Order Issues and Refunds

Manufacturing Issues

If a product arrives with visible damage or a confirmed production flaw, Obscura will resolve the issue by issuing either a replacement or a refund at no cost. Requests must be submitted within 30 days of delivery and include clear photographic evidence. Returned items are not required for manufacturing-related issues.

Shipping Exceptions

Orders that are returned or fail to deliver due to incorrect or incomplete address information are not automatically refunded. In these cases, merchants may choose one of the following resolutions:

  • Request a reprint, with additional charges applied
  • Receive a refund for the product cost only. Shipping fees are excluded

If a shipment is delayed or lost as a result of carrier handling, merchants may:

  • Submit a claim directly through the carrier’s official claim process
  • Contact Obscura support with the order reference to request a replacement shipment at no additional charge

Once a shipment is confirmed as Delivered by the carrier, Obscura cannot provide refunds or replacements. Merchants should advise their customers to verify delivery locations and contact the local carrier for further assistance.

Non-Returnable Situations

Because Obscura operates on a print-on-demand basis, products are produced specifically for each order. Refunds or reprints are not available in the following situations:

  • Incorrect size or color selections
  • Order cancellations or changes after production begins
  • Minor variations in print placement or color within a 0.5-inch tolerance

Requesting Support

To report an issue, please contact support@obscuraphotougifts.com and provide:

  • The order number
  • A short explanation of the issue
  • Clear images of the affected product and packaging, when applicable

If multiple units are affected by the same issue, visual proof showing all items together may be required for verification.

All requests are reviewed individually. Obscura typically responds within three business days, and approved resolutions are processed promptly.