Return & Refund Policy

Quicklinks

Unwanted items (“changed your mind”)

Damaged or defective orders

Order never arrives / order missing in the post

Buyer decline customs fees

My goal at Obsidian Urbex Photography is your complete satisfaction with your experience. I also believe in clear communication and transparency; you will get this from me at all times. This is my promise to you! With that in mind, please do reach out to talk to me at any point on social media or via my Contact Me form. If you have placed an order, you can also reply to your Order Confirmation/Disptach emails to get in touch with me directly.

Unwanted items (“changed your mind”)

It is perfectly fine to change your mind about an order (we all do it!). If I have not yet dispatched your order, reach out and we can arrange the cancellation. If the order has already despatched, my refund policy is outlined below;

• Returns are accepted for in-stock items
  • This includes books, zines, calendars, lucky dip prints, postcards & greetings cards
  • The full order amount will be refunded to you as soon as I receive the item
  • If the item is damaged, by the buyer including damage due to incorrect return packaging, adjustments will be agreed to the refund amount
  • The buyer is responsible for paying return postage. I recommend insured & tracked methods, as returned items lost/damaged during shipping will not be refunded
• Returns policy for bespoke items
  • Items that are printed to order (bespoke items) are created specifically for you; returns are not accepted on these items if you decide you no longer want them.
  • This includes custom made art, fine art prints (framed, unframed and metal prints)
  • Contact me to discuss options; partial refunds subject to adjustment/re-stocking fees can be mutually agreed after a chat

Damaged or defective orders

• All damaged items, will be considered for refund or replacement (including bespoke items)
• After sufficient photo evidence has been provided by the buyer, I will inform them of the next steps and options for refund or replacement. I will work with you to ensure a satisfactory outcome.

Order never arrives/ Order missing in the post

• My free shipping options typically do not include tracking, so please keep this in mind and consider my Express/Tracked shipping options if you have any concerns.
• All items are sent with adequate insurance; items lost during shipping will be replaced free of charge.
• Depending on the delivery service used, the buyer may be requested to wait a reasonable amount of time to confirm the item is lost rather than delayed. This will be a maximum of 28 days for free delivery items.
• After I am notified of a missed delivery, I will inform the buyer of the next steps and timeframe for replacement despatch. I will work with you to ensure a satisfactory outcome

Buyer declines customs fees

• Sometimes, customs fees can be applied when the item enters your country.
  • If these are applied, the buyer is responsible for paying them
  • If the buyer doesn’t pay, or declines to pay, the item will be automatically returned to me without any further action required
    • If an item is returned due to unpaid or declining to pay custom fees, I will process a refund of your item
    • The refund will include deductions for the original cost of postage (proof of cost will be supplied), as well as for any damage to the item. This will be calculated and agreed with the buyer before the refund is processed.
• Shipping to buyers in the EU
  • You have the option to purchase my books/zines/cards/calendars through my Etsy Store. Another option is if you have an eBay account, contact me and I can arrange payment via eBay for you. Both of these methods will allow you to pay the VAT during the check-out process via these marketplace systems. This way, you can be sure that your item will arrive quickly and with no surprise costs.
  • Larger prints, framed prints and metal prints will be created in one of my professional partner photo labs. Currently these labs are located in The Netherlands and Germany. As the goods are not being imported into the EU, there will be no VAT or additional fees for you.
• Shipping to buyers in the USA
  • All USA orders shipped by me will be sent Delivery Duties Paid (DDP). If additional tariff/import fees are due, these are included in the price (in US$) that you pay. Using this method, your item will arrive with no surprise costs.
  • Larger prints, framed prints and metal prints will be created in one of my professional partner photo labs in the USA. As the goods are not being imported into the USA, there will be no tariff payments or additional fees for you.