Refund policy

RETURN AND REFUND POLICY

Last updated: 4 September 2026

We want you to be happy with your print. If you are not, you can return it. This policy explains how. It sits on top of, and never below, your statutory rights as a consumer under Dutch and European Union law.

1. RIGHT OF WITHDRAWAL: 14 DAYS, NO REASON NEEDED

If you are a consumer in the European Union, you have fourteen (14) days from the day you receive your order to tell us that you are withdrawing from the purchase. You do not have to give a reason. This right of withdrawal (herroepingsrecht) follows from Book 6 of the Dutch Civil Code, implementing Directive 2011/83/EU on consumer rights.

To start a return, email robert@rokufilms.com with your order number and which item you want to return. We confirm your request and send you the correct return address. After you have notified us, you have a further fourteen (14) days to send the item back.

2. CONDITION OF RETURNED ITEMS

Prints must come back unframed, undamaged and in the original tube or flat packaging where possible. You may unpack and inspect the print the way you would in a shop. If the print is damaged by handling that went further than that, we may deduct the resulting loss in value from your refund.

3. RETURN COSTS

You pay the cost of sending the item back to us. We recommend a tracked service, because until the parcel reaches us the risk is yours. If the item is faulty, damaged in transit or not what you ordered, we pay the return cost.

4. REFUNDS

Once we have received the return, or proof that you sent it, we refund you within fourteen (14) days, to the same payment method you used to pay. We refund the price of the item plus the standard delivery cost of the original order. If you chose a faster and more expensive delivery method, we refund the standard rate.

5. DAMAGED, FAULTY OR WRONG ITEMS

Please inspect your print on arrival. If it arrives damaged, misprinted, or is the wrong size or design, email robert@rokufilms.com with your order number and photographs of the print and the packaging. We reprint and reship it free of charge, or refund you in full, whichever you prefer. You do not need to send a damaged print back unless we ask you to.

This is separate from the right of withdrawal above. Under Dutch law you keep your statutory conformity rights, which include repair, replacement, a price reduction or dissolution of the agreement, for as long as you may reasonably expect the product to last.

6. CANCELLING BEFORE DISPATCH

Our prints are made to order and production normally starts within one to two business days. If you email us before your order goes into production, we cancel it and refund you in full. After that, the return process above applies.

7. EXCEPTIONS

Gift cards, and prints custom made to your own specification, cannot be returned under the right of withdrawal. The designs in our standard collection are not personalised and can be returned normally.

8. RETURN ADDRESS

Please do not send a return before contacting us. Our prints are produced and shipped from several locations worldwide, so we will give you the correct return address for your region. Returns sent without notice may not be traceable to your order.

9. CONTACT

ROKU Prints, a trading name of ROKU Films
H.J.E. Wenckebachweg 100
1114 AD Amsterdam-Duivendrecht
The Netherlands
robert@rokufilms.com
Chamber of Commerce (KVK): 64916987
VAT number: NL002314492B07