The customer wants to change or cancel their order. What should I tell them?

Our service is designed so that the customer pays for their order and chosen delivery fee during the confirmation step, and in most cases, the products move to production immediately. Because of this, it is not possible to modify an order afterward. If the customer wishes to add additional photos, these need to be placed as a new order.

Personalized photo products do not have a cancellation right, as they cannot be resold to other customers.

When placing their order, the customer has accepted the following terms:

Please double-check your order before confirming. After payment, your order is sent directly to production and cannot be modified afterward. If you have multiple photo codes, you can save on delivery fees by combining them into a single order. By placing your order, you agree to the product delivery terms.

Delivery Terms

We carefully process every order. However, if you notice any manufacturing defects or other issues caused by us that result in the product not matching its description in the online service, you are entitled to a standard 14-day exchange for a replacement product.

Because your photos and the products made from them are personal, we are unfortunately unable to take them back for resale. For this reason, our products do not have a return right. This is based on a decision by the Finnish Consumer Ombudsman, which states that the personal nature of these products, and the fact that the customer has seen and selected their photos and previewed realistic product images before ordering, excludes them from return rights.

Can I still refund the customer?

If you wish to refund the customer, you can do so by refunding the payment to them directly (outside of the service) and by not producing the product. Please note that the order cannot be canceled afterward in the order system, and service commissions will still be deducted automatically.

If you are using a partner lab for production, please discuss the order cancellation with them directly to arrange this on a case-by-case basis.