Custom-made photos
Files and prints are made for your photo, sizes and instructions. We do not refund a confirmed, paid order simply because you change your mind or no longer need it. Check all previews and delivery details before paying.
Missing or unusable files
If you paid but did not receive the photo or print file, or cannot download it because of a service error, request support or a refund within 7 days of payment. We verify the transaction and try to provide the file or resolve the problem. If we cannot supply a usable file, we refund the corresponding file charge.
How to request help
Send your order number, order email, problem description and screenshots to sales@rakuphoto.com or Zalo 0938 744 544. For bank transfers, include the transaction reference or payment evidence. Never send passwords or one-time codes.
Duplicate payments and print problems
Duplicate transfers and overpayments are refunded after verification. For missing, damaged, incorrectly sized or incomplete prints, send the order number and photos of what you received so we can investigate with the printing and delivery teams and confirm a remedy.
Approved refunds
We confirm the amount and receiving account through support. Timing depends on reconciliation and bank processing; our team provides updates for each request. This policy does not exclude rights under applicable law.
Prepare a useful support request
- Keep the order reference or order email and the affected page address.
- Describe the action and expected result; capture the error and hide sensitive details.
- Send the details to support; if already paid, wait for reconciliation before paying again.
Frequently asked questions
What should I check before proceeding?
Files and prints are made for your photo, sizes and instructions. We do not refund a confirmed, paid order simply because you change your mind or no longer need it. Check all previews and delivery details before paying.
How can I ask for help if I still have questions?
Send your order reference or order email, page address and a description of the issue to sales@rakuphoto.com.
What should I hide in a support screenshot?
Hide passwords, verification codes and sensitive banking details. Keep the error message and the necessary order reference visible.