Refund and Returns Policy (United States)
This policy applies to orders delivered to an address in the United States. Orders delivered within Australia are covered by our Australian refund policy.
Refunds and returns
I stand behind every print. Each piece is made to order, printed for you specifically rather than picked off a shelf, so returns are accepted only where an item arrives damaged, defective, or is not the item you ordered. We do not accept returns or exchanges for change of mind.
Your rights under state law
This policy sets out the remedies we offer. It is offered in addition to, and does not limit or replace, any rights you may have under the consumer protection laws of your state. Where the law of your state gives you greater rights than this policy provides, those rights apply.
Where we ship
Orders under this policy are printed and shipped within the United States. Full details are in our United States shipping policy.
Reporting a damaged, defective or incorrect item
Please inspect your order as soon as it arrives. Email matt@matthewphilip.com within 14 days of delivery and include:
- Your order number
- Photographs clearly showing the damage or defect
- A photograph of the outer packaging if the parcel was damaged in transit
- For an incorrect item, a photograph of what arrived
What happens next
Once the fault is verified I will confirm the outcome by email, normally within two business days. Where the failure is significant you may choose between a refund and a replacement print. For minor faults a replacement will be sent.
If a physical return is required, we will provide the return address and cover the return shipping cost. Please do not send anything back before we have confirmed the return, as unauthorised returns cannot be processed.
Refund timing
Approved refunds are issued to your original payment method within 10 business days of approval. Your bank or card issuer may take additional time to post the funds to your account. If more than 15 business days have passed since approval and you have not seen the refund, contact us.
Cancelling an order
Because every print is made to order, an order can only be cancelled before it enters production. If you need to cancel, email us as soon as possible and we will cancel and refund in full if printing has not yet begun.
Separately, if we cannot ship within the time stated at the point of sale, we will contact you and you may cancel for a full refund. This is set out in our United States shipping policy.
Exchanges
We do not offer exchanges. Where an item is faulty, the remedies set out above apply.
Items excluded from return
Because all prints are produced to order, we cannot accept returns based on:
- Change of mind, or the piece not suiting your space
- Choosing the wrong size, finish or frame colour at checkout
- Minor colour variation between your screen and the printed piece, which is a normal characteristic of printing
If you are unsure which size or finish suits your wall, email me before you order and I will help you choose.
Contact
Matthew Philip
matt@matthewphilip.com