Our Return Policy
All requests for replacements or refunds must be submitted within thirty (30) days of the date the canvas is received. All requests for replacements or refunds for damaged canvases must be submitted within seven (7) days of the date the canvas is received.
We will accept a return for a replacement or refund provided the canvas is returned within thirty (30) days from the date the canvas is received and meets our Return Policy and Restrictions.
Return Policy & Restrictions:
Canvas Wrapping: We will automatically crop your image so it works with the proportions of the canvas size you’ve selected. We provide a very accurate preview showing exactly how your photo will be wrapped and which parts will not be visible on the front of the canvas.
Sometimes the image you send us just won’t work in the finished size you selected. If that’s the case your photograph’s subject’s hands, head or other body parts may be wrapped around the edge of the canvas. We attempt to catch all canvas orders that have these particular photo issues and if we do we’ll contact you with an alternative solution.
CanvasPeople has developed a highly automated process which allows us to provide extremely low pricing. This automated process will sometimes miss these wrapping issues therefore we cannot guarantee replacements or refunds.
CanvasPeople may not issue a refund or replacement if the canvas matches the preview that was available when the order was placed. The customer is responsible for reviewing the preview before adding the canvas to their cart. Please note that changing the canvas size will change the preview. If a replacement is issued the customer will pay shipping and handling on the new canvas, regardless of the pricing of the original order.
Color & Picture: CanvasPeople will reproduce color from your submitted photograph file as closely as possible, but cannot exactly match color and density because of limitations in the printing process, monitor calibration and image resolution requirements.
Please note that CanvasPeople cannot guarantee color reproduction or image quality for your photograph files. Every color quality related return must be submitted with our online return form and will be reviewed on a case by case basis. We may refuse a refund if the canvas is deemed an accurate reproduction of the submitted photo. If a replacement is issued the customer will pay shipping and handling on the new canvas, regardless of the pricing of the original order.
Red Eye & Time Stamp Removal: If your original photo has red eye and/or a time stamp, CanvasPeople are not responsible for removing these unless you have selected and paid for our Basic Photo Touch Up. Refunds will not be issued in these instances. A replacement may be issued provided the customer pay for Basic Photo Touch Up and shipping and handling, regardless of the pricing of the original order.
Missing Special Effects or Basic Photo Touch Up: If a special effect or basic photo touch up were paid for and not applied the customer may receive either a refund for the missing effect or a replacement canvas with the special effect or Basic Photo Touch Up applied.
Missing or Incorrect Decorative Frames: If a decorative frame is ordered, but is not included with the canvas or is the wrong color, the customer may either receive a refund for the cost of the frame or a replacement canvas with the correct frame.
Defects/Issues: CanvasPeople will not provide a refund or replacement if the issue with the canvas exists in the originally uploaded photograph file.
Delivery Issues: If a canvas is returned to CanvasPeople as undeliverable due to a customer error when entering the shipping address we will not provide a refund for the canvas or the shipping costs. We will reship the canvas to the correct address and the customer will be charged for shipping and handling, regardless of the pricing of the original order.
If a canvas is lost in delivery due to a customer error when entering the shipping address we will not provide a refund for the canvas or the shipping costs. We will create a new canvas and ship it to the correct address. The customer will be charged for the new canvas. We will honor the price of the original canvas and the customer will be charged for shipping and handling, regardless of the pricing of the original order.
Buy One, Get One 1/2 OFF and Buy Two, Get One FREE Refund Terms: If you received a multiple item purchase discount when you purchased an item you wish to return or exchange, you will receive a credit for the purchase price of an item you received at half price or you may exchange that item for another item of the same or lesser regular price value. Free items may only be exchanged for an item of the same or lesser regular price value.
Damaged Canvases: Damaged prints need to be photographed and emailed to CanvasPeople as proof before refunds or replacements can be issued. In some instances, CanvasPeople may waive this requirement upon the discretion of CanvasPeople management. Upon filling out the return form further details on replacement procedures will be provided. Please note CanvasPeople is not responsible for damage caused to prints after they have been received or damages caused by the customer or a third party. Third parties may include, but are not limited to, framers, retail establishments or an artist's customers. CanvasPeople will not be held responsible for damage not reported within seven (7) days of canvas delivery.
Library Photos: Canvases created using images from our library may only be refunded or replaced if the canvas is damaged or if there are coloring issues. Damage and coloring issues must be verified by CanvasPeople Customer Service before a refund or replacement will be issued.
Modifications & Cancellations
Canvases are personalized items and as such may not be modified or cancelled once an order has been put into production. Due to our highly automated process orders often go directly into production if they meet our image resolution requirements.
Requests to modify an order may be accommodated provided the request is received no later than 24 hours after the order was placed and only if the order has not gone into production. Once an order is in production it cannot be modified.
Requests to cancel an order and receive a refund may be accommodated provided the request is received no later than 24 hours after the order was placed and if the order has not gone into production. Once an order is in production it cannot be cancelled, but a partial refund may be provided.
If the order has been produced, but has not shipped, we will cancel the order and may provide a partial refund. As the canvas has been produced the cost of the canvas will not be refunded. The shipping and handling charges may be refunded unless the canvas was free in which case a refund will not be provided.
Canvas Return Procedure: To return a canvas, please complete the return form and email it to support@canvaspeople.com. CanvasPeople Customer Service will contact you with further instructions.
If CanvasPeople provides a replacement/refund you may be asked to provide a 3" x 5" piece cut out of the center of the canvas you received. Your replacement/refund will be provided once we receive your 3" x 5" piece cut out of the center of the canvas. If cut pieces are not from the center of the canvas or are not 3" x 5", refunds or replacements will not be issued.
If multiple canvases are to be returned, the cut pieces must both be 3" x 5" and from the center of the canvases.
Please note: All return or reprinting requests must be submitted through our return form.
Our phone staff is not authorized to process returns by phone.
