Refund Policy

The 90-day HeroicCanvas Promise

If you are not completely satisfied with your portrait within 90 days of delivery, we will replace it, exchange it, or make it right.

No restocking fees. No return shipping fees. Free replacement, every time.

Most custom-product brands hide behind "personalized — final sale." We do not. A portrait is a tribute, and a tribute that doesn't feel right doesn't honor anyone.

What's covered

We replace at no charge for any of these:

Arrived damaged. Bent frame, torn canvas, cracked acrylic, sealed crease, water damage, anything that happened in transit.
Defective print. Smudges, color cast, ink streaks, fading, alignment errors, or any quality issue our QA review missed.
Wrong product. Wrong size, wrong frame color, wrong style — anything that doesn't match what you approved in the preview.
Never arrived. If tracking shows the package is lost in transit (no movement for 10+ business days after shipping), we ship a replacement and absorb the carrier claim.

For any of the above, please email support@heroiccanvas.com within the 90-day window with:

Your order number (from the confirmation email — starts with #).
A short description of the issue.
One or two photos showing what's wrong.

We respond within one business day, usually the same day. No return is required for damaged or defective items — keep the original or recycle it.

What's not covered

To keep the guarantee genuinely generous (and not riddled with exceptions), here are the few cases where we cannot offer a free replacement:

Wrong shipping address provided at checkout. If the package is returned to us as undeliverable, we will re-ship to a corrected address at the standard rate.
Damage caused after delivery. Drops, falls off the wall, sun-bleaching by direct exposure, or any handling damage that happened post-arrival. Please use the included hanging hardware and keep the print out of direct sunlight.
Personalization typos. If the signature you typed had a misspelling and it printed exactly as typed, we can re-print at a discounted rate (50% off), but not for free. Please proofread the preview before approving.
Buyer's remorse on a perfectly-produced, perfectly-delivered, accurately-customized order. Since every portrait is custom-printed for a specific person, we cannot resell it. In this case we issue store credit on a case-by-case basis.

Cancellations

Production starts shortly after checkout — usually within 2 hours, sometimes faster. The cancellation window is therefore short:

Before production starts (typically within the first 2 hours after checkout): full refund, no questions asked.
After production starts: we cannot cancel. The printer has already cut canvas, mixed inks, and assembled materials specifically for your order — the cost is the same to us whether the print ships or not.

If you need to make a change to a recent order, email us immediately — we will do our best to catch it before production begins.

Refund processing

When a refund (rather than a replacement) is approved, the funds are returned to your original payment method within 3 to 5 business days of approval. Depending on your bank, it may take 1 to 2 additional business days for the refund to appear on your statement.