Our customer satisfaction guarantee

Satisfaction guarantee – your memories matter to us

A photo book of your child's first year, a calendar for the grandparents or a wall print from a trip together – we know that behind every order are moments that matter to you. That's why we want you to be 100% satisfied with your product.

If your product still has a defect, we'll put it right. We'll make you a new, equivalent product free of charge.

Contact customer service

Make sure you get a perfect product when you order

• Check the resolution of your photos. The software will warn you if it is too low.
  
• Fill all pages and photo slots.
  
• Check the cropping in the preview.
  
• Proofread all texts.
  
• Check the product, size and quantity.

How the satisfaction guarantee works

1. Contact us within 21 days. Send a message to asiakaspalvelu@ifolor.fi no later than 21 days after the product was delivered. Include your order number, your contact details and what is wrong with the product.
2. Show us the defect. Attach a photo of the defect to your message. If we ask, return the product to us so that we can determine the cause of the defect. Keep the product until the matter has been resolved.
3. You get a new product. We will make you a new, identical product free of charge

What does the guarantee cover?

• Print quality defects, such as colour errors, streaks or blurriness not caused by the photo
  
• Manufacturing defects, such as binding, cutting or mounting defects
  
• Products damaged in transit
  
• Defects caused by software in productio

Good to know – how the guarantee works in practice

• Once per order. The satisfaction guarantee can be claimed once per order and customer, and it applies to one product (one copy).
  
• 21 days from delivery. What counts is the date you contact us, or the date your returned product and claim reach us.
  
• Return on request. The guarantee requires that you return the product if we ask you to. You can send the product directly together with a note stating that you are claiming the guarantee, or after first contacting customer service.
  
• The same product again. The new product is of the same type and size as the original. The product or size cannot be changed.
  
• Order value up to [€500]. The guarantee applies to orders with a value of up to [€500]. For larger orders, customer service will decide case by case whether an exception can be made.
  
• No cash refunds. We replace the defective product with a new one, not with money.

What does the guarantee not cover?

• Issues we warned you about. If the ordering software or our customer service warned you about low image resolution, empty pages or empty photo slots before you confirmed your order, the guarantee does not cover that issue.
  
• Choices made when ordering. For example, the wrong size or format, the wrong product or option (such as spiral binding), an accidental duplicate order, or offers, discount codes and gift cards that have already been used.
  
• Products excluded from the guarantee. ifolor may exclude certain products from the guarantee. The exclusion does not apply to orders already placed.
  
• Misuse. We may refuse to replace a product if we detect misuse of the guarantee.

The satisfaction guarantee does not limit your rights under the Finnish Consumer Protection Act.