Oslo Art Prints Returns & Refunds Policy

1. Printing

Oslo Art Prints / Douglas Carr Photography has partnered with a third-party, internationally recognised fine art print lab — rated 'Excellent' on Trustpilot — to manage all professional printing and worldwide delivery. However, all orders, communication, and customer service inquiries are handled exclusively by Oslo Art Prints.

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Please do not contact our printing partner directly, as they are a white-label service provider. All customer contact must go through Oslo Art Prints.

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All artworks sold through Oslo Art Prints are Digital Graphic Art (DGA) prints, printed to your chosen size. Each print is produced on-demand by our printing partner, based on the precise configuration you selected at the time of purchase.

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Once an order is placed, it cannot be canceled or altered, including shipping address changes, as production begins immediately with our automated drop-ship system. Please verify your order carefully before checkout.

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2. Defective Prints

Oslo Art Prints / Douglas Carr Photography has partnered with a trusted international fine art printing lab known for its exceptional production standards. This partner handles all professional printing and global shipping on our behalf.

 

Despite high standards, mistakes can still occur and if you notice your print has a production defect, you must notify us within 2 years of receiving the order.

To report an issue, please contact us at osloartprints@gmail.com and include:

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• Your full name and order number

• A clear description of the expected defect and a photograph of the defected area

• A copy of the invoice 

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 If your claim is approved, a replacement will be arranged at no extra cost. In some cases, where a replacement is not possible, a refund may be issued.

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All communication must go through Oslo Art Prints / Douglas Carr Photography. Do not contact our printing partner directly, as they are a white-label service.

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3. Damaged Prints

Oslo Art Prints / Douglas Carr Photography has partnered with a trusted international fine art printing lab known for its exceptional production standards. This partner handles all professional printing and global shipping on our behalf.

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Despite high standards and careful packaging, damage during transit can occasionally occur. If your print arrives damaged, you must notify us within 14 days of receiving the order.

To report an issue, please contact us at osloartprints@gmail.com and include:

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• Your full name and order number

• A clear description of the issue

• A copy of the invoice received with your package

• Clear photographs of:

  • The damaged print

  • The outer packaging (including any visible damage)

  • The shipping label

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If your claim is approved, a replacement will be arranged at no extra cost. Refunds are not issued for damaged items, only replacements will be provided.

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We only offer refunds if the product is:

• Significantly delayed (normal delays or customs hold-ups do not qualify)

What constitutes a significant time delay is at our discretion. In either case, we may request return of the product for inspection or disposal. Returns in these cases will be at our cost, and refunds may be withheld until the return is received.

All communication must go through Oslo Art Prints / Douglas Carr Photography. Do not contact our printing partner directly, as they are a white-label service.

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4. Refunds for Non-Defective Products

If you believe your order does not match what you selected — such as discrepancies in size or material,  please contact us promptly with a detailed description and photo evidence so we can review your case.

While refunds are not guaranteed for non-defective items, we may, at our sole discretion, offer:

• a partial refund,

• or a discount toward a future purchase from Oslo Art Prints,

depending on the nature of the issue. Please note that original print and shipping costs are non-refundable in these situations.

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5. Right of Withdrawal

You have the right to return your purchase within 14 days of receiving your order. To exercise this right, please contact us within this period.

Return conditions:
To be eligible for a refund, the artwork must be:

• Returned in its original, undamaged packaging

• In original, undamaged condition

• Free from signs of handling damage, such as creases, bent corners, or fingerprints

We reserve the right to deny refunds for returned items that are not in resaleable condition.

Return shipping costs:
You are responsible for return shipping costs unless otherwise agreed upon in writing. We strongly recommend using tracked shipping when returning prints. You may use this official withdrawal form from the Consumer Authority, or simply contact us by email with your order details.

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6. Return Process

To initiate a return, please follow these steps:

1. Contact us at osloartprints@gmail.com within 14 days of receiving your order.

2. Provide your order number and a brief description of your reason for return.

3. We’ll confirm your return eligibility and send you instructions for returning the print.

4. Once your returned print has been received and inspected, and approved as undamaged and in its original condition, we will confirm your refund approval.

5. The return must be shipped within 14 days after your refund request has been approved, unless otherwise agreed.

6. Your refund (excluding original shipping fees) will be issued within 14 days of approval and paid back to the same payment method used for the original purchase.

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7. Colour Representation

Please note that colours may appear slightly different depending on the screen or device used to view the artwork. All Oslo Art Prints are edited on professionally calibrated monitors to ensure colour consistency. Prints are produced using the official Hahnemühle Pearl Giclée ICC profile, ensuring high fidelity and colour accuracy across production.

Care note: Fading caused by exposing your artwork to direct sunlight is not considered a defect.

To ensure your artwork retains its colour and vibrancy over time, we strongly recommend:

• Framing with UV-protective glass, especially for prints placed in bright or sunlit areas

• Avoiding placement of your artwork where it will be exposed to direct sunlight for extended periods

Proper care will help preserve the original quality of your fine art print.

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8. Return Shipping
If a product arrives damaged or is significantly delayed, and we approve a refund or replacement, we require the item to be returned to Oslo Art Prints for inspection. In such cases:

• The item must be returned in its original packaging and packed exactly as received, to avoid further damage during return transit.

• Refunds or replacements may be refused if the item is returned in poor condition or with additional damage caused by inadequate packaging.

• Return shipping costs will be reimbursed only after we receive and inspect the item.

• A valid shipping receipt or invoice must be provided in order to confirm and process reimbursement.

All Oslo Art Prints are limited edition. If a print is damaged and we are unable to reproduce the same edition number, we may offer a refund instead of a replacement, at our discretion.

For discretionary refunds on non-defective items (e.g., minor discrepancies), return shipping is the customer's responsibility, and original shipping costs will not be reimbursed unless otherwise agreed in writing. The return must be shipped within 14 days after your refund request has been approved, unless otherwise agreed.

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9. Timeframes for Resolution

• Approved replacements will be printed and dispatched within 2–5 business days after your claim has been accepted and we have received any required returned item(s).

• Refunds or credit note processing will occur within 14 days of receiving the returned product (if applicable).

• Please note that shipping times for replacements or refunds depend on the carrier and destination, which may add additional transit time beyond these timeframes.

• We will keep you informed via email throughout the process, including confirmation when your replacement is dispatched or your refund is processed.

• If any delays occur on our end, we will notify you promptly and work to resolve the issue as quickly as possible.

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10. Unclaimed Packages

If a package is not collected by the customer, it is considered unclaimed, and the right of return period does not automatically begin.
According to the Norwegian Right of Withdrawal Act (Angrerettloven), the customer must notify us of their intent to withdraw from the purchase within 14 days from the date the package became available for collection — not from the date of delivery.
The customer is responsible for return shipping costs. Failure to collect the package without submitting a cancellation notice within the legal timeframe does not constitute a valid return request.

For further assistance, please contact us at: osloartprints@gmail.com

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11. How to File a Claim
To report a damaged or defective order, please email osloartprints@gmail.com with the following:

• Your order number

• A clear description of the issue

• A copy of your invoice (PDF or photo)

• Photographic evidence, including:

  • At least one clear photo of the damaged packaging

  • At least one clear photo of the damaged artwork or product

We will review your claim and respond promptly. If approved, your replacement or refund will be processed as outlined above.

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12. Contact Information

Oslo Art Prints
Douglas Carr Photography (Org.nr 935 610 001)
Email: osloartprints@gmail.com
Phone: +47 96 75 1654

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