Returns, Withdrawal from the Contract and Claims

The applicable rules vary depending on whether the goods are delivered to a customer within or outside the European Union, as well as on the type of product purchased.

Withdrawal from the Contract Is Not the Same as Making a Claim

Withdrawal from the contract means returning goods without giving a reason where permitted by applicable law.

A claim concerns defective goods, damage during delivery, an incorrectly supplied product or an incomplete shipment.

1. Types of Products

For the purposes of these rules, we distinguish in particular between the following types of products:

Limited-Edition Fine Art Prints

Photographic and fine art prints produced after an order has been placed, individually numbered by hand, signed by the artist and supplied with a certificate of authenticity relating to the specific print.

Open-Edition Prints

Prints that do not form part of a hand-numbered limited edition and are not associated with a specific numbered copy.

Individually Modified or Custom-Made Prints

Prints produced or modified according to the customer’s specific requirements, for example in a non-standard size, with individual alterations, personalisation or any other modification outside the standard options offered.

2. Quick Overview

Customers Within the European Union

For open-edition prints and standard options of photographic prints, the customer may withdraw from the contract within 14 days of receiving the goods, unless the right of withdrawal is excluded under applicable law.

Individually Modified or Custom-Made Prints

The right to withdraw from the contract without giving a reason may not apply to goods produced according to the customer’s specifications or clearly personalised to meet the customer’s individual requirements. This applies in particular to prints in non-standard sizes, individually modified prints or other custom-made versions outside the standard options offered.

Customers Outside the European Union

For orders delivered outside the European Union, the right to return goods or withdraw from the contract is governed by the law applicable to the individual order, the country of delivery and the nature of the product ordered.

Claims

Claims concern goods that are defective, damaged, incorrectly supplied or incomplete. The right to make a claim applies to customers both within and outside the European Union.

A. Customers Within the European Union

3. Withdrawal from the Contract Within 14 Days

A customer who is acting as a consumer and has ordered goods online may, in the circumstances provided for by law, withdraw from the contract within 14 days of receiving the goods.

No reason for withdrawal is required.

To meet the deadline, it is sufficient for the customer to send the notice of withdrawal to the seller before the 14-day period expires.

Please send the notice of withdrawal by email

The notice should include:

• the customer’s full name;
• the order number;
• the name of the product ordered;
• the date on which the goods were received;
• bank account details or other information required to issue the refund, where the payment cannot be refunded using the original payment method.

4. Limited-Edition Fine Art Prints

Limited-edition fine art prints are original photographic works produced after an order has been placed. Each print is individually numbered by hand, signed by the artist and supplied with a certificate of authenticity relating to that specific print.

The customer acknowledges that the product is not an ordinary anonymous item, but a fine art print registered as a specific numbered copy within a limited edition.

Where a limited-edition fine art print is ordered in a standard option offered by the seller, for example in a standard size and without any individual modifications requested by the customer, the right of withdrawal is assessed in accordance with the general rules governing distance contracts with consumers.

However, where a print is produced or modified according to the customer’s specific requirements, for example in a non-standard size, with individual alterations, personalisation or any other modification outside the standard options offered, it may be considered a product made to the customer’s specifications or clearly personalised to meet the customer’s individual requirements. In such cases, the right to withdraw from the contract without giving a reason may not apply.

5. Open-Edition Prints

A customer within the European Union may withdraw from the contract for an open-edition print within 14 days of receiving the goods, provided that the print is not part of a hand-numbered limited edition, is not associated with a specific numbered copy and the right of withdrawal is permitted under applicable law.

The goods must be returned undamaged, clean, complete and in suitable protective packaging.

6. Returning Goods Following Withdrawal from the Contract

The customer must return the goods without undue delay after sending the notice of withdrawal and no later than within the period prescribed by applicable law.

The goods must be returned to the seller’s address stated in the Terms and Conditions or to another return address provided by the seller.

Unless expressly agreed otherwise, the customer bears the direct cost of returning the goods.

