Damaged Prints

Please note that we make every effort to ensure that all customers receive their prints in immaculate condition. We have spent a great deal of time refining our printing and packaging process to ensure this and have various controls in place to check that these procedures are carried out consistently. 

Having said that, there are two instances where damage may occur and this document outlines the steps to follow when they do (please note that the same steps are detailed in our refund policy online):

Damage by the shipping partner: 

  • If your photograph has been damaged in shipping, you will have 14 days from the date of delivery to initiate a reprint request.
  • Your photograph will be replaced free of charge with a reprint with the same edition number provided the following conditions listed below are met within the 14 day period.
  • Note that this time limit will be enforced strictly as we only have a 30 day window in which to pursue damage claims against the shipping partner.
  1. If the packaging tube is damaged in any way when you receive it from our shipping partner, please ensure that this damage is logged by them before accepting the delivery. However please do not attempt to return the package to the shipping partner. We will escalate this from our end.
  2. As is detailed in our handling instructions, we recommend only opening the packaging tube with your framer after carefully reading our handling instructions. Please film the opening of the packaging tube, as this serves as evidence that the damage was due to shipping and not due to customer handling of the print.
  3. A reprint request authorisation must be requested as soon as possible but at the latest within 14 days of your date of delivery. You must contact us at sales@rabinowitz-photography.com to request and receive an RRA.
  4. Please provide detailed photo/ video evidence of the damage to your photograph/s as well as any damage to the packaging in your initial request as well as the video showing the print being opened for the first time.
  5. Once your reprint request has been authorised, you will be requested to provide video evidence of the destruction of the original photograph by tearing it into at least 8 equal pieces.
  6. If the above conditions are met, we will replace the damaged print at no cost to you.
  7. If the above conditions are not met, we charge a 30% handling fee on the original retail price (before discounts) of the photograph plus shipping for the replacement of damaged unframed photographs. 

Damage by the Framer or Customer:

  • We understand that handling limited edition photographs, especially during the framing process can be tricky and that accidents happen. 
  • If your photograph has been damaged during the framing/ handling process, you will have 180 days from the date of delivery to initiate a reprint request. 
  • Your photograph will be replaced with a reprint with the same edition number subject to a handling and shipping fee (see below).
  1. A reprint request authorization must be requested within 180 days of your date of delivery. You must contact us at sales@rabinowitz-photography.com to request and receive an RRA.
  2. Please provide detailed photo/ video evidence of the damage to your photograph/s in your initial request. 
  3. Once your reprint request has been authorised, you will be requested to provide video evidence of the destruction of the original photograph by tearing it into at least 8 equal pieces.
  4. We charge a 30% handling fee on the original retail price (before discounts) of the photograph plus shipping for the replacement of damaged unframed photographs. This effectively covers the direct costs involved in replacing your print.

Why do I need to destroy my damaged print?

We ask customers to send us video evidence of the destruction of the damaged photograph for two reasons:

  1. To avoid customers taking advantage of this provision as a way of getting multiples of the same print at a discounted price and
  2. To maintain the integrity of the edition ensuring that no duplicates of the same edition number exist.

Why do you charge a 30% handling fee plus shipping?

We understand that accidents happen so our approach to reprints is simply to cover our actual overhead in reprinting the photograph, including the cost price of the paper and ink used, as well as packaging materials and time. Additionally we need to pay to ship the item again and hence recover that cost from customers too.