§ 1. Overview
Thank you for shopping at Eyeshot. This policy explains how to request a return, refund, or exchange for products purchased on this website. It should be read together with our Terms and Conditions, which set out the full legal framework, including statutory rights of withdrawal and their exceptions.
Eyeshot is an independent publisher with a small editorial team based in Italy. We handle every return personally and aim to process requests within a few business days.
§ 2. Return window
Return requests must be made within 14 days from the date of delivery. This window matches the statutory right of withdrawal granted to EU consumers under art. 52 of the Italian Codice del Consumo (Legislative Decree 206/2005). After 14 days, returns can no longer be accepted.
§ 3. What can be returned
Eligible for return:
- In-stock books and magazines, in their original condition and packaging
- Items received damaged in transit or different from what was ordered (see § 9)
Not eligible for return or refund (statutory exceptions to the right of withdrawal, see Terms § 10):
- Limited edition pre-orders after the pre-order window has closed (art. 59 c, production-on-order)
- Single-issue magazine purchases (art. 59 m)
- Workshops with a specified date (art. 59 o, see Terms § 8 for scaled cancellation refund)
- Pro Review once the service has started or been delivered (art. 59 a, see Terms § 9)
- Open Call entry fees (art. 59 a, see Terms § 17)
- Items damaged after delivery through customer use, torn, stained, or modified
§ 4. How to request a return
To request a return, send an email to support@eyeshotstreetphotography.com within 14 days of receipt, including:
- Your order number
- The reason for the return
- Photos of the product, if relevant (e.g. damage, defect)
We will confirm receipt of your request and provide return shipping instructions. The item must then be returned to us within 14 days of our confirmation.
§ 5. Return shipping costs
Return shipping costs are the responsibility of the customer, except where:
- The item arrived damaged in transit due to packaging failure on our part
- The item received is different from what was ordered
- The item has a manufacturing defect attributable to Eyeshot
In those cases, Eyeshot will cover the return shipping cost. We recommend using a trackable shipping method. Until the returned item reaches us, the risk of loss or damage remains with the customer; we cannot be held responsible for items damaged during return shipping.
§ 6. Inspection and refund processing
Once we receive the returned item, we will inspect it within 5 business days. Refunds are processed within 7 to 15 business days from inspection, through the original payment method.
The original shipping fees paid at checkout are not refunded, except in cases where the return is due to an error on our part (damaged or wrong item).
If the returned item is no longer in stock at the time of refund, we will offer a voucher of equivalent value or an alternative product within the same price range, at your choice.
§ 7. Exchanges
Exchanges for a different edition or product within the same price range are accepted within the same 14-day window, subject to availability. The procedure is the same as a return: contact support@eyeshotstreetphotography.com with your order number and the desired exchange item.
§ 8. Items damaged in transit
If your order arrives damaged in transit, please contact support@eyeshotstreetphotography.com within 7 days of receipt, attaching photos of the damaged item and the packaging. We will assist you in filing a claim with the courier and arrange replacement or refund at our discretion, depending on the outcome of the claim.
Items damaged after delivery through customer use, mishandling, or storage are not eligible for refund or replacement.
§ 9. Defective items or wrong product received
If you receive a defective item or a product different from what you ordered, please contact support@eyeshotstreetphotography.com within 7 days of receipt, attaching photos. Eyeshot will, at its discretion, replace the item or issue a full refund including original shipping fees.
§ 10. Workshops, Pro Review, Open Call
Refund policies for these services are set out in the Terms and Conditions:
- Workshops: scaled cancellation refund (60+ / 30-59 / under 30 days), see Terms § 8
- Pro Review: refund only if requested before the review has been started by our team, see Terms § 9
- Open Call entry fees: non-refundable, see Terms § 17
Inquiries regarding these services: publisher@eyeshotstreetphotography.com.
§ 11. Magazine subscription cancellation
Magazine Subscriptions can be cancelled at any time from your account. Cancellation takes effect at the end of the current paid cycle, and you will receive any magazines already paid for. Refunds for subscriptions are processed within the 14-day right of withdrawal from activation, in accordance with art. 52 of the Italian Codice del Consumo. See Terms § 7.
§ 12. Order cancellation before shipment
Orders may be cancelled within 24 hours of placement, provided the order has not yet been processed for shipment, by contacting support@eyeshotstreetphotography.com. Refunds for cancelled orders are processed within 7 to 15 business days. See Terms § 12.
§ 13. Risk and responsibility
Pursuant to art. 63 of the Italian Codice del Consumo, the risk of loss or damage to the goods passes to the consumer at the moment of physical delivery. Until then, risk remains with Eyeshot. During a return, until the returned item reaches us, the risk of loss or damage remains with the customer.
All refund and return requests must be communicated directly by the customer and not through third parties.
§ 14. Processing and shipping times
Orders are processed and shipped within two working days from the date of order. Orders placed on Friday or over the weekend will be shipped by the following Tuesday. We do not ship on national holidays or on days the postal service classifies as non-working.
Shipping rates vary based on destination and order weight or volume. International orders may be subject to customs duties and import fees, which are the responsibility of the recipient. See Terms § 11 for details.
§ 15. Environmental commitment
At Eyeshot we minimize environmental impact through sustainable packaging and material choices. When returning items, we encourage customers to reuse or recycle the original packaging where possible.
§ 16. Contact
For questions about this policy or to request a return:
- Returns, refunds, exchanges, payment issues, damaged items, defective products, shipping issues: support@eyeshotstreetphotography.com
- Workshop, Pro Review, Open Call, general and legal inquiries: publisher@eyeshotstreetphotography.com
Eyeshot Srls, via Emilia Levante 105, 40139 Bologna, Italy. P.IVA: 03877711204.