The customer must package the goods in a manner that prevents damage during return transport. We therefore recommend using the original protective packaging, particularly the shipping tube, protective paper and other packaging materials, or alternative packaging providing an equivalent level of protection.

We recommend returning the goods using an insured delivery service.

The customer bears the risk of damage during return transport until the shipment has been delivered to the seller.

7. Protective Tube and Packaging When Returning Goods

Photographic and fine art prints are supplied in protective packaging designed to ensure safe transport and to protect the print from damage.

The protective tube, protective paper and any other protective packaging material supplied with the goods form part of the delivered shipment and of the order’s protective packaging.

When withdrawing from the contract, the customer must return the goods together with the protective tube and any other protective packaging supplied with the order, provided that these items formed part of the delivered shipment and remain available to the customer.

The customer is not required to use the original packaging exclusively, provided that alternative packaging offering an equivalent level of protection is used. The goods must nevertheless be returned in a manner that prevents damage during return transport.

Where the protective tube or other protective packaging is returned damaged, impaired, incomplete, lost or unsuitable for further use, and the damage results from improper handling, improper unpacking, unsuitable storage or inadequate repackaging by the customer, the amount refunded may be reduced proportionately.

Such a reduction may correspond in particular to:

• the actual reduction in the value of the goods;
• the cost of replacing a damaged or lost protective tube;
• the cost of replacing damaged or lost protective packaging;
• the reasonable cost of restoring the goods and their protective packaging to a condition suitable for further use, where this is possible given the nature of the goods.

This reduction does not constitute a contractual penalty. It represents only a proportionate reduction in the amount refunded, corresponding to the actual reduction in the value of the goods or to the actual costs incurred as a result of damage, impairment, loss or failure to return the protective packaging.

This provision does not apply where the customer received the shipment in a damaged condition and reported the matter to the seller as a claim or as damage sustained during transport.

8. Refunds

In the event of a valid withdrawal from the contract, the seller will refund the payments received from the customer in accordance with applicable law.

The refund will be made using the same payment method as the original transaction, unless the seller and the customer agree otherwise.

The seller is not required to issue the refund before the returned goods have been received or before the customer provides evidence that the goods have been sent back to the seller.

Where the customer selected a delivery method other than the least expensive standard delivery method offered by the seller, the seller will refund the delivery costs only up to the amount corresponding to the least expensive delivery method offered.

9. Condition of Returned Goods

Photographic and fine art prints are sensitive to touch, pressure, bending, scratching, moisture, dirt and fingerprints.

The customer must handle the print with care and return it in the condition in which it was received, allowing only for the handling necessary to establish the nature and characteristics of the goods.

The amount refunded may be reduced proportionately where the value of the goods has decreased as a result of handling beyond what is necessary to establish their nature, characteristics and functionality.

A reduction in the value of the goods may result in particular from:

• bending, creasing or breaking the print;
• damage to corners or edges;
• scratching the image surface;
• fingerprints on the image surface;
• stains, dust or other contamination;
• damage caused by moisture;
• damage caused by improper unpacking;
• damage caused by inadequate repackaging;
• damage, impairment, loss or failure to return the protective tube or other protective packaging, where it formed part of the delivered shipment and its condition affects the protection, value or further usability of the goods.

B. Customers Outside the European Union

10. Orders Delivered Outside the European Union

For orders delivered outside the European Union, the right to return goods or withdraw from the contract is governed by the law applicable to the individual order, the country of delivery and the nature of the product ordered.

Unless expressly stated otherwise, the seller does not offer customers outside the European Union any voluntary right to return goods without giving a reason beyond the rights provided by applicable law.

This does not affect the customer’s rights in respect of defective goods, goods damaged during delivery or any other rights available to the customer under applicable law.

Customers wishing to return goods from a country outside the European Union must contact the seller before sending the goods back.

The goods must not be returned without prior agreement with the seller, unless such a procedure is expressly permitted by applicable law.

11. Customs Duties, Taxes and Import Charges

Orders delivered outside the European Union may be subject to import duties, customs duties, taxes, carrier handling fees, customs clearance charges or other costs associated with importing the goods into the country of delivery.

