Refund policy

Returns & Refund Policy (Print-on-Demand)

Made to order

All prints are produced on demand specifically for your order. For this reason, returns or refunds for change of mind, wrong size, or wrong finish are not accepted.

Quality guarantee

If your print arrives damaged, defective, or incorrect (wrong image/size/finish), we will reproduce and replace it at no cost.

How to report an issue

Please email basiletrn@gmail.com within 7 days of delivery and include:

  • Your order number
  • Photos of the outer box, shipping label, inner packaging, and the issue (close-ups + a full view)
  • A short description of the problem

Keep all packaging until the case is resolved. Items returned without prior approval will not be accepted.

Cancellations

Orders can usually be cancelled within 2 hours after checkout. After production has started, cancellation is no longer possible.

Non-returnable items

Because each piece is custom-made, we cannot accept returns for:

  • Change of mind / wrong choice of size or finish
  • Minor color differences due to screen calibration (we print using professional color-managed workflows)
  • Cropping/margins that result from the selected aspect ratio or size

Gift cards are non-refundable.

Damaged in transit / production defects

  • If a print arrives damaged or with a production defect, we will remake and resend it.
  • In some cases we may request that you dispose of or return the damaged item (a prepaid label will be provided if a return is required).

Lost or missing parcels

If your tracking shows “delivered” but you did not receive the parcel, contact us within 7 days so we can open a carrier investigation. If the package is confirmed lost, a replacement will be issued.

Wrong address

Please check your shipping details carefully at checkout. We are not responsible for deliveries to addresses entered incorrectly. If the parcel returns to us, re-shipping costs may apply.

EU right of withdrawal

Under EU consumer law, the 14-day cooling-off period does not apply to custom-made goods. Our prints are produced to order and therefore are not eligible for return unless defective or damaged.

Refunds (when applicable)

If a refund is approved (e.g., the item is unavailable or a replacement is not possible), it will be issued to your original payment method within 10 business days after approval. Your bank or card issuer may take additional time to post the refund.

Contact

Questions? Need help with sizing or finishes before you order?

basiletrn@gmail.com