Policy Overview
Pigeon Printhouse does not offer refunds or returns for any bulk order print purchases made. All print orders are final due to the custom and un-reusable nature of the product.
If your bulk ordered prints arrive damaged or get lost, we will replace them for you at no charge to you. Damaged prints must be reported to our team at hello@pigeonprinthouse.com within 48-hours of your order’s delivery, and with photographic proof of harm (please see full policy below).
Bulk Order Print Replacement Policy
Our damaged prints replacement policy lasts 48-hours after order delivery (the delivery date/time provided by the courier in your package’s tracking link). If 48-hours passes after your purchase’s delivery date/time, the replacement policy is no longer applicable, except by Pigeon Printhouse’s discretion. We have a tight window for this policy due to the nature and fragility of the product itself (fine art prints) and the longer it is in the purchaser’s care, the opportunity for damage increases – which our policy only supports damage caused in-transit, not harm caused by the purchaser.
To be eligible for a damaged prints replacement, you must provide photographic proof that the prints and packaging have been damaged. This allows our team to submit a claim with the courier for damages inflicted. Without photographic evidence of damage to prints and packaging, we will be unable to approve your replacement request.
If your prints are lost in-transit, we will first submit a “find my package” request with the courier which can take a few business days to complete (our team has no control over how long this process takes, so please have patience as we will keep on top of the status of this request). If the package is not able to be located by the courier, we will then be able to produce and ship your replacement prints. Our team will then provide you via email with a new tracking link for your new package.
Print-on-demand Refund, Return, and Replacement Policy
Policy Overview
Pigeon Printhouse does not offer refunds or returns for any print-on-demand prints fulfilled by our team for you. The only exception to this rule is if our team makes an error in sending a lesser quantity of prints to a customer than they had actually ordered, and then they request a refund for that print rather than a “replacement.” Otherwise, all print orders are final due to the custom and un-reusable nature of the product.
If your customer’s prints arrive damaged or get lost, we will replace them for you at no charge to you or the customer. Please report your customer’s lost or damaged prints to our team at hello@pigeonprinthouse.com. For damaged prints, we must hear from you within 48-hours of their order’s delivery and we must be provided with photographic proof of harm to both the package and print(s) (please see full policy below).
POD Print Replacement Policy
Our POD (print-on-demand) damaged prints replacement policy lasts 48-hours after order delivery (the delivery date/time provided by the courier in the package’s tracking link). If 48-hours passes after the customer’s purchase delivery date/time, the replacement policy is no longer applicable, except by Pigeon Printhouse’s discretion. We have a tight window for this policy due to the nature and fragility of the product itself (fine art prints) and the longer it is in the purchaser’s care, the opportunity for damage increases – which our policy only supports damage caused in-transit, not harm caused by the purchaser. So, with this in mind, please properly inform your customers of this 48-hour window to report damages and add this verbiage to your store policies.
To be eligible for a POD damaged prints replacement, your customer must provide you with photographic proof that the prints and packaging have been damaged, which you will then forward these images to our team at hello@pigeonprinthouse.com. This allows our team to submit a claim with the courier for damages inflicted. Without photographic evidence of damage to prints and packaging, we will be unable to approve a free replacement request.
If POD prints are lost in-transit, we will first submit a “find my package” request with the courier which can take a few business days to complete (our team has no control over how long this process takes, so please have patience as we will keep on top of the status of this request). If the package is not able to be located by the courier, we will then be able to produce and re-ship the replacement prints directly to your customer (this is at no cost to you or your customer). Our team will then provide you via email with a new tracking link for your customer’s new package.
Got More Questions?
Contact us at hello@pigeonprinthouse.com with questions and we’ll be happy to help! 🙂