Returns and Warranty
Every portrait starts from a photo of your pet and is printed just for you, so we can't take it back if you change your mind. But if it arrives defective or damaged, that's on us, and we'll make it right.
Updated
In short. No returns for a change of mind, because each portrait is personalized. The time to change your mind is before you approve a preview, when you haven't paid anything yet. If your print arrives with a printing defect or damaged in shipping, we'll send you a free reprint or refund you. Email ordini@coatandcanvas.com with your order number and a photo of the problem.
Why personalized portraits can't be returned
Each portrait is created from your pet's photo, sometimes with your pet's name on a nameplate. We can't resell it to anyone else, so we don't accept returns or exchanges for a change of mind. We tell you this before you buy, on the order page, and you'll find it here too.
You do get a real chance to change your mind, though: before approval. When you order, your card is only authorized. If none of the previews works for you, you can decline them or let the order expire after 7 days, and you pay nothing. Our Terms of Sale explain how it works.
The digital file
If you add the high-resolution digital file, you receive it right after you approve the preview. That's why, when you order, we ask you to agree to receive the file immediately and to acknowledge that it can't be returned once delivered. You'll find that agreement in your order confirmation email.
Remember to download the file and keep a copy: 90 days after your print is delivered, we delete the photo and portraits, including the digital file.
Printing defects and shipping damage
We stand behind the print and its trip to your door. This covers, for example:
- printing defects: spots, streaks, colors that don't match the file, a blurry print;
- shipping damage: a torn canvas, broken stretcher bars, a creased or torn poster;
- receiving something different from what you ordered, in size, material, or image.
The preview you approve is exactly the file we print. The style and details of the portrait you saw and approved are part of what you chose; this coverage is about the print and its delivery.
What we'll do
We'll ship you a free reprint of the same portrait. If a reprint isn't possible, or doesn't fix the problem, we'll refund you to the card you paid with.
Because our Terms of Sale are governed by Italian law, you also have the 24-month legal guarantee of conformity from delivery under the Italian Consumer Code (Articles 128 and following). None of this limits any rights you have under the law of your state.
How to let us know
Email ordini@coatandcanvas.com with:
- your order number;
- what's wrong;
- one or more photos of the defect or damage, and of the box if it arrived damaged.
Please contact us within 30 days of delivery. That's the fastest way, because it lets us check with the print lab and the carrier while the details are fresh. It isn't a cutoff for any rights the law gives you: the legal guarantee lasts 24 months.
Orders shipped to Italy
Orders shipped to Italy are placed on our Italian-language site, under the same rules. Details, in Italian, are on the Recesso e garanzia page.
Contact
Questions before or after you order? Email ordini@coatandcanvas.com. Our company details are in our Legal Notice.