Refund policy
Last updated: 26 August 2026
⚠ The thing most print-on-demand shops get wrong
Made-to-order is not the same as personalised.
The EU right of withdrawal has an exception for goods "made to the consumer's
specifications or clearly personalised". A print produced to order **from a
fixed catalogue** is neither — the customer chose a size, they did not specify
the artwork. The 14-day withdrawal right applies in full.
Shops selling print-on-demand art routinely claim the exemption because their
supplier prints on demand. That is a supply-chain fact, not a legal one, and
claiming it is an unfair commercial practice. We do not claim it.
*(A print genuinely customised for a buyer — their photo, their text, their
dimensions — is a different product and the exemption may apply. We do not sell
those today. If we ever do, this page needs a second section, not a reworded
first one.)*
Your right to change your mind
If you are a consumer in the EU or UK, you may cancel within **14 days of
receiving your order**, without giving a reason.
The 14 days run from delivery, not from purchase.
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 the cost before you commit — for a poster it is small, and we would
rather you knew than guessed.
Prints must come back in resaleable condition. Roll them, do not fold them
— 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 return shipping on a damaged print 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 the material
behaving normally, 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 — but once it is printed, it is printed, and 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.