Returns & refunds

Personalised goods

Because each book is made to your specification, the usual 14-day change-of-mind cancellation right for distance sales does not apply once production has started. This does not affect your legal rights where goods are faulty, damaged, or not as described.

Cancelling before production

If you contact us before your book enters production we will cancel it and refund you in full. Production usually starts within a couple of hours of your order, so please email us straight away at hello@photobook.photo.

Damaged, faulty or incorrect books

If your book arrives damaged in transit, has a printing or binding fault, or is not what you ordered, tell us within 30 days of delivery. Send your order number and a couple of photos of the problem. We will reprint and reship it free of charge, or refund you in full — your choice. You will not normally need to return the original.

What is not a fault

• Low-resolution or blurry source photos — we warn you in the builder before ordering.
• Content trimmed at the page edge within our stated 3 mm trim tolerance.
• Reasonable colour variation between a screen and printed paper.
• Typos, wrong photos or ordering the wrong size or binding.

We will still always try to help — get in touch and we will see what we can do, often at a discounted reprint price.

How refunds are paid

Refunds go back to the original payment method within 5–10 working days of us approving them. We will confirm by email when a refund is issued.