Refund policy
Preorders
Cancelling before the presale closes. You can cancel for any reason up until the presale ends and get a full refund, no questions asked. Just email from the address you ordered with.
After the presale closes. Once the presale ends, your print goes to the printer and is made specifically for your order. At that point it can't be cancelled or refunded.
If your print is late. These are hand-made and printed to order, so I'll tell you as soon as I know if something slips. If the ship date moves and you'd rather not wait, you can cancel for a full refund even after the presale has closed. A delay is my problem, not yours.
Once your order has shipped
- If your print arrives damaged, send a photo to alexrobinsonstudios@gmail.com within 14 days of delivery and we'll replace it or refund it — your choice. Don't send the damaged print back; that costs more than it's worth.
- Because each print is made to order, I can't accept returns for a change of mind. If anything is wrong with your print when it arrives, that's covered above and I'll sort it out.
- Refunds go back to your original payment method within 10 business days of approval.
Commissions
Commissioned paintings are made specifically for you and can't be resold, so they work differently:
- A deposit reserves your slot and is non-refundable once painting begins.
- Before painting begins, the deposit is fully refundable.
- You'll see progress and can ask for adjustments before the piece is finished.
Anything else
If something's gone wrong and it isn't covered above, email alexrobinsonstudios@gmail.com. This is a one-person studio and we'd rather sort it out than hide behind a policy.