Returns and complaints

This is a translation. The Danish version applies.

In short

• There is no right of withdrawal on photo books and photo calendars, because they are made for you.
• You can cancel free of charge for 60 minutes after you have paid.
• If what you received is faulty, you have a 2-year right to complain under the Danish Sale of Goods Act (købeloven).
• On top of that you have our print promise (trykløfte) for print faults and damage on the way: if you contact us within 60 days after you collected the book or calendar and send a few pictures of the fault, you choose between a new one and your money back. You don’t have to send it back.

Where we write “book” below, it includes calendars.

Fault or damage? What to do

Write to hello@familyprint.app or call [TELEFON]. Give your order number, what is wrong and what you would like. Feel free to send pictures of the fault.

The two apply side by side. It is not either-or: if you use the print promise, you lose no statutory rights, and after the 60 days you still have your right to complain. You only need to write once.

Hasn’t the parcel arrived? See If the parcel doesn’t arrive further down.

Can I change my mind?

There is no right of withdrawal on photo books and photo calendars. Your book or calendar is made to your own choices and with your own photos and texts, so it is clearly personalised (forbrugeraftaleloven § 18, stk. 2, nr. 3).

This means you cannot withdraw from the purchase within 14 days, as you can with much else you buy online. Your right to complain about faults always applies.

Can I cancel?

Yes, free of charge for 60 minutes after you have paid. This is a right you have under our terms of sale. It is not a statutory right of withdrawal.

1. Open the order in the app, from the confirmation or under Konto → Bestillinger (Account → Orders). The app shows how much time you have left.
2. Tap Annullér (Cancel). If you want to change something, you cancel and order again: tap Rediger (Edit). We then cancel the order, and your designs come back to the basket if they are still on your phone. The new order gets its own price, delivery time and its own 60 minutes.
3. You get the whole amount back, including shipping, to the payment method you used. We send the money back straight away, but it can take up to 10 banking days before it shows in your account. You get a confirmation by email.

You cancel the whole order at once. If the app doesn’t work, write to hello@familyprint.app before the 60 minutes are up. Your cancellation then counts as if you had tapped in the app, even if we only read your email a little later. When the time is up, the book goes to print, and the order can no longer be cancelled.

Is the book faulty?

Then you have a right to complain under the Sale of Goods Act (the law calls faults “mangler”). Here is how.

1. Write to us

You can complain in whatever way suits you: by email to hello@familyprint.app, by phone on [TELEFON] or by letter to FamilyPrint, Koglevej 1, 2680 Solrød Strand, Danmark.

[NÅR APPEN FÅR EN SKÆRM TIL AT MELDE FEJL: You can also report the fault in the app under the order. It is one of the ways, and you can still write or call.]

2. Tell us what is wrong

It helps us if you give:

• your order number (it is in the app and in your order confirmation);
• what is wrong, and where in the book;
• whether you would rather have a new book or your money back.

Feel free to send a few pictures of the fault. We can then often sort it out straight away. You can complain without pictures, but our print promise requires them (see below).

3. What you can ask for

• A new book or a repair. You choose whether the fault should be repaired (remedied) or whether you want a new book. For a photo book or calendar it will almost always be a new one.
• A price reduction or your money back. If we cannot or will not give you a new book or repair the fault within a reasonable time, if it doesn’t work, or if the fault is so serious that you should not have to wait, you can instead get a price reduction or cancel the purchase and get your money back. You cannot cancel the purchase if the fault is insignificant.
• Compensation. If the fault has cost you something else, you may be entitled to compensation under the rules of the Sale of Goods Act.

With our print promise you can, for 60 days after you collected the book, choose your money back straight away for the faults and damage the promise covers.

4. What is not a fault

What you chose yourself in the book is not a fault in the book: your photos and texts, your spelling mistakes, and the cropping and layout you chose, when the print matches what the app showed you. The same applies to a low-resolution photo that the app showed you before you ordered, and that you separately confirmed you wanted printed anyway. The normal difference between colours on a screen and on paper is not a fault either. Anything else may be a fault that you can complain about.

5. Deadlines

• You can complain for 2 years after you received the book. Your complaint must reach us within those 2 years (købeloven § 83).
• You must complain within a reasonable time after you discovered the fault. If you write within 2 months after you discovered it, it is always in time (købeloven § 81).
• If the fault shows within 1 year, we assume it was there when you received the book. That is only different if this is inconsistent with the nature of the book or the fault (købeloven § 77 a).

6. It costs you nothing

You don’t pay to complain. You don’t have to send the book back unless we ask you to. If we do, we pay for the shipping.

7. How fast

We answer within [SVARTID]. If you get a new book, we send it to print within [ANTAL] working days, and it is normally ready in the parcel shop 4–5 working days after we sent it to print. If you get your money back, we send it to the payment method you used. It can take up to 10 banking days before it shows in your account.

8. If we repair the book

If we want to repair a fault instead of giving you a new book, we first tell you that you can choose a new book. If the book is repaired, the complaint period is extended once by 12 months (købeloven).