These costs are payable by the customer unless expressly stated otherwise.

The seller is not responsible for the amount of any customs duties, taxes or import charges, or for the procedures applied by the customs authorities in the country of delivery.

Customers are advised to check any applicable import requirements and charges in their country before placing an order.

If the customer refuses to accept a shipment because of customs duties, taxes, import charges or other costs imposed in the country of delivery, any refund may be reduced by the actual costs incurred by the seller in connection with the original shipment, return transport, storage or customs clearance, to the extent permitted by applicable law.

C. Claims

12. When a Claim May Be Made

A claim may be made in particular where the customer receives:

• defective goods;
• damaged goods;
• incorrect goods;
• an incomplete shipment;
• goods damaged during transport.

Making a claim is not the same as withdrawing from the contract.

Withdrawal from the contract means returning goods without giving a reason where permitted by applicable law.

Making a claim means exercising the customer’s rights in respect of defective or non-conforming goods.

13. How to Make a Claim

A claim may be submitted by email.

Please include the following information:

• your full name;
• your order number;
• the name of the product concerned;
• a description of the defect or problem;
• the date on which the shipment was received;
• your preferred remedy, should you wish to specify one.

Please also attach photographs clearly showing the condition of the shipment and the nature of the defect or damage:

• a photograph of the print itself;
• a close-up photograph of the defect or damage;
• photographs of the packaging;
• photographs of the protective tube;
• a photograph of the shipping label;
• photographs of any damage to the outer packaging.

These materials will help us assess the claim more quickly and, where appropriate, submit a compensation claim to the carrier.

14. Damage During Delivery

If the shipment is visibly damaged upon delivery, customers are advised to document the damage immediately and, where possible, ask the carrier to prepare a damage report.

Please retain the damaged packaging, protective tube, shipping label and packing materials until the claim has been resolved.

Without this documentation, it may be more difficult to establish that the damage occurred during transport.

If the customer receives a shipment that was already damaged upon delivery, the matter will be treated as a claim or as damage sustained during transport. In such cases, any refund will not be reduced because of damage that was already present when the shipment was received.

15. What a Claim Covers

A claim covers defects that existed when the goods were received or that arose as a result of defective workmanship, incorrect fulfilment of the order or damage sustained during transport.

A claim also covers cases in which the customer receives a product other than the one ordered or an incomplete shipment.

16. What a Claim Does Not Cover

A claim does not cover damage occurring after the customer has received the shipment.

A claim also does not cover minor variations in colour, shade, contrast, brightness, tonal rendering, surface texture or overall visual appearance where such variations are consistent with the nature of a photographic or fine art print and are not caused by defective printing or production.

The customer acknowledges that images displayed on the website may differ slightly from the finished physical print. Such differences may result in particular from the settings of the customer’s monitor, mobile phone or other display device, variations in brightness, contrast or screen calibration, the type of display used, ambient lighting conditions or the difference between a backlit digital image and a physical print on paper or canvas.

Minor visual variations caused by differences in how an image is displayed on a monitor, mobile phone, tablet or other device will therefore not be considered a defect, provided that the delivered print corresponds to the product ordered and is not affected by an actual printing or production defect.

This does not affect the customer’s statutory rights where the delivered print is genuinely defective, damaged, incorrectly produced or does not correspond to the product ordered.

Damage not covered by a claim includes, in particular, damage caused by:

• improper handling;
• touching the image surface;
• fingerprints;
• bending, creasing or breaking the print;
• scratching;
• moisture;
• dirt or contamination;
• improper unpacking;
• unsuitable storage;
• improper framing;
• inadequate repackaging;
• mechanical damage occurring after the customer has received the goods.

Photographic and fine art prints are sensitive to touch, moisture, pressure, bending, scratching and fingerprints. Customers must handle prints with appropriate care.

17. Handling of Claims

Claims will be assessed according to the nature of the defect, the supporting documentation provided and applicable law.

Where Czech consumer protection law applies, the claim will be resolved without undue delay and no later than within the period prescribed by applicable law, unless the seller and the customer agree to a longer period.

