Refunds and returns
Returns, without the small print
Thirty days from delivery. What we replace, what a return costs and how to start one, all on this page rather than in a footnote.
01What it costs
Every fee, in one table
Some of these we cover and the rest we do not. The window starts when the parcel reaches you, so a longer print run never eats into it.
The 50% applies to a change of mind only. When the fault is ours the restocking fee does not apply, and usually there is no return either, only a replacement.
02What can come back
What can come back, and what cannot
Standard artwork
In new condition, packed the way it arrived, within thirty days of delivery. Email first: a parcel that arrives unannounced cannot be matched to an order.
Custom and personalized pieces
Printed from your own image, so it cannot be resold. Damage and printing faults are still covered, since that is a replacement rather than a return.
Used, marked or repacked
The piece has to be in the condition it arrived in and in its original packaging. Keep the box until you are sure.
03Damaged or wrong
No return needed
Damaged or wrong is replaced, not refunded.
Photograph the piece and the box it came in, email both to support@canvaspiece.com with your order number, and a replacement is made and shipped at no charge. You end up with the artwork you chose rather than your money back.
Small transit marks are usually not damage. A crease or a slightly slack canvas often presses out from the back with a warm iron on a low setting, since canvas is fabric. Try that first, and write to us if it does not lift.04How to start
Four steps, starting with an email
Email first
Send support@canvaspiece.com your order number and what is wrong. Do not post anything before you hear back.
We reply with instructions
Where to send it (the address differs by country), what to include, and whether the postage is covered. A label is issued here if one applies.
Send it back, tracked
New condition, in its original packaging. An untracked parcel that goes missing cannot be refunded.
Refund once it is checked
It goes back to the card or account you paid with. Your bank then takes its own few days to post it.
05Who pays
When we cover it, and when we cannot
We cover it when
- There is a manufacturing problem with the piece.
- It arrives broken or damaged.
- You receive the wrong artwork or the wrong size.
- It is lost in transit and the address you gave was correct.
- It takes materially longer than the delivery window.
We cannot when
- It was printed correctly and you changed your mind. That is a return, with the 50% restocking fee.
- The wrong size was chosen at checkout.
- The order is still inside its delivery window.
- The address given at checkout was incorrect.
- Tracking shows it was delivered to the address you gave.
06Undelivered parcels
When a parcel comes back to us
We confirm the address first
A parcel returned to us is never resent blind. We write to you before doing anything.
Resending costs 20%
Of the product price, covering the original carriage and the second handling. Choose a refund instead and the same 20% is deducted.
When the resend is yours
When the address was wrong or incomplete, when the parcel went unclaimed at the right address, or when you ask for it to go somewhere new.
A wrong address that loses it
Where an incorrect address means the parcel can be neither delivered nor returned, we cannot refund or replace it. Checking the address at checkout prevents this.
07Questions
Before you return something
How long do I have to return something?
Thirty days from the day the parcel is delivered, not from the day you paid. The piece has to come back in new condition and packed the way it arrived. Email support@canvaspiece.com with your order number before sending anything.
Is there a restocking fee?
Only on a change of mind, which carries a 50% restocking fee because the artwork was printed for one order and cannot be resold. There is no fee when the fault is ours: damage, a printing problem or a wrong item.
Who pays the return postage?
We do, on a full-price piece under 40 inches tall; both conditions have to hold. A discounted piece, or one over 40 inches, goes back at your own cost, and an oversized return label inside the contiguous United States is $100, deducted from the refund.
What happens if it arrives damaged?
We make and ship a replacement at no charge, and you do not send the damaged piece back. Photograph the artwork and the box and email both with your order number.
Can I return a custom or personalized piece?
Not for a change of mind: a custom print is made from your own image and cannot be resold. A custom piece that arrives damaged, or does not match the file you sent, is still replaced at no charge.
Still deciding?
A person reads every message.
Write with your order number, or with a question before you order. A photograph settles most damage and sizing questions in one reply.