Refund policy
Your satisfaction is important to us. If you are not satisfied with your order, you can eligible for a return or exchange within 30 days of receiving your item. Requests received after this 30-day window cannot be accepted.
To initiate a return or exchange, please contact us first via email at: Emmy@personalisedcanvasart.co.uk
Conditions for Returns & Exchanges
• Authorization is required for all returns. Unauthorized returns will not be accepted.
• The item must be returned within 30 days of receipt.
• All products must be returned in their original condition: unused and unaltered, with tags attached and in the original packaging. Proof of purchase or order number is also required.
• For any return or exchange, please use a shipping service that includes tracking information.
Items Not Eligible for Return
• Clearance sale items and gift cards cannot be refunded.
• We are unable to offer refunds for products that were damaged or lost due to customer handling.
Step-by-Step Return Procedure
• Start your return: Email us at Emmy@personalisedcanvasart.co.uk. Include your order number and attach photos or a video of the product. Our team will review your request and confirm its eligibility within three business days.
• Return shipment: If your return is approved, we will provide the return address and further instructions. Please note: returns sent without authorization will not be accepted. We highly recommend using a tracked and signed-for shipping method, as we cannot be held responsible for lost return packages.
• Refund or exchange: Upon receiving your returned item, we will inspect it within 3-5 business days. Once approved, a replacement will be arranged for exchanges, or a refund will be processed.
Return Shipping Costs
• Returns resulting from our error (e.g., incorrect or faulty items) will receive a full refund.
• If the return is due to buyer preference (e.g., you no longer want the item, or ordered the wrong product/size), the customer is responsible for return shipping costs.
• Please note: no restocking fees will be applied for any returns.
About Refunds
• Once we receive and inspect your return, we will notify you regarding the status of your refund. If approved, the refund will be issued to your original payment method within 2-3 business days.
• If it has been more than 2-3 business days since your refund was approved and you haven’t received it, please check with your bank or card provider first. Some financial institutions may require additional time to process the refund. Then, please feel free to contact us at Emmy@personalisedcanvasart.co.uk.
• Please note: the original cost of shipping is non-refundable.
Canceling an Order
• Orders can be canceled if we are notified soon after purchase. You can cancel the order before we ship it out to get a full refund.
• Unfortunately, orders that have already been shipped out cannot be canceled.
Contact Information:
Company: XIAMEN DAJI I&E CO., LTD.,
Team: PCA(Personalised Canvas Prints)
Tel: +8615260242665
Email: Emmy@personalisedcanvasart.co.uk
Open Time: Monday to Saturday, 8 AM to 10 PM