Return & Refund Policy
Last updated: May 11, 2026
At Erica Prints, every canvas is made-to-order — we print, stretch, and frame each piece only after you place your order, often at a facility close to your delivery address. Because nothing is pre-stocked, we cannot accept change-of-mind returns. We do, however, stand behind every canvas with a damage-free guarantee.
1. Damaged, Defective, or Misprinted Items
If your order arrives damaged, defective, or misprinted, we’ll send a free replacement at no extra cost — no return required.
- Timeframe: Contact us within 30 days of delivery.
- How to Report: Email [email protected] with your order number and clear photos of the issue (and the packaging, if it’s torn or crushed).
- Resolution: We’ll ship a free replacement immediately. You don’t need to return the damaged item.
2. Packages Lost in Transit
If your tracking stops updating, or the estimated delivery date passes by a wide margin, contact us — we’ll investigate with the carrier and ship a free replacement once the package is confirmed lost.
- Report within 30 days after the estimated delivery date.
- Note: If tracking shows “Delivered” but you cannot find the package, check with neighbors and your local post office first. We are not responsible for theft of packages confirmed as delivered.
3. Order Cancellations
Production usually starts within a few hours of order confirmation. If you need to cancel, email us as soon as possible:
- Before production starts: Full refund, processed within 5–10 business days.
- After production starts: Cancellation is no longer possible, because the canvas is already being printed for you.
4. Why We Can’t Accept Change-of-Mind Returns
Every Erica Prints canvas — including standard artwork prints and custom Pet Portraits — is produced specifically for your order. We don’t hold pre-printed stock, and a returned canvas cannot be re-sold. Under EU consumer law (Directive 2011/83/EU, Art. 16(c)), goods made to the consumer’s specifications or clearly personalised are exempt from the 14-day right of withdrawal. Our policy applies this exemption to all our made-to-order canvas products.
This is why we focus our guarantee on quality, damage, and lost shipments — the cases where something genuinely went wrong with the order — rather than change-of-mind returns.
5. How to Reach Us
For any issue with your order — damage, defects, missing packages, cancellations — email [email protected] with your order number. We aim to reply within 24 hours (Mon–Fri).