Refund policy
RETURNS & REFUNDS POLICY
Last updated: September 9, 2026
We want every order to arrive as described and in excellent condition. This policy explains the rules for ready-made products and for custom or personalised products. It does not limit any mandatory rights you have under applicable consumer law.
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READY-MADE PRODUCTS
You may request a return of an eligible, non-personalised product within 30 days after delivery. Contact us before sending anything back.
The product must be unused, undamaged, not installed or mounted, and returned in protective packaging suitable for metal wall art. You may inspect the product as you would in a shop, but you may be responsible for any loss in value caused by handling beyond what is necessary to establish its nature, characteristics and condition.
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CUSTOM AND PERSONALISED PRODUCTS
Products made to your specifications or clearly personalised—such as prints created from your photo, text, selected crop or approved custom design—are generally not eligible for change-of-mind returns once production has begun.
This exception does not affect your rights if the item is damaged, defective, incorrect, or does not match the approved proof or product description.
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CANCELLATIONS BEFORE PRODUCTION
Contact us as soon as possible if you need to change or cancel a custom order. If production has not started, we will confirm whether the order can be changed or cancelled and refunded. Once artwork preparation or production has begun, cancellation may no longer be possible.
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DIGITAL PROOFS
When a digital proof is provided, please check the crop, layout, colours, names, dates, spelling and other requested details carefully. Your approval authorises us to begin production.
Approval does not waive your rights regarding manufacturing defects, transit damage, incorrect goods, or a product that materially differs from the approved proof.
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DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please contact us as soon as reasonably possible after discovering a problem. Include your order number and clear photos of the product, outer packaging, shipping label and damage or defect. Keep the product and packaging until we provide instructions.
After review, we will offer the remedy required by applicable law, which may include repair, replacement, a price reduction or refund. If the issue is our responsibility, we will arrange or reimburse reasonable return shipping where required.
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HOW TO REQUEST A RETURN
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Email support@awsm-prints.com with your order number and reason for the request.
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Wait for return instructions and the return address. Do not send a product back without contacting us first.
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Pack the product securely. We recommend tracked shipping and keeping your receipt until the return is completed.
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RETURN SHIPPING
For an eligible change-of-mind return, the customer is responsible for return shipping costs unless we agree otherwise.
Original delivery charges are refunded only where required by applicable law. For damaged, defective or incorrect products, we will cover reasonable return costs where required.
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REFUNDS
We will notify you after receiving and inspecting the return. Approved refunds are issued to the original payment method.
We normally process an approved refund within 5–10 business days. Your bank or payment provider may need additional time to post it.
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ITEMS THAT CANNOT BE RETURNED FOR CHANGE OF MIND
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Custom-made or clearly personalised products after production has begun.
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Products that have been installed, mounted, altered or damaged after delivery.
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Gift cards, if offered, except where applicable law requires otherwise.
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EU/EEA AND UK CUSTOMERS
For eligible non-personalised distance purchases, statutory withdrawal rights apply. In the EU, this is generally 14 days from delivery.
The statutory withdrawal right may not apply to goods made to your specifications or clearly personalised. Nothing in this policy excludes or restricts mandatory consumer rights.
CONTACT
AWSM Prints
Latvia
support@awsm-prints.com