Refund policy

Returns & Refunds Policy

Because all artworks are made to order, we do not accept returns or exchanges for change of mind.

Please read the following carefully before purchasing.

Made-to-Order Artwork

All prints and framed artworks sold through this store are produced on demand specifically for each order. As a result:

  • We do not accept returns, cancellations, or exchanges once production has begun
  • We do not offer refunds for buyer’s remorse, incorrect size selection, or aesthetic preference

This policy applies to all customers, including businesses and commercial buyers.

Damages, Defects, or Incorrect Items

Please inspect your order immediately upon delivery.

If your artwork arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at:

diego.leon@onediego.com

Include:

  • your order number
  • clear photos of the artwork
  • photos of the packaging and shipping box

If the issue is confirmed, we will arrange for a replacement at no additional cost, in accordance with our production partner’s policies.

Return Shipping

Damaged or defective items approved for replacement do not need to be returned unless specifically requested. If a return is required, instructions will be provided.

Items sent back without prior approval will not be accepted.

Non-Returnable Items

The following items are non-returnable:

  • All made-to-order prints and framed artwork
  • Custom sizes or special requests
  • Sale items
  • Gift cards

Exchanges

We do not offer exchanges.
If you wish to order a different size or format, please place a new order.

European Union – Right of Withdrawal (Important)

If your order is shipped to a country within the European Union, you normally have a 14-day right of withdrawal.

However, under EU consumer law, this right does not apply to:

Goods that are made to the consumer’s specifications or clearly personalized.

Because all artworks are produced on demand, the EU 14-day cooling-off period does not apply once production has begun.

If you contact us before production starts, we may be able to cancel your order. Once production begins, cancellation is no longer possible.

Refunds

Refunds are issued only in cases of confirmed damage, defects, or fulfillment errors.

Approved refunds are processed to the original payment method within 10 business days after approval. Processing times may vary depending on your bank or payment provider.

Contact

For any questions regarding returns or refunds, please contact:

diego.leon@onediego.com