Refund policy

Last updated: August 8, 2026

Each Art Novel Studio canvas is printed, stretched, packaged, and prepared after an order is placed. Digital Downloads are prepared and delivered by our team. This Policy explains our voluntary return rules and the remedies available when an order is damaged, defective, incorrect, delayed, or otherwise not supplied as promised.

Nothing in this Policy excludes or limits any mandatory consumer right. If applicable law gives you greater protection, that law controls.

Damaged, Defective, or Incorrect Physical Products

Please contact us as soon as reasonably possible, preferably within 30 days after delivery, if a physical product arrives damaged, has a manufacturing or printing defect, is materially different from its description, is the wrong product, size, or variation, or was damaged during shipping. The 30-day request period helps us investigate promptly but does not shorten any non-waivable statutory right.

Include your order number, a description of the problem, photographs of the entire product and the affected area, and, for transit damage, photographs of the packaging and shipping label. We may request additional information or return of the item when reasonably necessary to verify the claim.

After assessment, we will provide the remedy required by applicable law. Depending on the circumstances, this may be a repair, replacement, full or partial refund, cancellation, or another agreed resolution. Where the law allows us to choose the remedy for a minor or repairable problem, we may first offer a replacement or correction. Where the law gives the customer a choice for a major failure, we will honor that choice.

Change-of-Mind Returns

Except where a mandatory cancellation or withdrawal right applies, we do not accept voluntary returns or exchanges for change of mind, choosing the wrong artwork, size, or variation, personal color preferences, or no longer wanting the product. Standard canvases are produced after purchase, but this fact alone does not remove a statutory withdrawal right where local law provides one.

Screens and mobile devices display colors differently. Small variations in color, brightness, positioning, or cropping that are normal to the printing process are not defects. This does not apply where the product materially differs from the description, preview, or approved design.

Custom and Personalized Artwork

Custom-made, commissioned, substantially modified, or clearly personalized artwork normally cannot be returned for change of mind. This includes artwork created or modified using customer photographs, names, dates, personal text, custom dimensions, customer-provided references, individual design instructions, or commissioned portraits.

This exception does not apply when the custom product is damaged, defective, not as approved or ordered, or where applicable law requires a remedy.

Digital Downloads

Digital Downloads are prepared and sent by email, typically within 24–48 hours after payment; delivery is not instant. Please verify the email address provided at checkout.

After a Digital Download has been delivered, it is generally non-refundable except where the file is materially defective, corrupted or unreadable, does not match the artwork or format ordered, cannot be delivered, or a refund or other remedy is required by law. If a working replacement can reasonably correct the problem, we may first resend or replace the file where permitted by law.

Please report a digital-file problem promptly, preferably within seven days after delivery. This request period does not shorten any mandatory right relating to defective or nonconforming digital content.

For customers who have a statutory withdrawal right, that right is lost upon delivery before the end of the withdrawal period only where, before delivery, the customer expressly consented to immediate supply and acknowledged that the withdrawal right would be lost. A statement in this Policy alone is not that consent. If withdrawal remains legally available and is exercised, the customer must stop using the file and must not share, reproduce, print, distribute, or otherwise exploit it.

The permitted use of a Digital Download is governed by the Digital Downloads and License section of our Terms of Service. Unauthorized commercial use or redistribution may violate that license, but does not eliminate remedies that cannot legally be waived.

EU, EEA, and UK Right of Withdrawal

If you are a consumer in the European Union, European Economic Area, or United Kingdom, you generally have 14 days after receiving a standard, non-personalized physical product to notify us that you wish to withdraw from the online purchase without giving a reason. A standard canvas does not become personalized merely because it is printed after the order is placed.

The withdrawal right generally does not apply to goods made to your specifications or clearly personalized. For Digital Downloads, the special rule described in the Digital Downloads section applies.

To withdraw, send a clear statement by email or use any online withdrawal function available on our website before the 14-day period expires. After notifying us, return eligible physical goods without undue delay and no later than 14 days after your notice, following the return instructions we provide.

