Refund policy
Return & Refund Policy
The short version
Every canvas is made to order, so we don't accept returns for change of mind, sizing remorse, or address mistakes — please review your order carefully before placing it. We do replace or refund any canvas that arrives damaged, defective, misprinted, or different from what you ordered. Lost-in-transit packages are also covered. You have 30 days from delivery (or 30 days from the estimated delivery date for lost packages) to let us know, and we'll work with you to resolve it with a replacement or refund under this policy.
1. Made-to-order: what this means for returns
Every canvas you order from Prints by StudioP is produced after you place your order. Nothing is held in inventory. This is part of why we can offer the quality and consistency we do — but it also means your canvas is created specifically for you the moment your order goes into production.
Because of this, we don't accept returns or refunds for:
- Change of mind
- Wrong size selected
- Wrong design selected
- Address entry errors
- "It doesn't match my room as I expected"
- Color differences caused by your screen settings (see §10)
Please double-check your order — size, framing option, design, and shipping address — before placing it. Once your canvas moves into production (typically within 24 hours of order placement), we can no longer change or cancel the order. A cancellation request is not effective until confirmed in writing by our team. If you do not receive a confirmation within 24 hours of your cancellation email, please follow up. See §11 below for the cancellation window.
This made-to-order baseline does not affect your rights when something is genuinely wrong with your order, which the rest of this policy covers.
2. What we cover
We will arrange a replacement or a refund (we'll work with you to decide which) for any of the following:
- Damaged on arrival — the canvas, frame, or packaging shows damage that affects the product
- Defective — manufacturing flaws, structural issues, or quality problems that aren't part of the design
- Misprinted — the print on the canvas doesn't match the design you ordered (wrong colors, wrong artwork, distorted image)
- Wrong product received — you received a different canvas, size, or finish than you ordered
- Lost in transit — the carrier confirms the package is lost, or it hasn't moved in tracking and we can't locate it
That's the full list of covered scenarios. We work with our production partner and the carriers to make these as rare as possible — but when they happen, we resolve them with a replacement or refund under this policy.
3. Time limits
Submit your claim within 30 days of one of two dates, depending on the issue:
| Issue | Claim deadline |
|---|---|
| Damaged, defective, misprinted, or wrong product | 30 days from the date you received the canvas |
| Lost in transit | 30 days from the estimated delivery date |
After these windows close, we generally cannot process a claim. The 30-day windows are firm because our production partner's claim windows are tied to the same timeline; missing them means we can't recover the cost from them, and we can't subsidize claims indefinitely on our own.
If you're close to the deadline, just send us an email — even a short note saying "issue with my order, photos coming" is enough to start the clock formally. We'll work the details out from there.
These time limits apply to our voluntary warranty program and do not limit any statutory rights you may have under applicable consumer protection law, including implied warranty rights. If you believe you have a claim beyond these windows, please contact us.
4. How to file a claim — step by step
We've kept this simple.
-
Email us at support@printsbystudiop.com within the time limits above. Use the subject line:
Claim — Order #[your order number]. - Tell us what's wrong in plain language. A sentence or two is enough.
- Attach photos following the guide in §5 below. The right photos help us resolve your claim faster.
- Wait for our reply. We aim to get back to you within 1–2 business days with next steps. In most cases we won't need anything else from you.
- Resolution. We'll arrange a replacement (free of charge, including shipping) or a refund. We'll talk through which makes more sense for your situation.
You don't need to ship the canvas back in most cases. Clear photos are usually sufficient to resolve claims. If we ever do need a physical return for a particular case, we'll arrange and pay for it ourselves.
Gifts and third-party recipients: Claims must be filed by the original purchaser. If you received a canvas as a gift, please ask the purchaser to file the claim on your behalf.
