Refund policy
At Esoteric Metal Prints, each print is made to order. Because of the custom nature of our products, we do not accept returns or exchanges for change of mind, incorrect customer-provided files, or dissatisfaction caused by image quality, cropping, or composition choices based on files supplied by the customer.
Order changes and cancellations
If you need to change or cancel your order, please contact us at support@esotericmetalprints.com within 4 hours of placing it.
After that point, production may already be underway. Once production has started, changes or cancellations may no longer be possible.
Damaged, defective, or incorrect items
Please inspect your order upon delivery. If your order arrives damaged, defective, or incorrect, contact us at support@esotericmetalprints.com within 7 days of delivery and include:
- your order number
- a brief description of the issue
- clear photos of the item and packaging
If the issue is confirmed, we will work with you to provide an appropriate resolution, which may include a replacement or refund.
Non-returnable items
The following items are not eligible for return:
- custom or personalized products
- made-to-order items once production has started
- sale items
- gift cards
Non-custom items
If we later offer non-custom, non-personalized items, returns may be requested within 14 days of delivery as long as the item is unused, in its original condition, and in its original packaging. Return shipping costs are the responsibility of the customer unless the return is due to our error.
Refunds
If a refund is approved, it will be issued to your original payment method. Please allow up to 10 business days after approval for the refund to be processed. Your bank or credit card provider may take additional time to post the refund.
Image file responsibility
Customers are responsible for ensuring they have the legal right to use any image they upload and for providing a file that is suitable for printing. Slight differences in color, brightness, or crop may occur between on-screen previews and the final printed product and do not automatically qualify as defects.
Contact
For return, replacement, or refund questions, contact us at: support@esotericmetalprints.com
If a return is approved, we will provide return shipping instructions.