Refund policy

Last updated: April 12, 2026

This Refund Policy explains how Papanee handles returns, refunds, cancellations, and order issues for purchases made through papanee.com.

1. Made-to-Order Products

All Papanee prints are made to order. This means each print is produced after your order is placed rather than held as pre-made inventory.

Because of this, we do not generally accept change-of-mind returns once production has started.

2. Returns

We only accept returns where an item arrives damaged, defective, or incorrect.

We do not generally accept returns for reasons such as:

  • change of mind
  • ordering the wrong size by mistake
  • not liking the artwork in person
  • minor color differences caused by screen settings or device display

If there is a problem with your order, please contact us and we will review the issue.

3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible and include:

  • your order number
  • a short description of the issue
  • clear photographs of the print and packaging where relevant

We may request additional information in order to review the claim.

If the issue is verified, we may offer a replacement, refund, or another appropriate resolution.

4. Cancellations and Order Changes

Because all prints are made to order, cancellations or changes may not be possible once production has started.

If you need help with an order, please contact us as soon as possible after placing it. We will do our best to help where possible, but we cannot guarantee that changes can be made after production has begun.

5. Refunds

If a refund is approved, it will be issued to your original payment method.

Please note that it may take additional time for your bank or payment provider to process and post the refund after it has been issued.

We reserve the right to refuse a refund request where the order does not meet the conditions outlined in this policy.

6. Return Shipping

If a return is approved because an item arrived damaged, defective, or incorrect, we will provide instructions for the next steps.

Returns sent without prior authorization may not be accepted.

Where a return is approved for reasons not caused by Papanee, the customer may be responsible for return shipping costs.

7. Non-Returnable Items

The following are generally non-returnable:

  • made-to-order prints once production has started
  • custom or personalized items
  • items returned without prior approval where approval is required
  • items that have been used, framed, altered, or damaged after delivery

8. Color and Product Appearance

We aim to display our artworks as clearly and accurately as possible.

Because screen settings and devices vary, colors may appear slightly different in person. Minor color variation between on-screen display and the final print does not automatically qualify as a defect.

9. Shipping Issues

If your shipment appears lost, delayed unusually, or marked as delivered but cannot be located, please contact us and we will do our best to help you review the next steps. In some cases, you may also need to contact the carrier directly.

10. USA Only

Papanee currently sells and ships within the USA only.

11. Contact

If you have any questions about a refund, return, damaged order, or delivery issue, please contact us through the contact information provided on our website.