Refund Policy

Last updated: 3 August 2026

1. The short version

Before we start printing, you can cancel for a full refund. After printing, we replace or refund anything faulty, damaged or not as described, for 30 days. Because every book is made to your specification, we cannot take back a correctly produced book simply because you changed your mind. This sits alongside your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2. Cancelling before production

• You may cancel at any point before you approve the digital proof. Email us and we refund in full.
• If you decide not to proceed after seeing the proof, that also counts as before production. Full refund.

3. After production has started

• Photo books are personalised goods made to your specification, and under regulation 28 of the Consumer Contracts Regulations 2013 they are exempt from the 14-day change-of-mind cancellation right.
• This exemption does not affect your rights if something is wrong with the book itself.

4. If something is wrong with your book

• Damaged in transit, a printing or binding defect, wrong specification, or pages that do not match the proof you approved: contact us within 30 days of delivery with photographs, and we reprint or refund in full.
• You do not need to return a faulty book before we act, and we do not charge return postage.
• Colour on paper never matches a backlit screen exactly. Minor variation is normal and is not a defect, but if a book looks clearly wrong against the proof, tell us and we will look at it.

5. If your order never arrives

If tracking shows no movement for 10 business days, or the courier confirms the parcel is lost, we reprint and reship at no cost, or refund you in full — your choice.

6. How to request a refund

Email retail.sale@qroboros.co.uk or call +44 7441 425833 with your order reference (QRB-…), the date of purchase and a short description. We acknowledge every request within one business day.

Approved refunds go back to the original payment method, in the currency you paid, within 5–10 business days. BLIK payments are refunded to the bank account linked to the BLIK code used at checkout. We charge no restocking or administration fee.

7. Before you contact your bank

If you see a charge from QROBOROS LTD you do not recognise, email us first. We can identify the order from the amount and date and resolve it directly — almost always faster than a chargeback.

8. Contact

QROBOROS LIMITED, company number 17182485. Registered office: Office 7100, 58 Peregrine Road, Hainault, Ilford, Essex, United Kingdom, IG6 3SZ.