5. What photos to include
Clear photos are the single biggest factor in resolving claims fast. Here's what we need by issue type:
Damaged or defective canvas
- A photo of the damage or defect, in good lighting
- A photo showing enough of the canvas's design to identify the piece
- If the box or packaging is damaged, a photo of that too
Misprinted canvas (print quality, color, alignment issues)
- A well-lit close-up of the affected area showing the print issue clearly
- A photo of the full canvas so we can see the overall print
Wrong product received
- A photo of the canvas you received
- A photo of the packing slip (so we can match the order to the product)
Print placement issues (off-center, cropped, misaligned)
- The canvas laid flat with the entire piece visible in frame
- A measuring tape or ruler in the photo if you can — it helps us see the placement
Size discrepancies
- A photo of the canvas with a tape measure showing the actual dimensions
- A photo of any size markings on the canvas or packaging
A note on lighting: good lighting matters. Daylight or a bright lamp works best. Phone cameras are completely fine — we don't need professional photography.
6. What we'll do (resolution)
When a claim is valid, we'll work with you to arrange a replacement or a refund. In practice:
- Replacement: we produce and ship a new canvas at no cost to you, with the same shipping method as your original order. Production starts within 1–2 business days of confirming the claim. Total turnaround typically matches our standard shipping timeline (see Shipping & Delivery).
- Refund: we refund the purchase price of the affected canvas plus any shipping you paid for it. Refunds are issued within 1–3 business days of claim approval and typically appear in your bank or card account within 5–10 additional business days, depending on your financial institution.
For most claims (damage, defect, misprint, wrong product), we'll typically offer a replacement or a refund and will work with you on which option makes the most sense in the circumstances. For confirmed lost packages, we generally offer a replacement, but we'll consider a refund if that makes more sense for your situation.
We don't issue partial refunds for "I love most of it but…" — we either replace it, refund it, or leave it as-is. You get to choose with us. We do not charge restocking fees.
7. Resolution timeline
| Stage | Typical time |
|---|---|
| First reply from our team | Typically within 1–2 business days of your email |
| Claim review and decision | Same email exchange — usually no further back-and-forth needed |
| Replacement: production starts | 1–2 business days after claim approval |
| Replacement: arrives | Standard shipping timeline applied (see Shipping & Delivery) |
| Refund: issued to original payment method | 1–3 business days after claim approval |
| Refund: appears in your account | 5–10 additional business days from issuance, depending on your bank |
If your claim involves a more complex issue (e.g., we need to confirm something with our production partner), we'll let you know up front and keep you posted.
8. Wrong address or undeliverable packages
If the address you provided is incorrect or insufficient — wrong street number, missing apartment, invalid ZIP/postal code — the package may be returned to our production partner's facility.
When this happens, we'll contact you at the email address used at checkout to confirm the correct address. Reshipment is at the customer's expense — we'll give you a shipping quote before processing the reshipment, and you are not obligated to proceed.
If we don't hear back within 30 days of notifying you that the package has been returned, the order is considered abandoned. We reserve the right to dispose of abandoned goods at that point. We will not dispose of any returned canvas without first sending you a notice to the email address on your order.
The simplest fix is to double-check your address at checkout. If you spot an error after placing the order, email us immediately at support@printsbystudiop.com — if production hasn't started yet, we can still update the address (see §11).
9. Tracking shows "Delivered" but you didn't receive the canvas
This one is tough, and we want to be honest with you about how we handle it.
When the carrier marks a package "Delivered" but you don't have it, please start with these steps:
- Check around your delivery location — porch, side door, behind any planters, garage area, building lobby, mail room.
- Ask neighbors and your building's management in case it was misdelivered.
- Wait 24–48 hours — carriers occasionally scan packages as delivered slightly before actual delivery.
If the package still cannot be located after 48 hours, contact us within 7 days of the delivery scan at support@printsbystudiop.com. We'll help you file a carrier claim and, depending on the outcome of that investigation, may issue a replacement or refund. We may require a carrier-issued case number before processing a no-cost resolution for carrier-confirmed deliveries.
Claims filed more than 7 days after the delivery scan may not qualify for a no-cost resolution, depending on the carrier's investigation timeframe.
10. Color and finish accuracy
A common cause of disappointment that isn't actually a defect: the canvas looks slightly different from how it appeared on your screen.