Where a claim is justified, the customer may, depending on the nature of the defect and in accordance with applicable law, be offered one of the following remedies:

• delivery of a new, defect-free print;
• replacement of incorrectly supplied goods;
• an appropriate reduction in the purchase price;
• a refund of the purchase price where appropriate in view of the nature of the defect and applicable law.

The customer will be informed by email of the manner in which the claim has been resolved.

18. Commercial Guarantee

These provisions do not constitute a contractual or commercial guarantee of quality.

The seller does not provide a guarantee covering damage caused by improper handling, unsuitable storage, moisture, mechanical damage, improper framing or normal wear and tear occurring after the customer has received the goods.

This does not affect any statutory rights available to the customer in respect of defective or non-conforming goods under applicable law.

19. Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract.

To:
Radek Hill
Email

I hereby give notice that I withdraw from the contract for the purchase of the following goods:

Name of the goods:
Order number:
Date ordered:
Date received:
Customer’s full name:
Customer’s address:
Customer’s email address:
Bank account details for the refund, where the payment cannot be refunded using the original payment method:

Date:
Customer’s signature, only if this form is submitted in paper form:

Copyright

All photographs, texts, graphic elements, logos, visual materials, product descriptions and other content published on radekhill.com are protected by copyright and other applicable laws.

Unless expressly stated otherwise, Radek Hill is the author of the photographs and original content published on this website.

Without the author’s prior written consent, website content may not, in particular, be copied, reproduced, stored for subsequent use, distributed, modified, published, sold, supplied to third parties or used on other websites, social media platforms, in advertising, printed materials, databases, catalogues, presentations or for any other commercial or public purpose.

Without the author’s prior written consent, photographs, texts and other website content may not be used for the training, testing or development of artificial intelligence systems, or for the creation or expansion of datasets used by such systems, unless such use is expressly permitted by applicable law.

By purchasing a photographic or fine art print, the customer acquires ownership only of the specific physical copy of the work. The purchase of a print does not transfer copyright or grant a licence for any further use of the work.

The customer is therefore not entitled, without the author’s prior written consent, to copy, scan, digitise, distribute, publish, modify or commercially exploit the purchased print or any reproduction of it, to photograph it for the purpose of reproduction, to sell reproductions of it or to make it available to third parties.

Any use of photographs, texts or other content from the website is permitted only with the author’s prior written consent or under a separate licence agreement, unless such use is expressly permitted by law.

Unauthorised use of website content may constitute copyright infringement and may result in legal action.

Legal Notice and Use of the Website

The content of radekhill.com is intended to present original photographic work, fine art prints, products, services and related information.

The seller takes reasonable care to ensure the accuracy of the website content but does not guarantee that all information published on the website will always be complete, current or free from errors. The seller reserves the right to modify, supplement or remove website content at any time.

Unless expressly stated otherwise, the information provided on the website is of a general informational and presentational nature. Binding information relating to a specific order, price, delivery, payment, product availability and other applicable conditions is provided primarily during the ordering process and in the order confirmation.

Visitors are responsible for the manner in which they use the website content. The seller is not liable for damage resulting from the incorrect, unauthorised or inappropriate use of website content by a visitor or third party.

The website may contain links to third-party websites. Such links are provided solely for informational purposes or as supplementary resources. The seller is not responsible for the content, availability, accuracy, currency or security of third-party websites, or for the manner in which such websites process personal data.

The inclusion of a link to a third-party website does not imply that the seller endorses its content, operator, services, products or information.

If a visitor discovers that a link published on radekhill.com leads to content that is unavailable, inappropriate or otherwise objectionable, the visitor may notify the seller by email

This legal notice does not affect the customer’s statutory rights, including rights in respect of defective or non-conforming goods, the right to withdraw from the contract, consumer rights or any liability of the seller that cannot be excluded under applicable law.

Enquiries

For enquiries concerning returns, withdrawal from the contract or claims, please contact the seller by email

Radek Hill
radekhill.com