RETURNS & EXCHANGES
All orders can be canceled until they are shipped (except for custom kits. These orders can only be canceled if the work on your order has not started yet). If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.
If you did not receive the product within the guaranteed time( 50 days not including 2-5 day processing) you can request a refund or a reshipment. If you received the wrong item you can request a refund or a replacement. If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
The only scenarios when you’re not qualified for a refund are:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Diamond Canvases (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of diamondcanvases.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (50 days) has expired. You can do it by sending a message on the Contact Us page.
When your refund has been processed, a credit will automatically be applied to your credit card or original method of payment, within 14 days.
If you’re not 100% satisfied with your purchase, you can return your order for a full refund for up to 50 days from the purchase date.
Our policy lasts 50 days. If 50 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange, unless you haven’t received your item.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
*We, unfortunately, do not offer refunds for the following:
– Partially completed diamond paintings
– Fully completed diamond paintings
– Custom kits
To complete your return, we require a receipt or proof of purchase.
To initiate a return please contact firstname.lastname@example.org. In your email, include your order number or the email address you used to complete the order.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: Diamond Canvases, 8100 Byron Ave, #407, Miami Beach ,Florida US 33141.
Please do not send your purchase back before contacting us first.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Diamond Canvases, 8100 Byron Ave #407, Miami Beach, Florida US 33141
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.