Refund and Returns Policy

Your Satisfaction Matters

At Swansdowne, we’re dedicated to delivering stunning canvas art, crafted just for you. If something isn’t perfect, we’re here to help with a simple and fair process. Questions? Email us at info@swansdowne.com.

Order Cancellation

  • Timeframe: You can cancel your order within 6 hours of placing it, before processing begins.
  • How: Email info@swansdowne.com with your order number and request to cancel - no fees apply.
  • Note: If it’s past 6 hours, your order may already be in production or shipped, and cancellation won’t be possible. Contact us right away if you’re unsure!

Returns Policy

30-Day Return Window

  • You have 30 days from delivery (per tracking info) to request a return for defective or incorrect items. Returns after 30 days won’t be accepted.
  • Eligible Returns: We accept returns if your canvas arrives:
    • Damaged or shattered.
    • With a different design, size, or material than ordered.
    • Not as described on our site.
    • Or if it was never delivered.
  • Condition: Returned canvases must be:
    • Unused and unmounted.
    • In original packaging with tags intact.
    • Unaltered (unless the issue is our fault).

How to Return:

  1. Email info@swansdowne.com within 30 days with:
    • Order number.
    • Reason for return.
    • Proof of purchase (e.g., shipping receipt or order confirmation screenshot).
    • Photos of the issue (if defective/damaged).
  2. Wait for our approval (within 2-3 business days) and a return shipping address.
  3. Ship to: 644 West Addison Street, Chicago, IL 60613, United States.
  4. Send us the tracking number at info@swansdowne.com after shipping.

Shipping Costs:

  • You cover return shipping fees - these aren’t refunded.
  • Exception: For damaged or incorrect items, we’ll provide a prepaid label if notified within 7 days of delivery.

Note:

  • Don’t ship without approval - we can’t process unapproved returns or cover lost packages.

Refund Policy

Fast and Fee-Free Refunds

  • Timeframe: Once we receive and inspect your return, we’ll process your refund within 3 business days.
  • Method: Refunds go back to your original payment method (e.g., Stripe, Paypal) - no extra steps needed.
  • Amount:
    • Full refund for defective/incorrect items, including original shipping if the entire order is returned.
    • No fees - you get back what you paid.
  • Notification: We’ll email you once the refund is issued.
  • Bank Delays: Allow 5-10 extra days for your bank to process it. If it’s been over 15 days, email us at info@swansdowne.com.

Exchanges

  • We don’t offer direct exchanges due to our made-to-order process. If you want a different canvas:
    1. Return the original within 30 days for a refund.
    2. Place a new order at swansdowne.com.
  • Double-check size, design, and details at checkout - we can’t swap items if you choose incorrectly.

Important Notes

  • Proof Required: Include order proof and photos for defective items to speed things up.
  • Lost Returns: We’re not liable for packages lost or damaged during return shipping - use a tracked service.
  • Non-Swansdowne Items: Don’t include unrelated products in your return; we won’t ship them back.

Thank you for choosing Swansdowne. We’re here to make your canvas art experience amazing - reach out at info@swansdowne.com if you need us!