Refunds & returns
Every canvas is made for one customer and cannot be resold, so this policy is not the same as a shop selling things off a shelf. Here is exactly where the line falls.
We reprint or refund, no return needed
- It arrived damaged, or the frame is broken.
- The print has a fault — banding, smudging, a colour cast, the image cut off.
- You received the wrong size or the wrong artwork.
- It never arrived, or tracking has stopped moving.
Send us a photo of the problem (and of the packaging, if it was damaged in transit) within 30 days of delivery. We will reprint it or refund you in full — your choice. There is nothing to post back to us.
What we cannot take back
- A change of mind. A personalised canvas has no second buyer. This is the standard exception for goods made to a customer's specification.
- A typo you approved. We print the text exactly as you typed it, and you see it on the preview before paying. Please read it twice — we cannot recover the cost of a canvas printed with a misspelled name.
- Not liking the artwork you approved. The artwork is shown to you before payment, and you can try another style at that point. Once it is printed it is yours.
Cancelling
Write to us as soon as you can. If the order has not gone to print yet we will cancel it and refund you in full. Once printing has started the canvas exists and cannot be un-made, so at that point the section above applies.
How refunds are paid
Back to the PayPal account or card you paid with — we cannot send it anywhere else. We start the refund within two working days of agreeing it; how long it then takes to appear is up to your bank, usually a few days.
How to reach us about an order
Email support@craftedlikeyou.com with your order number and a photo of the problem. Your order number is in your confirmation email, and you can look it up at any time on the track-an-order page.
None of this affects the rights you have under the consumer law where you live.