Last Updated: February 2025

At Kobie Prinsloo Photography, each fine art print is custom-made to order, ensuring the highest quality and exclusivity. Due to the bespoke nature of our work, we do not offer returns or exchanges. We encourage our customers to make informed decisions using the following resources:

• High-Resolution Previews – Each product page features high-quality images with a zoom function for detailed viewing.
• Comprehensive Product Information – Details on edition size, materials, and finishes are provided for every piece.
• Sizing & Framing Guidelines – To assist with selecting the perfect fit for your space, we offer detailed measurement charts and framing recommendations.
• Personal Consultation – Our team is available to provide expert guidance on print selection, sizing, and framing options.

Damaged Unframed Prints

If your unframed print arrives damaged due to shipping, we offer a complimentary reprint under the following conditions:

1. Damage Documentation – If the shipping tube is visibly damaged upon arrival, ensure that the damage is recorded by the courier before accepting the delivery.
2. Unboxing Video Evidence – We recommend opening the package with your framer while recording a video as proof that any damage was caused during transit.
3. Reprint Request – You must contact us at info@kobieprinsloo.com within 14 days of delivery to request a reprint authorization (RRA), including photos/videos of the damage.
4. Destruction of Damaged Print – Upon approval, we will require video evidence of the damaged print being torn into at least eight equal pieces.

If the above conditions are not met, a 30% handling fee on the original retail price (before discounts) of the print plus shipping costs will apply for a replacement of the damaged unframed print.

Damaged Prints During Framing

If your print is damaged during the framing process, we offer a replacement under the following conditions:

• Request Submission – Contact us within 180 days of delivery at info@kobieprinsloo.com with photos/videos of the damage.
• Destruction Proof – As with shipping damage, a video showing the print being destroyed will be required.
• Handling Fee – A 30% handling fee on the original retail price (before discounts) of the print plus shipping costs will apply for a replacement of the damaged unframed print.

Damaged Framed Prints

Given the delicate nature of shipping framed artwork, we strongly recommend adding insurance to your shipment. While we take every precaution to package framed prints securely, we cannot be held liable for frame or glass damage. If your framed piece arrives damaged:

Damaged Glass

• Contact a local framer for replacement.
• If insured, file a claim with the shipping provider.

Damaged Frame

• Minor scratches may be repairable by a framer.
• If replacement is required, the full framing cost and shipping fees apply.
• If insured, file a claim with the shipping provider.

Damaged Photograph (Framed Prints)

• If the print itself is damaged due to frame or glass damage, a reprint request must be made within 180 days from date of delivery.
• Standard reprint conditions apply, including proof of damage and destruction.
• Handling Fee: A 40% charge for the replacement print plus shipping applies, while frame replacement is charged at full price.

Contact Us

For further assistance, please reach out to us at info@kobieprinsloo.com. We are happy to guide you through the process and ensure you receive a print that meets your expectations.