Refund policy

1. Introduction

All Emanation Art products are made to order and produced individually once an order is placed.

Because of this made-to-order model, our returns and refunds policy differs from traditional retail stores. We encourage customers to review product descriptions, size charts, and ordering details carefully before placing an order.

This policy explains when replacements or refunds may be available and should be read together with our Terms & Conditions and Shipping Policy.

2. No Returns for Non-Defective Items

Because all items are made to order, we do not accept returns or refunds for non-defective products.

This includes, but is not limited to:

  • change of mind;

  • ordering the wrong size;

  • personal preference or expectation differences;

  • buyer’s remorse.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, we will review the issue and, subject to verification, arrange an appropriate resolution.

You must contact us within 14 days of delivery and include:

  • your order number;

  • clear photo and/or video evidence of the issue;

  • a brief description of the problem.

Once verified, we will:

  • arrange a replacement, or

  • issue a refund if a replacement is not possible.

We reserve the right to determine whether a return of the item is required before issuing a replacement or refund. We aim to respond to all claims within 2–3 business days.

4. Required Evidence

To assess damaged, defective, or incorrect item claims, we may request:

  • photos of the product;

  • photos of the packaging (if damaged);

  • images or video clearly showing the issue.

Claims submitted without sufficient evidence may not be eligible for replacement or refund.

5. Reporting Window

All damaged, defective, or incorrect items must be reported within 14 days of delivery.

Claims submitted after this period may not qualify for replacement or refund.

6. Lost or Delayed Packages

Shipping-related issues are handled in accordance with our Shipping Policy, which forms an integral part of this policy.

A shipment may be considered lost if:

  • tracking information shows no updates for 21 consecutive calendar days after dispatch; or

  • the shipment exceeds the estimated delivery timeframe for the destination region by more than 14 calendar days.

If your order appears lost or significantly delayed, please contact us and we will assist in investigating the shipment and determining the next appropriate steps.

7. Non-Returnable Exceptions

We do not accept returns or issue refunds for:

  • items returned without authorization;

  • items damaged due to misuse, improper care, or normal wear;

  • color variations caused by screen or display differences;

  • customer sizing errors;

  • subjective preferences (fit, thickness, fabric feel, etc.);

  • orders lost or returned due to incorrect or incomplete shipping addresses.

If a parcel is returned to the sender due to address-related issues, reshipping fees may apply.

8. Exchanges

Because all items are produced on demand, exchanges are not available unless the item arrives defective or incorrect.

If you wish to order a different size or product, a new order must be placed.

9. Order Changes & Cancellations

Order changes or cancellations are only possible before production begins, as outlined in our Terms & Conditions.

Because production may start shortly after an order is placed, we cannot guarantee modifications once an order has been submitted.

Once production has started, the order cannot be changed, cancelled, or refunded.

10. Contact Us

If you need assistance with a damaged, defective, incorrect, or missing item, please contact us at: contact@emanationart.com. Include your order number and any relevant photo or video evidence so we can assist you as efficiently as possible.