For an eligible withdrawal, we will reimburse the product price and the cost of our least expensive standard outbound delivery option. Any additional amount paid for expedited or premium delivery is not refundable unless required by law. We may withhold reimbursement until we receive the goods or you provide evidence that they were sent back, whichever occurs first. Reimbursement will be made no later than the period required by applicable law and to the original payment method unless you expressly agree otherwise.

You are responsible for direct return-shipping costs unless we agree otherwise, failed to disclose that responsibility before purchase, or applicable law requires us to pay them. You are responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

Order Cancellations and Changes

Contact us immediately if you need to cancel or change an order. We will cancel or modify it when reasonably possible before physical production or digital preparation begins. Once work has started, cancellation or modification may not be available unless required by applicable law. If we cannot ship within the promised time, we will provide any delay notice, consent option, cancellation, or refund required by law.

Incorrect Shipping Address or Email

Customers are responsible for providing complete and accurate delivery information. If a physical order is sent to an incorrect address supplied by the customer, refused, unclaimed, or returned as undeliverable, a free refund or replacement is not guaranteed. We will review whether redelivery is possible, and the customer may be responsible for reasonable additional production or shipping costs.

If a Digital Download is sent to an incorrect email address supplied by the customer, contact us. Where we can reasonably verify the order and correct address, we will resend the same file without an additional product charge.

Lost Packages and Delivery Issues

If tracking shows delivery but you cannot locate the package, if the order has not arrived within the estimated delivery period, or if it was returned as unclaimed or refused, follow the Delivery Issues section of our Shipping Policy. We will review the circumstances with the production partner and carrier. This review does not limit any remedy required when the seller remains legally responsible for delivery.

Return Instructions

Contact us before sending a physical product so that we can identify the correct return destination. Products may ship from different facilities, and the address on the package may not be the correct return address. We will provide reasonable instructions for approved or legally required returns.

Failure to request instructions does not cancel a mandatory right if you clearly and timely notified us of withdrawal or rejection and returned the product to an appropriate address. However, the customer may be responsible for avoidable loss or additional cost caused by disregarding reasonable return instructions.

Return Condition and Shipping Costs

For an eligible non-defective return, the product should be returned securely packaged and in its original condition, with original packaging where reasonably possible. Original packaging is not an absolute condition of a statutory remedy. The customer may be responsible for loss in value caused by handling beyond what is reasonably necessary to inspect the product.

For a verified defect, damage, or fulfillment error for which we are responsible, we will pay reasonable return-shipping costs when return is required. For an eligible change-of-mind return, the customer is normally responsible for direct return-shipping costs, subject to the EU/EEA/UK section and applicable law. Customs duties, import taxes, and government charges are refundable only when required by law or by the relevant authority.

Refund Processing

Approved refunds are issued to the original payment method unless the customer expressly agrees otherwise or applicable law requires another method. Voluntary refunds are normally submitted within 5–10 business days after approval. Your bank, card issuer, or payment provider may require additional time to post the credit. Statutory refunds will be submitted within the deadline required by applicable law.

Exchanges and Replacements

Direct change-of-mind exchanges are generally unavailable because products are prepared after purchase. When a verified defect, damage, incorrect product, or incorrect file requires replacement, we will arrange it without requiring another purchase. This does not restrict a right to choose a refund where applicable law provides that choice.

Items Not Eligible for Voluntary Refund

Except where required by law, voluntary refunds are not offered for clearly personalized or commissioned artwork; customer-approved custom designs; Digital Downloads after delivery; products damaged after delivery by misuse or improper handling; customer selection errors; or customs duties, taxes, and government charges. This list does not exclude remedies for faulty, damaged, misdescribed, or nonconforming products or digital content.

Statutory Consumer Rights

Mandatory consumer guarantees and remedies apply in addition to this Policy. A request period, packaging requirement, production-partner procedure, or other store rule does not replace or shorten a non-waivable statutory right. Where local law provides greater protection, local law applies.

Contact Us

To request a cancellation, replacement, return, withdrawal, or refund, contact:

Please include your order number and all relevant photographs or other supporting information.