Returns and refunds
The document
Last updated: 4 October 2026
Your right to change your mind
If you are a consumer in the EU, the EEA (Norway, Iceland and Liechtenstein) or the UK, you may cancel within 14 days of receiving your order, without giving a reason.
The 14 days run from delivery, not from purchase.
Printing to order does not change this. The EU exception for goods "made to the consumer's specifications or clearly personalised" does not cover a print chosen from a fixed catalogue, so we do not claim it.
To cancel, email info@martiandrok.com with your order number. You may use the model withdrawal form, but any clear statement is enough.
After telling us, you have a further 14 days to send the print back. We refund within 14 days of receiving it, or of proof you sent it, to the original payment method.
Return postage is yours unless the print arrived damaged or wrong. We will tell you what it costs before you send anything.
Prints must come back in resaleable condition. Roll them for the post. A folded print is not resaleable, and we cannot refund it in full.
If it arrives damaged, wrong, or not as described
Tell us and we will reprint or refund. You do not pay return postage, and you usually do not need to send it back at all. A photograph is normally enough, because posting a damaged print back costs more than the print.
This is separate from the 14-day right and it is not limited to 14 days. Your statutory rights on faulty goods are longer and are not affected by anything on this page.
Print colour varies between screens and papers. We print on uncoated stock and colours sit slightly softer than a backlit screen. That is how the material behaves, and it is not a fault. If the difference is beyond that, it is a fault and the paragraph above applies.
If it does not arrive
Tell us. We will chase the carrier, and if it is lost we reprint at our cost. We do not ask you to wait an unreasonable time before we act.
Cancelling before it ships
Prints go into production quickly. If you email straight away we will usually catch it. Once it is printed, the 14-day right above is the route.
What is not covered
- A print damaged after delivery, by framing, sunlight or handling
- Return postage on a change of mind, per above
- Prints returned folded or otherwise not resaleable
- Buyer's remorse outside the 14-day window, where the print is as described
How to reach us
info@martiandrok.com, with your order number. We reply within three business days.