Refund and Return Policy
At SHPapyrus, we are committed to providing high-quality wall art and reliable customer service. Your satisfaction is our priority. If an issue arises with your order, we take responsibility for any mistakes on our part and handle each case with fairness and flexibility.Whenever possible, we prioritize sending a replacement over issuing a refund, as this ensures you receive the product you intended to purchase.
Digital File Products
Due to the instant nature of digital downloads, all sales of digital file products are final and non-refundable.If you encounter a technical issue with your downloaded file (e.g., it’s corrupted or the wrong file), please contact us by email, and we will be happy to send you a new, correct copy.Policy for Physical Products (Posters, Canvas, Frames)
This policy covers all physical items shipped to you.When We Cover Replacements or Refunds
We offer a free replacement or a full refund in the following situations:1. Printing or Quality Issues
If the product arrives with defects such as:- Misprints
- Faded or incorrect colors
- Poor print quality
- Cropping issues caused during production
2. Damaged Items
If the product is damaged during shipping (dents, tears, creases, etc.).3. Lost Orders
If your order does not arrive well past the expected delivery timeframe and is confirmed lost by the carrier.4. Late Orders Caused by Shipping Errors
If the order is significantly delayed due to courier issues on our end, beyond the general delivery timeframe, we will resolve the situation on a case-by-case basis.When We Do NOT Cover Replacements or Refunds
We cannot offer replacements or refunds for the following reasons:1. Change of Mind
If you simply do not like the artwork after receiving it, but the product is free of defects and matches the original order.2. Incorrect Address Provided
If an order is returned to sender or lost due to an incorrect, incomplete, or undeliverable address provided by the customer. If you wish to have the item reshipped, you will be responsible for the new shipping and handling costs.3. Incorrect Size Chosen
If the wrong poster size was selected by the customer at checkout.4. Delivered but Not Received
If tracking shows the order as “Delivered” but you cannot locate the package. (We recommend checking with neighbors, your building management, or the local post office before contacting us.)5. Orders Still in Transit
If the order is still within the normal production and shipping timeframe.Product Substitution
We aim to fulfill every order exactly as placed. However, in rare cases when a specific paper type, frame, or finish is temporarily out of stock, we may:Automatic Substitution
Provide an equal or better-quality alternative at no extra cost (e.g., upgrading to a higher-quality paper). If no equal-quality alternative exists, we will contact you before making any changes.Size Substitution
We do not substitute poster sizes. If the exact size is unavailable, we will contact you immediately.Communication & Approval
If an automatic substitution is not suitable, we will contact you for approval before finalizing the order. We will also keep you updated regarding any delays caused by supply issues.How to File a Claim
If you experience an issue with your order, please contact us within 30 days of receiving the product:📩 By emailTo ensure a fast resolution, please include:- Your order number
- A brief explanation of the issue
- Clear photos of the product and packaging. For damage or quality issues, photos are required to process your claim.
