Cancellation and returns.

Withdrawal rights for personalised goods

The usual 14-day right of withdrawal does not apply to goods made to a consumer’s specifications or clearly personalised. This applies to a memory book or framed work made using your child’s artwork. This exception does not remove your right to report damage or non-conformity.

If you wish to cancel

In addition to statutory rights, we offer cancellation with a full refund of the amount paid if we have not yet started digitising your materials or preparing the proof. This applies to both book reservations and large-format artwork orders.

If work on the proof has already been completed, the cancellation settlement may include only work actually carried out and a proportionate fee agreed with you in writing before work began. We provide a breakdown of the work and any proposed deduction. Without that prior agreement, we do not deduct a design fee. The €19 reservation is not automatically treated as a design fee or a penalty.

If production is already under way, we check whether it can be stopped and agree the settlement in writing. Once the agreed personalised product has been made and conforms to the order, we do not offer a change-of-mind refund. This does not exclude remedies for our errors, non-conforming goods or other statutory rights.

Expiry of the 30-day reservation period is not itself a reason to retain payment. If we cannot fulfil the order and no alternative is agreed, we refund the amount received for the unfulfilled order; this does not restrict the customer’s other legal claims.

Once the cancellation settlement is agreed, we refund without undue delay and within 14 days, using the original payment method unless another arrangement without additional cost to the customer is agreed. Where applicable law requires an earlier deadline or a different refund procedure, we follow it.

Damaged or non-conforming goods

Consumers may submit a non-conformity claim within two years of receiving the goods. Notify us within two months of discovering the issue. Describe the problem and the remedy you seek; include proof of purchase and photos if possible.

You may first request a free repair or replacement, subject to the statutory conditions. A price reduction or contract termination and refund may be available where provided by law. We remedy non-conformity within a reasonable time, without significant inconvenience, and cover necessary return costs.

Response and dispute resolution

We reply to a written consumer complaint within 15 working days of receipt. If objective reasons prevent this, we promptly explain the reason in writing and give a reasonable response deadline. If we cannot reach agreement, you may contact Latvia’s Consumer Rights Protection Centre at www.ptac.gov.lv and, as provided by law, the Consumer Dispute Resolution Commission or a court.