. Eligible Reasons for Refund or Replacement We accept requests when:
- The item arrived damaged or defective
- The wrong item was delivered
- The item is materially different from its description
- The item never arrived after the maximum delivery window
We do not accept requests for:
- Change of mind or buyer's remorse
- Incorrect size when a size guide was available — please measure before ordering
- Minor colour variation caused by different monitor or screen settings
- Delays caused by customs or events beyond our control
- Portrait results affected by a low-resolution, blurry, or heavily obstructed source photo (see section 8)
4. How to Request Email support@printoni.com with your order number, a description of the issue, and clear photos showing the problem. We respond within 1–2 business days.
5. Resolution Options
- Full refund to your original payment method within 5–10 business days
- Free replacement, reshipped at no charge
- Partial refund for minor issues
- Store credit, as an alternative at our discretion
For damaged or incorrect items, you are not required to ship the item back to us.
6. Return Shipping If a physical return is required, customers are responsible for return shipping unless the item is damaged, defective, or incorrect. In most cases we resolve issues without requiring a return.
7. Order Changes & Cancellations Because production begins shortly after your order is placed, cancellations or changes (including photo or address changes) can only be made within 12 hours of ordering. Once production has begun, an order cannot be cancelled.
8. Photo Quality The quality of a finished portrait depends on the photo you provide. We are unable to offer refunds for results affected by low-resolution, blurry, dark, or heavily obstructed source images. If a photo cannot produce a result we are proud of, we will contact you before production begins.
9. Chargebacks Please contact us before filing a chargeback — we resolve the vast majority of issues quickly and fairly, and we keep full records of all transactions and delivery confirmations.
Contact: support@printoni.com — response within 1–2 business days.