Legal
Returns & cancellation
Last updated: July 2026
Because every Piktura print is manufactured specifically for you from your own photo, it is a custom-made product. This affects your right of withdrawal differently than off-the-shelf goods — this page explains how.
Cancel before production starts
You can cancel your order free of charge at any time before production begins. Look for the "cancel order" option on your order confirmation and order-tracking page, or contact us directly and we'll cancel it for you if production hasn't started.
Why custom prints are treated differently
Under EU consumer law, the statutory 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized (Article 16(c) of the Consumer Rights Directive; § 312g (2) no. 1 BGB in Germany). Because each Piktura print is generated and produced from your own photo and choices, it falls into this category once production has started.
What this means in practice
Before payment, we clearly disclose that your order is custom-made and that withdrawal is only possible until production starts. After production begins, you cannot cancel or return the print simply because you changed your mind.
Defects, damage, or errors
This custom-goods exception does not affect your statutory warranty rights. If your print arrives damaged, has a manufacturing defect, or doesn't match what you ordered, contact us with your order number and a photo — we will replace it or refund you free of charge.
How to request a cancellation, replacement, or refund
Email support@piktura.example with your order number, or use the "Contact support" option on your order page. We aim to respond within 2 business days.
Legal review notice
This page is a product-requirement placeholder based on our current understanding of EU and German consumer law for custom-made goods. It will be reviewed and finalized by qualified legal counsel before public launch.