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Return and Refund Policy

Please check your photos as soon as you receive the delivery email and make sure they match your bib number, are complete and are the photos you selected. If anything is wrong or unexpected, tell BIBPIX within 48 hours of receiving the photos and attach a screenshot of the email or of the photos you received. BIBPIX will take up the case and adjust your order within 48 hours of receiving the request.

1. Return policy

To keep the quality of our service high and give you the best possible experience, BIBPIX applies the following return and refund policy.

For purchases made after the race, the return policy applies in these cases:

  1. You did not receive the email about your photos within 48 hours of placing the order (after checking your Spam/Promotions folder). If you entered a wrong or non-existent email address, BIBPIX will resend the photos to the correct address once the payment is verified; this case is not eligible for a refund.
  2. For set purchases:
    1. None of the photos you received match the bib number you entered.
    2. The whole set is too blurred to make out the athlete.
    3. The whole set you received does not match the photos you looked up on bibpix.net.
  3. For single-photo purchases
    1. The photo you received is not the one you selected.
    2. The photo is too blurred to make out the athlete 

2. Return and refund procedure

Returns are handled in the following steps: 

  • Step 1: Send an email to [email protected] with the details of the race, the bib number you bought, the time of the transaction, the transaction code if you have it, and proof that the payment went through. You can also press “Report to BIBPIX” on the event’s photo page or on the order result page to send your request. 
  • Step 2: We verify and reply within 72 hours at the latest. 
  • Step 3: If the problem is with the notification email, we will resend the photos to you if you agree to that. 
  • Step 4: If you do not accept step 3, or the problem is not with the email, we proceed with a refund. 
    • For bank transfer or QR code payments, we refund as quickly as we can, and within 7 working days of confirming the details at the latest.
    • For international card payments, we notify the payment provider within 7 working days of confirming the details so the refund can be made. How soon the money reaches you depends on the international payment provider's own policy.