Refund policy

We hope you love your Canvoil artwork. If you have any questions about your order or would like to request a cancellation, return, or refund, please contact support@canvoil.com.

1. Standard Artwork: 30-Day Returns

You may request a return for standard artwork within 30 days of receiving your order. This includes standard artwork purchased during a promotion.

For change-of-mind returns, the artwork must be unused, undamaged, and returned in its complete original packaging with all included components. Please retain your packaging until you are sure you wish to keep your artwork.

Standard artwork remains eligible under this policy even if it is produced after you place your order or you approve photographs before shipment.

Selecting a standard size, color, or frame option listed on our website does not, by itself, make your purchase a custom commission under this policy. Specially commissioned sizes and personalized color modifications are subject to the custom-artwork terms below.

2. How to Request a Return

Email support@canvoil.com with your order number and the item you wish to return. For damaged, faulty, or incorrect items, please include photographs where possible to help us resolve the issue.

We will review your request and provide the return address and shipping instructions. Please obtain our return instructions before sending your artwork. Do not send it to the address on the original shipping label unless we specifically instruct you to do so.

For returns under our voluntary 30-day policy, please ship your artwork within 14 days of receiving our return instructions. We recommend using a tracked shipping service and keeping your proof of postage.

3. Return Shipping Costs and Destination

You are responsible for return shipping costs if you change your mind or no longer want the artwork.

Returns may need to be shipped internationally, and international return shipping can be costly. We do not guarantee a local return address in your country or region. Please contact us for the return address and instructions before arranging shipment.

If your artwork is damaged, faulty, or incorrect, we will cover reasonable return shipping costs where a return is required. Please contact us first so we can arrange the appropriate shipping method.

We do not charge a restocking fee for eligible standard-artwork returns.

4. Damaged, Faulty, or Incorrect Items

Please inspect your artwork upon arrival. If it is damaged in transit, faulty, incorrect, or does not match the agreed specifications, contact support@canvoil.com as soon as reasonably possible.

Please provide your order number and, where possible, photographs of the artwork, packaging, and shipping label. Please retain the packaging while we assess the issue.

For artwork damaged in transit, we offer a complimentary replacement and handle the courier claim. If the replacement requires production and framing, we will confirm its estimated preparation and shipping time with you.

Depending on the issue and your applicable consumer rights, we will also provide an appropriate repair or refund where necessary. You will not be charged for resolving an issue for which we are responsible.

Original packaging is not required to exercise your statutory rights regarding faulty, damaged, or incorrectly supplied goods.

5. Exchanges

For a change-of-mind exchange, please request a return for your existing artwork and place a separate order for the replacement.

If your artwork is damaged, faulty, or incorrect, contact us directly so we can arrange the appropriate solution.

6. Custom Sizes and Colors

This section applies to artwork specially created to your individual requirements, such as a non-standard size or a personalized color modification.

The following terms apply to change-of-mind cancellations of custom orders:

• Before production begins: You may cancel your order for a full refund.
• After production begins, but before shipment: You may cancel your order, but a US$100 materials fee will be deducted from your refund.
• After shipment: We do not accept change-of-mind cancellations or returns.

The materials fee will not exceed the amount paid for the custom artwork. These cancellation and return terms will be disclosed before you place your custom order and apply only where permitted by law.

To request a cancellation, email support@canvoil.com as soon as possible. We will check and confirm your order’s production and shipping status.

These restrictions do not affect your rights if the artwork is damaged, faulty, incorrect, or does not match the agreed specifications.

7. Refunds

For returns, we will notify you of the outcome after receiving and inspecting the artwork. For cancellations before shipment, we will verify the order status and confirm the applicable refund amount.

For refunds approved under this policy, we will issue payment to your original payment method within 10 business days of approval. Your bank or payment provider may require additional time to process and display the refund.

Refunds reflect the amount actually paid for the relevant artwork, including any discounts applied at checkout, less any applicable custom-order materials fee.

Where applicable law requires an earlier refund, we will follow that deadline.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact support@canvoil.com.

Import duties or taxes paid directly to a customs authority or carrier were not collected by Canvoil. Please contact that authority or carrier about any available reimbursement.

8. Statutory Withdrawal Rights for EU and UK Customers

Where statutory withdrawal rights apply, you may notify us of your decision to cancel within 14 days of receiving your goods, without giving a reason. You then have a further 14 days to send them back.

You may inspect the artwork as you would in a shop. Where permitted by law, we may deduct any reduction in value caused by handling beyond what is necessary to establish the artwork’s nature, characteristics, and functioning.

For a valid statutory withdrawal, we will refund the payments required by law, including any standard outbound delivery charge. Additional charges for an upgraded delivery service are not refundable beyond the cost of standard delivery.

We will issue the refund within 14 days of receiving your cancellation notice, but may withhold it until we receive the returned goods or evidence that you have sent them back, whichever occurs first.

You are responsible for the direct return shipping costs when you change your mind.

Statutory withdrawal exceptions may apply to artwork made to your individual specifications or clearly personalized. Where a statutory withdrawal right applies, our custom-order materials fee will not restrict that right.

The statutory rights described in this section do not require our prior approval and are not subject to the original-packaging requirements or other conditions of our voluntary returns policy.

9. Your Consumer Rights

Nothing in this policy excludes or limits any mandatory consumer rights available under applicable law.

The conditions of our voluntary returns policy and the restrictions on custom-order cancellations and returns do not affect your statutory rights concerning faulty, damaged, incorrectly supplied, or misdescribed goods.

10. Contact Us

For return requests, cancellations, or refund questions, please contact:

Email: support@canvoil.com
Brand: Canvoil
Operated by: PaintHue Limited