Refund policy

1. Made to order — no change-of-mind refunds

Every Bay Prints order is produced specifically for you. Because each print is made to order using your file, your chosen paper, and your chosen size, we are unable to offer refunds or returns if you change your mind after ordering.

Please take care when selecting your paper and size before placing your order. If you're unsure, send us a message before ordering — we're happy to advise.

2. File review — we check before we print

Every file is personally reviewed by a professional photographer before printing. We check that your image will print well at the size you've ordered — for sharpness, colour, and crop. If we have any concerns, we will contact you before proceeding.

We never print a file we are not confident in. This step exists to protect you from receiving a print that doesn't meet our standard.

3. Print quality — our responsibility

If your print arrives and the quality does not meet the standard we approved at the file review stage — due to a printing error, colour issue, or fault on our end — we will reprint your order at no charge.

To request a reprint, please email info@bayprints.co.za within 7 days of receiving your order, with a photograph of the issue. We will assess and respond promptly.

4. Damaged in transit — full reprint at no charge

We package every order with care. If your print arrives damaged due to transit — creased, torn, wet, or otherwise compromised — we will reprint and redeliver at no charge.

Please photograph the damaged packaging and print and email info@bayprints.co.za within 48 hours of delivery. We will arrange a replacement as quickly as possible.

5. Delivery — greater Cape Town only

We currently deliver within the greater Cape Town area only. Delivery cost is calculated at checkout based on your location. We do not ship nationally or internationally at this time.

Alternatively, you are welcome to collect from our Hout Bay studio by appointment. Studio collection is free of charge. Contact us to arrange a time.

6. Turnaround — within 48 hours of file receipt

Your print will be ready within 48 hours of us receiving and approving your file. The 48-hour window begins once your file has been reviewed, not at the time of placing your order. We will always let you know if there is a delay.

7. Your image — copyright and usage

By submitting a file to Bay Prints, you confirm that you own the rights to the image or have permission to reproduce it in print. We will not reproduce any image we have reason to believe is used without authorisation.

We will never use your image for any purpose other than producing your order. Your files are treated with complete confidentiality.

8. Contact & disputes

If anything is not right with your order, please get in touch before raising a dispute with your bank or payment provider. We are a small, owner-run business and we will always do our best to make things right quickly and fairly.

Reach us at info@bayprints.co.za — we respond the same day in most cases.

Still have a question about your order?

We're a real person in Hout Bay. Message us anytime and we'll sort it out.