Refund policy
At PaperGridStudio we take great pride in the quality of our wall art, and we want you to be delighted with your artwork. Because of the way our store operates, please read this policy before you order.
Made-to-order products
Every poster and canvas we sell is printed and finished specifically for you at the time you place your order. Because we do not hold pre-printed inventory, we do not accept returns, exchanges or refunds for “change of mind” or buyer's remorse.
Please review the size, format and material options carefully before completing your purchase. Our Wall Art Size Guide shows every size we print, drawn to scale, with a recommended size for the walls people ask about most, and our FAQ answers the questions we get asked most often. If you are unsure which size or material suits your wall, email us before you order and we will help you choose.
Damaged or defective items
While we package our artwork with the utmost care, rough handling during shipping can happen. If your item arrives damaged, or if there is a printing or manufacturing defect, we will make it right.
How to request a replacement:
- Contact us within 14 days of the delivery date.
- Email us at contact@papergridstudio.co with your order number.
- Include clear photos of the damaged artwork and a photo of the packaging it arrived in.
Once we have your photos and have verified the issue, we will expedite a free replacement to you. There is nothing to send back and nothing to pay. In the rare event that a replacement is not possible, we will issue a full refund to your original payment method.
Wrong item received
If the artwork you receive is not the design, size or material you ordered, email us with your order number and a photo of what arrived. We will ship the correct piece at no cost, and you do not need to send the wrong one back.
Order cancellations & modifications
Because orders are sent to our printing facility very quickly, we have a limited window in which to make changes.
- To cancel your order, change the shipping address, or change the size, material or design, contact us within 2 hours of placing your order.
- Once an order has entered the production phase we are unable to cancel it or make any changes to it.
Lost in transit
If your package is lost in transit and the tracking has not updated for more than 7 business days, please reach out to our support team. We will investigate the issue with the shipping carrier and, if the package is deemed lost, we will send replacement artwork to you at no additional cost.
Delivered but missing packages
If your tracking information shows that your package was delivered but you cannot find it, please check with neighbours, building management or your local post office first. We do not offer refunds or free replacements for packages that are marked “Delivered” by the shipping carrier.
European Union — 14 day cooling-off period
Notwithstanding the above, if your order is shipped to an address in the European Union you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. The item must be in the same condition in which you received it and in its original packaging, and you will need your order confirmation as proof of purchase. Email contact@papergridstudio.co to start a return before sending anything back — items sent to us without first requesting a return cannot be accepted.
Refunds
Where a refund is due, we will notify you once we have received and inspected any returned item and let you know whether the refund has been approved. If approved, you will be refunded automatically to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your refund, contact us at contact@papergridstudio.co.
Contact us
If you have an issue with your order that is not covered here, we are always happy to help. Email contact@papergridstudio.co with your order number and our team will get back to you as soon as possible.