Why this happens:
- Every monitor, phone, and tablet displays color slightly differently (this is called color calibration)
- Printed inks reproduce color differently from emitted screen light, no matter how good the printer
- Lighting in your room — natural daylight, warm bulbs, cool LEDs — affects how the canvas looks once it's hung
What we promise:
- The canvas you receive is intended to be a high-quality reproduction of the artwork as it exists in our master files
- We use high-quality pigment inks and canvas selected for long-term indoor display, but like all printed artwork, longevity and appearance depend on how and where the piece is displayed
- The print quality is designed to be consistent with the product photography on the website, allowing for normal variation between screens and physical prints
What we can't promise:
- That the canvas will look identical to how it appeared on your specific screen, in your specific room, under your specific lighting
If you receive a canvas where the colors are clearly wrong (e.g., a piece is supposed to be warm earth tones but arrives in cool blues), that's a print quality issue and is covered under §2. If the canvas matches the product photography but doesn't look exactly the same as your screen, that's not something we can replace or refund.
11. Cancelling or modifying an order before production
You can request a cancellation or modification (size, design, shipping address) only before your order moves into production. Once production begins — usually within 24 hours of order placement — the order is locked.
To request a change, email us at support@printsbystudiop.com immediately. Subject line: Order change — Order #[your order number]. Include the change you'd like.
A cancellation or modification request is not effective until confirmed in writing by our team. If we receive your request before production, we'll process the change or cancellation and confirm by email. If production has already started, we won't be able to update the order — but we'll let you know promptly. If you do not receive a confirmation within 24 hours of your email, please follow up.
Address changes requested after production has started cannot be guaranteed and may not be possible depending on where the order is in the production and shipping process. If we are unable to redirect your shipment, you may be responsible for reshipment costs as described in §8.
For a full refund of a cancelled-before-production order, the refund follows the same timeline as §7 above.
12. Your statutory consumer rights
Nothing in this policy limits any statutory rights you have under federal or provincial consumer protection laws in your country or province. This policy describes our voluntary commitments to you, in addition to those rights — not in place of them.
For Canadian customers specifically:
- Your order confirmation email serves as written confirmation of the purchase contract, with our legal name and address included.
- If your order is not delivered within 30 days of the date specified at checkout (or, if no date is specified, within 30 days of order confirmation), and you haven't accepted late delivery, you may have a right to cancel the order under provincial law. If that right applies in your situation, contact us and we'll honor it by processing the cancellation and refund.
- If you are located in a Canadian province whose consumer protection laws provide rights beyond those described in this policy, those statutory rights apply and this policy does not limit them.
13. What this policy does not cover
To be explicit, the following are not eligible for replacement or refund:
- Buyer's remorse, sizing mistakes, or color-doesn't-match-my-couch reasons
- Address entry errors made by the customer
- Carrier-confirmed deliveries where the customer has not filed a timely claim within 7 days of the delivery scan or has not cooperated with the carrier investigation process (see §9)
- Damage caused after the canvas was successfully delivered (e.g., the canvas was hung outdoors, in direct sunlight, or in a humid bathroom — canvas is intended for indoor display in normal residential conditions)
- Modifications, repairs, or alterations made by the customer
- Customs delays, duties, brokerage fees, or other border-related charges (see Shipping & Delivery)
- Reshipment costs caused by an incorrect address (see §8)
- Claims submitted after the 30-day window (see §3)
14. Need help?
We're a small team and we read every email. If you have an issue with your order, write to us at support@printsbystudiop.com and we aim to reply within 1–2 business days. If you're considering a payment dispute or chargeback with your card issuer, please contact us first — we can often resolve things faster than the dispute process.
For order changes, please use Order change — Order #[your order number] as your subject line.
For claims, please use Claim — Order #[your order number].
It helps us route your message to the right place faster.
This Return & Refund Policy is part of StudioP, LLC d/b/a Prints by StudioP's customer agreement. It works alongside our Terms of Service, Shipping & Delivery Policy, and Privacy Policy.
Last updated: 2026-05-15