Terugbetalingsbeleid

Refund & Reprint Policy

Every Canvyra piece is made to order from a photograph you upload and a preview you personally approve. Nothing is printed until you choose it. Because each canvas is created for one customer and cannot be resold or restocked, the terms below replace the standard return rules that apply to off-the-shelf goods.

1. Personalized items are final sale

All Canvyra artworks are custom-made to your order. They are exempt from statutory cooling-off and withdrawal rights that apply to non-personalized goods, including the 14-day right of withdrawal under EU consumer law. We do not accept returns or exchanges for change of mind, buyer's remorse, a change of decor, or because a gift recipient preferred something else.

2. Your approval before production

Before checkout you upload a photograph, receive preview versions, and select the one you want. The image you select is the image we print. A copy of that approved preview is attached to your order and is available to our support team.

Please review your preview carefully, and check the size and orientation you have selected, before completing checkout.

3. Cancellation window

Orders enter production shortly after payment. You may cancel for a full refund within 2 hours of placing your order, by emailing support@canvyra.com with your order number.

Once production has begun the order cannot be cancelled, paused, or altered, and the artwork cannot be exchanged for a different style, size, or photograph.

4. If your artwork is misprinted — 30-day reprint

If the canvas you receive does not match the preview you approved, we will reprint it free of charge. You have 30 days from delivery to raise a claim.

To make a claim, email support@canvyra.com with:

• your order number;
• a clear, well-lit photograph of the canvas you received, showing the full artwork; and
• a description of what differs from the preview you approved.

How a claim is assessed

Our support team compares the photograph you send against the preview attached to your order and assesses, acting reasonably and in good faith, whether an actual production or printing error has occurred. A claim is approved where the delivered canvas differs from the approved preview in a way that a reasonable person would consider a defect in printing, finishing or assembly.

A reprint is not issued simply because a claim has been made. There must be a demonstrable fault in the printed piece. Canvyra's assessment of whether a production error occurred is final.

What counts as a printing error

• the wrong artwork, style, size or orientation was printed;
• visible print defects such as banding, streaking, ink smearing, dead pixels or areas of missing ink;
• the image is significantly cropped, stretched, rotated or mirrored compared with the approved preview;
• a substantial and obvious color cast across the whole canvas that is not present in the approved preview;
• faults in finishing, such as a loose or warped stretcher frame, torn canvas, creasing, or missing hanging hardware.

What does not count as a printing error

The following are normal characteristics of made-to-order canvas printing and are not covered:

• Minor variation. Small differences in edge margins, framing gaps, wrap position, or where the image sits on the canvas, within normal production tolerance.
• Color between screen and print. Screens are backlit and each display is calibrated differently; canvas reflects light instead of emitting it. Slight variation in tone, brightness or saturation between your screen and the printed piece is expected.
• Gallery-wrap edges. On a gallery wrap the image continues around the sides of the frame, so a small part of the image wraps onto the edges. This is inherent to the format.
• Artistic interpretation. How the selected style renders your photograph — brushwork, texture, background treatment, color palette — is the product. It is not an error, and preferring a different interpretation is not grounds for a reprint.
• Your source photograph. Softness, grain, noise, low resolution, poor lighting or motion blur carried over from the photo you uploaded.
• Your selections. The size, orientation or preview you chose at checkout, or a change of mind about any of them.

Scope of a reprint

A reprint reproduces the same artwork, in the same style, size and orientation as the original order. We cannot substitute a different photograph, a different style, a different size or a different orientation, and a reprint may not be exchanged for store credit or a refund.

One reprint per order. Where a reprint has been issued and a further claim is made about the same order, the matter is handled at our discretion under section 8.

5. If your artwork arrives damaged — 15 Days 

Damage in transit is rare but it happens. Report it to support@canvyra.com within 15 Days of delivery, with:

• your order number;
• photographs of the damage to the canvas; and
• a photograph of the outer packaging as it arrived.

Confirmed damage claims are resolved by a free replacement, shipped at our cost. You do not need to return the damaged piece.

If you do not wish to accept a replacement for a confirmed damage claim, we will issue a refund to your original payment method.

6. Delivery times and delays

All production and delivery times shown on our website, at checkout, or in order confirmations are estimates only. They are not guaranteed delivery dates and do not form part of our contract with you.

Once your artwork leaves our production facility it is in the hands of the carrier. We are not liable for delays caused by circumstances outside our control, including but not limited to: carrier delays, backlogs or route changes; customs, duties or import inspections; weather, natural events, strikes or industrial action; incorrect, incomplete or undeliverable delivery addresses supplied at checkout; failed delivery attempts or a parcel left uncollected at a pickup point; and public holidays or seasonal peak-period volume.

A late delivery is not grounds for a refund, a cancellation, or a reprint. We do not refund shipping charges because a parcel arrived later than its estimate, and orders already in production cannot be cancelled because the estimate has passed.

If you are ordering for a specific date, please order well in advance. We cannot guarantee arrival by any particular date, including holidays and gift occasions, and we cannot expedite an order that is already in production.

Lost parcels

If tracking shows no movement and your parcel has not arrived within 10 business days of its estimated delivery date, contact us and we will open an investigation with the carrier. Where a parcel is confirmed lost in transit, we reship it at our cost, or refund you in full if you prefer. Claims for non-delivery must be raised within 30 days of the estimated delivery date.

Delivered but not received

Where tracking shows a parcel as delivered, we are not responsible for it being stolen, mislaid, or accepted by another person at the delivery address, nor for parcels sent to an address entered incorrectly at checkout. Please check with neighbours, building management and your carrier before contacting us.

7. How refunds are issued

Where a refund is due under this policy, it is issued to the original payment method within 5–10 business days of approval. Original shipping charges are refunded only where the entire order is refunded.

8. Exceptional circumstances

Beyond the rights set out above, we may offer a reprint, store credit, or refund at our discretion where we consider it fair to do so. Nothing in this policy limits any rights you have under the mandatory consumer law of your country of residence.

Contact

Canvyra support — support@canvyra.com