Refund policy

You have thirty days from the day your order is delivered to return it. The window runs from delivery, not from the day you paid, so a long production run never eats into it.

Everything is printed to order, so start every return with an email to support@tiaracle.com rather than by posting a parcel back. A return that arrives unannounced cannot be matched to an order and may not be accepted or refunded.

What a return costs

Situation	What you pay
It arrived damaged or faulty We produce and ship a replacement. You do not send the damaged piece back.	Nothing
The wrong artwork or size arrived Same again: a replacement is produced and shipped, and you keep what arrived.	Nothing
Return postage, if it qualifies Full price pieces under 40 inches tall, going back from the United States, the United Kingdom, Canada and Australia. Both conditions have to hold.	Free
You changed your mind, or it does not suit the room A restocking fee of half the product price, because the piece was printed for you and cannot be sold to anyone else.	50%
Return postage, if it does not qualify A piece bought on sale or with a discount code, or one over 40 inches tall, goes back at your own cost.	Yours
A return label for an oversized piece Available inside the contiguous United States for pieces over 40 inches. Deducted from the refund once the return arrives, not charged up front.	$100
A parcel comes back to us and you want it resent Twenty percent of the product price, which covers the original free carriage and the second handling.	20%
A parcel comes back to us and you would rather refund The same twenty percent is deducted from the refund instead.	20%

The 50% applies to a change of mind only. When the fault is ours or the carrier's there is no restocking fee at all, and in most of those cases there is no return either.

What can come back

Standard artwork: Yes. In new condition, packed the way it arrived, within thirty days of delivery. Email first: a parcel that turns up unannounced cannot be matched to an order and may not be accepted or refunded.
Custom and personalized pieces: No. Printed from your own image or your own text, so they cannot be sold to anyone else. This is stated on every custom product page before you buy. Damage and printing faults are still covered, because that is a replacement rather than a return.
Anything used, marked or repacked differently: No. The piece has to be in the condition it arrived in and in its original packaging. Keep the box until you are sure.

Damaged or wrong is replaced, not refunded

Photograph the piece and the box it came in, email both to support@tiaracle.com with your order number, and a replacement is produced and shipped at no cost. You end up with the artwork you ordered rather than your money back, which is almost always what people actually wanted.

Small transit marks are usually not damage. A crease, a dent or a slightly slack canvas presses out from the back with a warm iron on a low setting, in about two minutes, because canvas is fabric. Try that first and write to us if it does not lift.

How to start a return

Email first. Send support@tiaracle.com your order number and what is wrong. A person reads it. Do not post anything back before you hear from us.
We reply with instructions. Where to send it, what to include, and whether the postage is on us. This is also where a label is issued if one applies.
Send it back in its original packaging. New condition, packed as it arrived. Use a tracked service: an untracked parcel that goes missing cannot be refunded.
Refund once it arrives and is checked. It goes back to the card or account you paid with. Your bank then takes its own few days to post it.

When we pay, and when we are not able to

We cover the cost when

There is a manufacturing problem with the piece.
It arrives broken or damaged.
You receive the wrong artwork or the wrong size.
The order is lost in transit and the address you gave was correct.
The order takes materially longer than the window on the shipping page.

We are not able to when

The piece was printed correctly and you have changed your mind. That is a return under the thirty day window, with the 50% restocking fee.
The wrong size or layout was selected at checkout.
The order is still inside its delivery window.
The address given at checkout was incorrect and needs changing.
Tracking shows the order was delivered to the address you gave.
A parcel is lost because the address was wrong and it cannot be returned either.

Parcels that come back undelivered

We confirm the address before doing anything. A parcel returned to us is never resent blind. We write to you first.
Re-shipping costs 20% of the product price. It covers the original carriage, which was free, and the second handling. Choose a refund instead and the same 20% is deducted.
You may be asked to cover re-shipping. This applies when the address given at checkout was wrong or incomplete, when the parcel went unclaimed even though the address was right, or when you ask for it to go somewhere new.
A wrong address that loses the parcel entirely. Where an incorrect address means the parcel can be neither delivered nor returned, we are not able to refund or replace it. Checking the address at checkout is the one minute that prevents this.

When the money comes back

Refunds are processed once the return has arrived and been checked, back to the card or account used to pay. Banks add their own few days before it posts. If it has not appeared a week after we tell you it is processed, check with the card issuer first, then write to us.

Need help

Email support@tiaracle.com with your order number. A person reads it, and an email with an order number and a photograph is usually all it takes. The full policy, with the same figures, is at tiaracle.com/pages/refund-policy.