Refund Policy

1. The short version

Every painting is made to order from your photograph. We can’t restock it, resell it, or give it to anyone else. For that reason, all sales are final and we do not offer returns, exchanges, or refunds based on changed minds, recipient reactions, or aesthetic preferences.

If you don’t love the Proof, the answer is a revision, not a refund — that’s why we offer them generously. See Terms of Service Section 11 for how revisions work, including what’s in scope, the 48-hour response window, and when revision rounds end.

2. When we will refund

There are three narrow situations where a refund is available:

• Damage in transit. Report within 24 hours of delivery with the photographs listed in our Shipping Policy §8. At our option, we reprint and reship, or refund the damaged item.
• Lost in transit. Once the carrier formally confirms a package lost (not just delayed — see Shipping Policy §7), at our option we reproduce and reship, or refund.
• Cancellation by us. If we cancel your Order under Terms of Service Section 4 — for example, Source Material we can’t work with, prohibited content, or a payment problem — we refund what you paid.

Each remedy above is offered at our option: reshipment or refund, not both, and the choice is ours.

3. When we will not refund

No refund is issued for, among other things:

• change of mind, recipient’s reaction, or aesthetic preferences emerging after the Proof was Approved (expressly or by lapse);
• requests for changes outside the revision scope in Terms §11.2 (different photo, additional subjects, different size or material, custom text not in the original Order);
• details not visible in your Source Material — we paint what we can see (Terms §11.3);
• delays of any kind, including carrier delays, weather, peak-season volume, or missed gifting occasions (Terms §8, Shipping §11);
• Orders returned to us as undeliverable, refused, or unclaimed — reshipment is at your cost (Shipping §10);
• packages marked “delivered” by the carrier but not received, where the carrier confirms the delivery scan (Shipping §9);
• Orders placed without Source Material at checkout that are then never accompanied by a usable photograph (Terms §4.1); or
• any claim raised after the time limits stated in the relevant section.

4. Cancellations

We do not offer a guaranteed customer right to cancel. If you ask to cancel before we have begun design work, we may at our sole discretion grant a full refund — please contact us as soon as possible after ordering. Once design work has begun, a Proof has been sent, or production has started, the Order is not cancellable and the rules in Sections 1–3 apply.

5. How refunds are processed

Approved refunds are issued to the original payment method. Once we initiate the refund, the time it takes to appear on your statement depends on your bank or card issuer — typically 5–10 business days, sometimes longer. We have no control over that timeline and aren’t able to expedite it.

Partial refunds may be issued where only part of an Order is affected (e.g., one item of a multi-item Order is damaged). Where a free or discounted item was tied to the Order via promotion, we may adjust the refund accordingly.

6. Questions

Refund questions or claims:

Pixel & Canvas (MM ECO LLC)
Email: [email protected]

Include your Order number and, for damage or loss claims, the photographs listed in the relevant section above.