Returns & Warranty Information

Returns & Exchanges for Gallery Purchases

Marcel Van der Horst Photographer utilises the best quality print and product services in the country, but in rare cases, as with most handmade items and shipping accidents there will be faults and defects. 

  • If you receive an item that is damaged in transit, notify me straight away via email and I will arrange an immediate replacement. Good clear photos of the packaging before and after opening will be required.
  • If you detect a fault in the item that is not subject to shipping damage, please take good quality photos and email me straightaway. I will pass them on to the supplier so they can reprint and then ship the replacement out to you. In rare cases the old item will need to be returned to the supplier for recycling or inspection. 
  • All faults or defects need to be brought to my attention within 3 days of receipt. 
  • Once an item is ordered from the gallery store, the purchase is final due to the one off nature of the item. Any exchanges or refunds for change of mind cannot be honored. 
  • Albums designed in PicTime are final once they are ordered. For full input into the design, you need to order the 12x12” custom bespoke album as indicated in the PicTime store.  
 

Warranty

Warranty against construction and fading of printed goods varies by supplier and is sometimes assessed on a case by case basis. Every precaution is taken for the best quality handling of the goods as well as the materials of they are made off. If there is a concern with the longevity of a product or you see noticeable defects, please make them known as soon as possible. 

  • Loose prints, ready to frame prints have a lifetime archival guarantee that covers it from fading and deterioration. Reprints are made from archived JPEG files and replaced at no cost. This excludes sun damaged prints and prints/mounts with mould or water damage.
  • Canvases, framed canvases and framed prints are covered by a 75 year warranty that covers it from fading, deterioration and frame integrity. 
  • Albums need to be assessed on a case by case basis as all album manufactures don’t warrant their production as the item is subject wear and tear. Glue, binding and foiling failures need to be reviewed by the printer, but warranty does cover print fading and paper breakdown for up to 12 months.