Return Policy

Last updated: 19 November 2025

At Erica Prints, each piece is produced on demand specifically for your order. Because our canvases are made-to-order and fulfilled by specialist print partners, we don’t hold inventory or restock returned items. This policy explains how we handle returns, replacements, and refunds.

Nothing in this policy limits any statutory rights you may have under applicable consumer law (for example, the 14-day right of withdrawal for many EU consumers). Where the law grants you stronger rights than this policy, the legal rules will prevail.

1. Overview

  • Issue window: You must report any problem with your order within 30 days of delivery (or of the estimated delivery date for lost-in-transit orders).
  • Made-to-order: Every product is printed and assembled just for you, so we cannot resell returned items.
  • Quality issues vs. change of mind: Defects, misprints, and damage in transit are handled differently from change-of-mind or wrong-size orders.

2. Damaged, Misprinted, or Defective Items

If your order arrives damaged, misprinted, or with a manufacturing defect, we’ll make it right.

  • Contact us within 30 days of receiving the item (based on tracking).
  • Include your order number, a brief description of the issue, and clear photos of:
    • the defect or damage, and
    • the full product (and packaging if damaged).
  • Once we verify the issue, we will offer a free replacement or a full refund of the product price.
  • In most cases, you will not need to send the item back; we may ask you to safely dispose of it or donate it.

We can’t guarantee a remedy if issues are reported after 30 days, but you can still reach out and we’ll do our best to help.

3. Orders Lost in Transit or Marked as Delivered

  • If the tracking shows your package has not been delivered and appears stuck or lost, contact us within 30 days of the estimated delivery date.
  • We will open an inquiry with our fulfillment/shipping partners.
  • If the package is confirmed lost, we’ll send a free replacement or issue a refund.
  • If tracking shows “Delivered” but you haven’t received the package, we may ask you to:
    • check with neighbors/household members, and
    • contact your local carrier office with the tracking number.
    Depending on the investigation, we’ll determine whether a replacement or refund is possible.

4. Change of Mind, Wrong Size, or “Not What I Expected” (Non-Faulty Items)

Because each item is custom-made, we can’t simply put returns back into stock. However, we want you to be happy with what you hang on your wall.

For non-faulty items where you ordered the wrong size, changed your mind, or are dissatisfied with the look of the artwork, we offer the following options, subject to the conditions below and to applicable consumer laws in your country.

4.1 Store Credit – Keep the Product

If you’re not satisfied but don’t want to ship the product back, we can offer a partial store credit:

  • You keep the item.
  • We issue a store credit equal to 67% of the product price you paid (we retain the remaining 33% to help cover production, materials, labor and outbound shipping costs).
  • The credit is issued as a coupon code, usable on a future order. It may not be combinable with other promotions unless stated otherwise.

4.2 Return for Refund – Ship the Product Back

If you prefer to return the product:

  • Contact us within 30 days of delivery and request a return authorization and return address. Please do not ship anything back before we confirm the return details.
  • You are responsible for the cost of return shipping.
  • After we receive and inspect the returned item, we will provide a refund of:
    • 67% of the product price (we retain 33% to cover production, materials, labor and outbound shipping), and
    • excluding any original express or premium shipping fees, unless required otherwise by law.
  • Returned products are typically recycled, repurposed, or donated, as they cannot be resold as new.

These commercial options do not apply where mandatory consumer protection law requires a different outcome (for example, a full refund during a statutory cooling-off period). See Section 6 below for EU/UK consumers.

5. Custom & Personalized Products

Some products may be created using your own photos, text, names, or other custom elements (“Custom Products”). Because these items are uniquely tailored to you:

  • Custom Products are generally non-returnable and non-refundable if you simply change your mind or ordered the wrong size.
  • We will still replace or refund Custom Products that are defective, misprinted, or damaged in transit (see Section 2).

If you’re in the EU/UK and order a Custom Product, the legal right of withdrawal may be limited or excluded where allowed by law. Where the law still grants you a right to cancel, we will honor it.

6. EU/UK Consumers – 14-Day Right of Withdrawal

If you are a consumer residing in the European Union or the United Kingdom and you purchased as a consumer (not for business use), you may have a legal right to withdraw from your online purchase within 14 days of receiving the goods (“cooling-off period”), subject to certain exceptions.

6.1 How the Right of Withdrawal Works

  • You have 14 days from the day you (or a person you designate) physically receives the goods to notify us that you wish to withdraw from the contract.
  • You then have a further 14 days to send the goods back.
  • When this statutory right applies, we will:
    • refund the product price you paid, and
    • refund the cost of our standard outbound shipping (if any),
    • without applying the 33% deduction mentioned in Section 4.
  • You are responsible for the direct cost of returning the goods to us, unless the item is defective or we have agreed otherwise.

6.2 Exceptions

The right of withdrawal does not apply in all cases (for example, for certain custom-made or clearly personalized products, or where other specific legal exceptions apply). If a product is not eligible for withdrawal, we will make this clear on the product page or during checkout.

If you exercise your right of withdrawal, you must handle the product only as necessary to inspect its nature, characteristics, and functioning (similarly to how you would examine an item in a physical store). We may reduce your refund to reflect any loss in value resulting from handling beyond what is necessary.

7. Non-Returnable Items

Unless they are defective, the following items are generally non-returnable:

  • Gift cards or digital vouchers
  • Final-sale or “clearance” items clearly marked as non-returnable at checkout
  • Custom & personalized products where the law allows us to limit withdrawal rights

8. Conditions for Returned Items

For returns that we accept under this policy (other than defective items we ask you to dispose of), the returned product should:

  • Be in its original condition, without signs of misuse or intentional damage
  • Be properly packaged to prevent damage during return shipping
  • Include your order number and return authorization details inside the box

9. How to Start a Return or Claim

To start a return or report a problem, please contact us at [contact@ericaprints.com] and include:

  • Your full name and order number
  • The email address used at checkout
  • A short description of the issue (e.g. damaged, wrong size, change of mind)
  • Clear photos showing the whole product and any specific issues (for damage/defects)

We’ll review your request and reply with the next steps, including whether a replacement, refund, store credit, or return is appropriate and, if needed, the correct return address. Please do not send any product back without contacting us first, as returns sent to the wrong address may be lost or refused.

10. Refunds & Processing Time

  • Once we approve a refund and, where required, receive and inspect the returned item, we’ll process your refund within 5–10 business days.
  • Refunds are issued to the original payment method whenever possible. If this is not possible (for example, an expired card), we may offer store credit or another method.
  • Your bank or card issuer may take additional time to post the refund to your account.

11. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our practices, our fulfillment partners, or applicable law. The version posted on this page at the time you place your order will generally apply to that order, unless the law requires us to apply changes retroactively.

12. Contact Us

If you have any questions about this Return & Refund Policy, please contact us at [contact@ericaprints.com].