Every piece is custom-printed to order specifically for you. Because items are made on demand and not held in stock, our returns and refunds policy differs from a standard retail store. Please read the terms below before ordering.
Cancel for a full refund — before production starts
You can cancel your order for a full refund at any time before it enters print production. After you place an order there is a short cancellation window during which payment has not yet been captured and the order has not been sent to our print partner; cancelling within that window voids the pending charge (or refunds it if already captured) automatically.
This window is short — roughly 2 hours from the time you place your order. The clearest way to know whether you can still cancel is your order page itself: while the window is open, a Cancel order button is shown there. If that button is visible, you can still cancel; once it disappears, the window has closed.
To cancel, open your order page — using the link in your order confirmation email, or from your order history if you have an account — and select Cancel order. Your cancellation is processed immediately and any pending charge is released automatically. You do not need to contact us to cancel within this window.
Once in production — no guaranteed cancellation or refund
After the cancellation window closes, your order is sent to production and can no longer be cancelled or changed. At that point the item is being manufactured specifically for you, so we cannot guarantee a cancellation or refund.
If you need help after this point, please contact us and we'll do whatever we reasonably can — but we cannot promise a cancellation or a refund of the item once it is in production. Where an order can be stopped after production has begun, any unused shipping charge may still be refunded, but the product cost is not refundable.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or is not what you ordered, we'll make it right at no cost to you — either a free reprint or a refund. Report the issue within 14 days of delivery.
To report a problem, email us at support@austrianpainter.com within 14 days of delivery and include your order number along with clear photos of the item and its packaging showing the damage, defect, or error. Photo evidence is required before we can arrange a reprint or refund.
In most cases you will not need to send the item back. Occasionally we may ask you to return it or arrange for it to be collected; if we ask you to return it, we will cover the return postage. Once your claim is approved, we will either reprint and reship your item at no cost to you or, where a reprint is not possible, refund the amount you paid to your original payment method.
Change of mind / buyer's remorse — not accepted
Because items are made to order, we cannot accept returns or offer refunds for reasons other than our error — for example, a change of mind, ordering the wrong size or option, or a delivery address entered incorrectly at checkout. Please double-check your selection and shipping details before ordering.
The cancellation window described in section 1 is your opportunity to correct mistakes: if you notice a wrong option, size, or shipping address before it closes, cancel your order and place a new one with the correct details. Once the window has closed and your order is in production, we are unable to make changes for these reasons.