Refund policy
1. Personalized products
Every Rollbum photobook is printed using your photos and design. Because each book is personalized, we do not accept change-of-mind returns after production begins except where applicable law requires otherwise. This does not affect rights for damaged, defective, materially incorrect, or undelivered goods.
2. Damage, defects, or an incorrect book
Contact hello@rollbum.com within 30 days of delivery with the Shopify order number, a description, and clear photos of the book and packaging where useful. We will investigate with RPI and arrange an appropriate replacement or refund. You will not be charged to ship an approved replacement for our error or a production defect. The reporting window does not shorten mandatory legal rights.
3. Cancellation or production failure
If cancellation is confirmed before the printer begins production, the approved amount is refunded through Shopify to the original payment method, including the cancelled order's shipping and tax. A request alone is not confirmation. See the Cancellation Policy.
If we confirm that a paid book cannot be produced or fulfilled, we will request an idempotent Shopify refund. A financial refund does not by itself prove manufacturing stopped; we will tell you if printer action is still required.
4. Partial refunds
A partial refund does not automatically cancel the physical book. Rollbum reviews the refunded item and quantity and the current RPI state before attempting any manufacturing cancellation.
5. How refunds arrive
Shopify records and processes approved Shopify-order refunds through the original payment method. Bank, card, wallet, and payment-provider timing varies. We cannot redirect a refund to a different account. Legacy orders bought directly through Stripe or PayPal before the Shopify cutover remain supported through their original provider.
6. Returns
Contact us before sending a book anywhere. We will tell you whether a return is needed and provide instructions. If a return is required for our error or a confirmed defect, we will provide an agreed prepaid or reimbursed method. Do not send a book directly to RPI or to a shipping-label address without instructions.
7. Design choices and mandatory rights
Please review spelling, photo quality, cropping, page order, and format before payment. Customer-approved design choices and normal screen-to-print color, paper, binding, bleed, or trimming differences are not automatically manufacturing defects. We will still investigate if the delivered book does not reasonably match the order.
Nothing in this policy excludes or limits consumer rights that cannot lawfully be excluded.