Refund policy

  • Scope of this policy
    This Return and Refund Policy applies to all purchases made directly through our official Iron Canvas online store. By placing an order, you agree to the terms below in addition to our Terms of Service.

  • Definitions
    Standard products refer to non customized items purchased as shown on the product page, without any Light customization or other personalization.
    Customized products refer to any items that include Light customization or other personalization requested by you, including but not limited to added text, initials, names, dates or special layout adjustments.

  • Handmade nature and acceptable variations
    All of our products are handmade Wuhu iron paintings. Because of the traditional forging process, small variations in size, color tone, hammer marks, line thickness and surface texture are normal and part of the character of the artwork. Minor differences between the physical product and photos on the website, or between two pieces of the same design, are not considered quality defects. Differences caused by individual monitor or screen settings are also not considered quality issues.

  • Non returnable and non refundable items
    Except in the case of proven quality problems or damage in transit, the following items are not eligible for return, exchange or refund
    All customized products, including any order with Light customization or other personalization
    Special orders or bespoke projects that are designed and produced specifically according to your request
    Any item that has been used, damaged, modified or not returned in original condition and packaging
    Gift cards, final sale items and other items marked non returnable on the product page
    For customized products, non quality issues such as change of mind, ordering the wrong model or size, or personal preference about the appearance cannot be accepted as reasons for return or refund.

  • Return and exchange for standard products
    For standard non customized products, you may request a return or exchange within 15 calendar days from the date you receive the package according to the tracking information.
    To be eligible
    The item must be unused, undamaged and in the same condition that you received it.
    It must be returned with all original packaging, inner fillers, accessories and any included certificates or gifts.
    You must contact us in advance and obtain our return instructions. We cannot accept packages returned without prior notice.
    For returns or exchanges due to non quality reasons such as change of mind, ordering error or personal preference, the buyer is responsible for all return shipping costs and any related fees. The original shipping fee and any customs or import taxes paid are not refundable unless required by applicable law.

  • Damaged, defective or incorrect items
    If your order arrives damaged, defective or incorrect, we will take responsibility in accordance with this policy.
    Please inspect your package as soon as you receive it. If there is obvious damage to the outer box, take clear photos before opening.
    If the product itself is damaged, has a serious quality issue or you received the wrong item, you must contact us within 48 hours of delivery and provide
    Your order number
    Clear photos or video of the damaged or incorrect item
    Photos of the outer packaging and shipping label
    A brief description of the problem
    After verification, we will offer one or more of the following solutions depending on the situation
    Replacement of the item
    Partial refund or full refund
    Repair solution where feasible
    We may decide whether the damaged item needs to be returned. In some cases, due to international shipping costs, we may ask you to keep or dispose of the item locally instead of sending it back.
    Damage caused by improper installation, misuse, accident, unauthorized modification or failure to follow care instructions is not covered as a quality issue.

  • Return procedure
    Before sending back any item, please contact us by email at the address shown on our Contact or Terms of Service page and provide the required information.
    If your return request is approved, we will inform you of the return address and any specific instructions.
    You should ship the item back within the time frame we provide. We strongly recommend using a trackable shipping service and keeping the tracking number.
    Until we receive and inspect the returned goods, the risk of loss or damage during return transit remains with the buyer. If the return shipment is lost or damaged in transit, we may be unable to issue a refund.

  • Shipping costs and customs duties
    For returns due to non quality reasons, all return shipping costs, customs duties, import taxes and handling charges are borne by the buyer. If we are charged any additional fees by customs or the carrier related to the return, these amounts may be deducted from your refund.
    For orders with confirmed quality problems or shipping errors caused by us, we will bear or reimburse reasonable shipping costs according to the solution we agree with you in advance.
    Customs duties, VAT or other import taxes charged by your local authorities are generally not refundable by us. If you refuse to pay customs duties resulting in the package being returned or destroyed, we may deduct the original shipping cost, return shipping cost and any related fees from any refundable amount, and in some cases no refund may be possible.

  • Refund method and processing time
    After we receive and inspect your returned item, we will notify you by email whether your refund is approved or rejected.
    If approved, your refund will be processed within a reasonable time and a credit will automatically be applied to your original method of payment. The time it takes for the refund to appear in your account depends on your bank or payment provider and is outside of our control.
    We only refund to the original payment method used for the order. We do not issue refunds to a different account or via other channels.
    Any currency exchange differences or fees charged by your bank, credit card issuer or payment provider are not refundable by us.

  • Exchanges
    For standard non customized products, if you wish to exchange for a different item, size or design, this will be handled as a return plus a new purchase. You return the original item according to this policy, and once the return is approved, you may place a new order for the item you want.
    In cases of quality issues or incorrect items sent by us, we may offer a direct replacement without requiring a new order, depending on stock availability and your preference.

  • Order cancellation
    For standard products, you may request cancellation before the order has been packed and handed over to the carrier. Once the parcel has been shipped, the order can no longer be cancelled and will instead be handled as a return according to this policy.
    For customized products, including orders with Light customization, we start layout and production specifically for you soon after the order is confirmed. Once we have begun customization work, cancellation is generally not possible. If you wish to cancel, please contact us as soon as possible with your order number, and we will check whether production has started. If production has not started, we may at our discretion accept cancellation and process a refund, but we cannot guarantee that all requests will be approved.

  • Contact
    If you have any questions about this Return and Refund Policy or are unsure whether your order is eligible for return, exchange or refund, please contact us using the contact information provided on our website before sending back any items.