Refund & Return Policy
Last updated: July 17, 2026
1. Made-to-order prints
Every AV Photo print is made to order and produced individually for you by our fulfillment partner. Because each item is custom-produced, we cannot accept returns or exchanges for change of mind or buyer's remorse. Please review your selection — finish, size, and shipping address — carefully before checking out.
2. Limited Warranty
Who gives this warranty. This limited warranty is provided by AV Photo LLC, doing business as AV Photo, 9635 Big Rock Dr. NW, Albuquerque, NM 87114, USA, [email protected] (the "warrantor").
What is covered. This warranty covers the prints you purchase from us and applies if your item arrives:
- Damaged in transit (e.g., bent, creased, or broken on arrival);
- Defective due to a printing or manufacturing error; or
- Incorrect — you received the wrong item, finish, or size.
How long coverage lasts. This warranty lasts for 30 days from the date of delivery.
What we will do. For a qualifying claim, we will send a free replacement (reprinted and reshipped at no cost to you) or issue a full refund of the amount you paid — you will not be charged for shipping, processing, or any other expense in connection with a qualifying claim. We will take your preference into account, and where applicable law gives you the right to choose the remedy, you may choose.
How to make a claim. Email us at [email protected] within the 30-day warranty period. To approve a claim we require your order number and clear photos of the item; for transit-damage claims, please also photograph the packaging if you still have it. We may decline claims we cannot reasonably verify. In most cases you will not need to ship the item back; if we do request a return, we will pay the return shipping.
What is not covered. The exclusions in Section 3 apply.
State-law rights. Some states do not allow limitations on how long an implied warranty lasts, so the limitation above may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
3. What is not eligible
- Change of mind, buyer's remorse, or "no longer wanted";
- Orders with an incorrect or incomplete shipping address provided by the customer (see Section 4);
- Minor variation in color, contrast, or cropping inherent to the printing process, or differences between your screen and the printed result (see our Terms of Service).
4. Lost or undelivered packages
If tracking shows your package as lost in transit (no delivery scan) for more than 20 days past the last tracking update, contact us and we will reship or refund your order. Report a lost-in-transit package within 45 days of the ship date or 30 days after the last tracking update, whichever is later — so you always have at least 10 days to report after a package becomes eligible. If tracking shows the package as delivered but you have not received it, contact us within 7 days of the delivery scan; we will investigate with the carrier and may, at our discretion, require a signed statement of non-receipt (and, for orders over $150, a carrier claim or police report) before reshipping or refunding. We reserve the right to refuse replacement or refund where we reasonably believe a claim is fraudulent or abusive; a pattern of prior loss or damage claims from the same customer or address may be considered as part of that assessment, but is not by itself grounds for refusal. If a package is returned or undeliverable because of an address error you provided, you are responsible for the cost of reshipment.
5. Cancellations and changes
Because prints go into production quickly, an order can only be canceled or changed before it enters production. If you need to cancel or correct an order, use the cancellation link in your order confirmation email, or email [email protected] as soon as possible. Once an item is in production, it can no longer be canceled. We will confirm by email whether your cancellation request was received before production began.
6. Refund method and timing
Approved refunds are for the full amount you paid, including any tax collected, and are issued to your original payment method through Stripe. We initiate approved refunds within 3 business days of approving your claim; after that, please allow approximately 5–10 business days for the refund to appear, depending on your bank or card issuer.
7. Your statutory rights
Nothing in this policy limits any non-waivable rights you have under the consumer protection laws of your state, including rights to cancel where an order is not delivered within the legally required time.
8. Contact
Need help with an order? Email us at [email protected].