Refund policy
We accept returns up to 14 days after delivery, if the item is unused, undamaged and in its original condition, and we will refund the full order amount minus the shipping costs and 2% non-refundable Shopify transaction fees.
If you have any further questions, please don't hesitate to contact me at art@carolinareis.com.
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EASY RETURN AND EXCHANGES
I want everyone who buys a piece of my art to be completely satisfied and to be able to make a purchase without worry. Once you have received the work, you have up to fourteen days to live with it to make sure it is the right piece for you.
To be eligible for a return, your item must in the same condition that you received it. It must also be in the original packaging.
If the artwork has been damaged during shipping, please keep all packaging and refer to my full returns policy below for further details. I aim for your experience of working with me to be as smooth and positive as possible.
If you experience any problems at all regarding your order please email me at art@carolinareis.com and I will be happy to help.
My return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, I can’t offer you a refund or exchange.
To complete your return, I require a receipt or proof of purchase.
Artwork Damaged in Transit
When your artwork is delivered, if you notice any damage to the box, please take a photo of the damage before you open the package and open the box in front of the carrier who delivered it. Photograph any damage to the artwork and email me as soon as possible at art@carolinareis.com. Be sure the carrier documents the damage.
In the event that your order arrives damaged in any way, please email me as soon as possible at art@carolinareis.com with your order number and a photo of the item’s condition. I will address your case individually and work towards a satisfactory solution.
Exceptions
Several types of goods are exempt from being returned. They include:
- Greeting cards
- Gift cards
- Downloadable products
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- Any item not in its original condition, damaged, or, missing parts for reasons not due to our error.
Refunds
Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact me at art@carolinareis.com.
Sale items
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges
For original artwork that is defective or damaged, I can do my best to repair the piece, offer you another similar piece or work it out with you on a case by case. For limited editions and prints, I only replace items if they are defective or damaged. If you need to exchange it for the same item, send me an email at art@carolinareis.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, I will send a refund to the gift giver and they will find out about your return.
Shipping
To return the original artwork, you should mail the piece in its original packaging to: 2-24 Herbert Avenue, Toronto, ON, M4L 3P9, Canada.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the initial cost of shipping and the 2% non-refundable Shopify transaction fees will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. I don’t guarantee that I will receive your returned item.