9. When we have deleted your photos

We delete your photos 30 days after your order is closed. We delete the print file 60 days later. An order is closed when we have been told it has been delivered, when it has been cancelled, or when we have refunded it because it could not be printed. At the latest 60 days after it was sent, we treat it as closed (read more). If you still have the photos when you complain, you can send them to us if you want a new book. You don’t have to make the book again yourself. If you don’t have them, you get your money back, or we find another solution together. Your right to complain is not shortened because we have deleted the files.

Our print promise (commercial guarantee)

In addition to your right to complain, we give you a promise if there is a print fault, or your book or calendar has been damaged on the way. The promise is a commercial guarantee (købeloven § 3 a, nr. 13, and markedsføringsloven § 17).

What you get beyond the law: you choose straight away whether you want a new book or calendar or your money back. And you don’t have to send it back.

What the promise covers. Faults that arise when we make, print, bind, trim or send your book or calendar, and damage that happens before you have collected it:

• print faults, for example streaks, spots, smudged or missing print;
• clear colour faults, for example a strong colour cast;
• binding faults, for example loose pages, missing pages or pages in the wrong order;
• on a calendar: wrong dates, public holidays or week numbers that we added, or a broken wire binding or hook;
• trimming faults, for example a book cut at an angle;
• a photo or text that is missing or placed differently from the app;
• a different book or calendar from the one you ordered;
• damage in transit, for example a crushed corner, a torn cover or water damage.

What the promise does not cover:

• what you chose yourself: photos, texts, spelling mistakes, cropping and layout, when the print matches what the app showed you;
• low-resolution photos that the app showed you before you ordered, and that you separately confirmed you wanted printed anyway;
• the normal difference between colours on a screen and on paper;
• damage and wear that happen after you collected it.

What you get. You choose:

• A new one. We print the book or calendar again and send it free of charge to a parcel shop near you.
• Your money back. You get the whole price of it back to the payment method you used. If it concerns the whole order, you also get the shipping back.

You keep the faulty one. If the new one is also faulty, you can again choose between a new one and your money back.

How to use the promise. Contact us at hello@familyprint.app or [TELEFON] at the latest 60 days after you collected the book or calendar from the parcel shop. Tell us:

• your order number;
• what is wrong;
• whether you want a new one or your money back.

Send a few pictures that show the fault or the damage. The promise requires you to send pictures, but you may send them after the 60 days if you contacted us in time. If the fault is hard to show in a picture, write anyway. We will find a solution, for example that you send it to us at our cost.

We answer within [SVARTID]. Once we have received your message, we send the new one to print within [ANTAL] working days, or we send the money back straight away. It can take up to 10 banking days before the money shows in your account.

Who gives the promise. FamilyPrint, Koglevej 1, 2680 Solrød Strand, Danmark, CVR 46861280. Email hello@familyprint.app, phone [TELEFON].

Where and for what. The promise covers all photo books and photo calendars you ordered in the FamilyPrint app and that were delivered in Denmark.

Your rights under the law. Under the Sale of Goods Act you always have the right to have faults in what you bought repaired free of charge or to get a new one, and in some cases to a price reduction or your money back. That right lasts 2 years, and our promise does not reduce it. The promise comes on top. You can use the promise and your right to complain side by side, and you lose no statutory rights by using the promise. When the 60 days are up, or if the promise doesn’t cover the fault, you still have your right to complain.

If the parcel doesn’t arrive

• It is late. The book is normally ready in the parcel shop 4–5 working days after your order, and we promise that it is ready at the latest [SENEST] working days after. If it isn’t, write to us. You can choose to wait or give us a reasonable extra deadline. If the book doesn’t arrive within that deadline either, you can cancel the purchase and get all your money back. You can cancel straight away if we refuse to deliver, or if it was essential to you to have the book by a particular day, and we knew or ought to have understood that. That is the case, for example, if you wrote it to us before you ordered, or if we ourselves promised that orders placed before a certain date arrive in time for Christmas. You may also be entitled to compensation under the Sale of Goods Act.
• It is lost. We are responsible for the book until you have collected it (købeloven § 73). If the parcel is lost, you get a new book or all your money back. You choose. This applies whenever you write to us, as long as you have not received the book. If we have deleted your photos by the time you write, we ask you to send them again if you want a new one. If you no longer have them, you get your money back.
• You haven’t collected it. The parcel waits in the parcel shop for [AFHENTNINGSFRIST] days. After that GLS sends it back. We are not always told, so write to us if you didn’t manage to collect the parcel. [AFVENTER BESLUTNING. Proposal:] You then choose: we send a new book, and you pay only the shipping for the new delivery (DKK 59). Or you get the money for the book back, less the shipping for the first delivery.

If we can’t agree

Write to us first; we usually find a solution. If we reject your complaint in whole or in part, you get an answer by email that also tells you where you can complain.

You can complain to the Consumer Complaints Board (Forbrugerklagenævnet) at Nævnenes Hus, Toldboden 2, 8800 Viborg, naevneneshus.dk. You complain through Nævnenes Hus’ complaints portal, kpo.naevneneshus.dk.

There is a fee for complaining. As a rule, Nævnenes Hus only handles complaints about an item that cost between 1,220 and 100,000 kroner (the 2026 limits). You can always go to the courts. If the amount is small, you can use the simple small-claims procedure.