Refund policy

Returns & Cancellations

We want you to be completely thrilled with your new artwork! Every piece is custom-crafted to your specifications. If something isn't quite right, here is how we can help.

Unframed Prints — 30-Day Satisfaction Guarantee For our unframed paper, canvas, and photo prints, we are committed to delivering professional quality. If you aren't satisfied with the print quality, please contact us within 30 days of your purchase date to request a replacement or refund.

Framed Prints & Custom Mats Because framed and matted pieces are custom-tailored specifically to your dimensions and preferences, they require a bit more material. If you need to return a framed or matted print, you may do so within 30 days. Please note that a 30% production fee will apply, and the customer is responsible for the return shipping costs.

Damaged or Lost in Transit While rare, transit damage happens. If your order arrives damaged, or if the package is lost and there is no delivery confirmation from the carrier, we will replace the item at no cost to you.

  • Please report the issue to us within 30 days of the order date.

  • To speed up your replacement, simply include photos of the damaged product and the outer packaging.

Cancellations Because we strive to get your art to you quickly, we try to honor all cancellation requests.

  • We happily accept cancellation requests submitted within 24 hours of placing your order.

  • Cancellations requested after this 24-hour window may incur a non-refundable 30% production fee, as materials may already be in use.

After 30 Days If more than 30 days have passed and you are unsatisfied with your purchase, please reach out to us anyway. While a full refund may no longer be available, we may be able to offer partial credit or replacement options depending on the situation.

Image Quality & Color Variations Our printing facilities use standards set by the International Color Consortium (ICC) and conduct daily calibration checks to ensure accurate and consistent color. Please keep in mind that we are not liable for perceived color differences caused by the external lighting conditions (direct or ambient) in the room where your final printed product is displayed.

Final Sale & Exceptions Because we operate as a custom, made-to-order studio and do not carry standing inventory, certain purchases fall outside of our standard return policy. Orders shipped to third parties, incorrect size selections, or customer-input shipping errors are generally considered final sale and are not accepted for refund unless the item arrives damaged or fails to deliver. (EU Customers: Under Article 16(c) of the Directive 2011/83/EU, the right of withdrawal does not apply to personalized or made-to-order goods).

How to Request a Replacement or Refund

  • Email us at hello@neverlandprints.com with your order number.

  • If reporting damage, please ensure your photos are attached.

  • We will confirm the next steps within one business day!