Refund and Returns Policy

Refund and Returns Policy

At INFINITE CANVAS DESIGNS, customer satisfaction is important to us. If there is an issue with your order, please review our Refund and Returns Policy below for information about eligibility, return conditions, refunds, replacements, and order changes.

1. Return and Refund Eligibility Period

Customers may request a return, replacement, or refund within:

30 days from the date the order is delivered

Customers may also contact us if more than 30 days have passed since the order was placed and the package has still not been delivered.

All return and refund requests are subject to review and approval based on the conditions outlined in this policy.

2. Eligible Cases for Return, Replacement, or Refund

A return, replacement, or refund request may be accepted in the following situations:

  • The product has a manufacturing defect

  • The item was damaged during shipping

  • The customer received the wrong item compared to the original order

  • The package was lost during transit

  • The order has not been delivered after the eligible delivery investigation period

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible with clear photos or videos showing the issue.

3. Delivered but Not Received Packages

If the shipping carrier marks a package as “Delivered” but the customer reports that the package was not received, we recommend that the customer:

  • Contact the shipping carrier directly

  • Check with neighbors, household members, or building management

  • Review security camera footage if available

  • Check nearby areas where the carrier may have left the package

  • Confirm that the shipping address entered at checkout was correct

INFINITE CANVAS DESIGNS will assist with shipment investigations where possible. However, we are not responsible for issuing refunds or replacements for packages that are officially marked as delivered by the shipping carrier.

4. Return Conditions

To qualify for a return, replacement, or refund, items must meet the following conditions:

  • The product remains in the same condition as received

  • The item has not been used, displayed, washed, altered, damaged, or modified by the customer

  • Original packaging, tags, protective materials, or included accessories are returned when applicable

  • The customer contacts us within the eligible return period

  • The issue is supported with clear photos, videos, or order information when requested

For mugs, the item must be unused and in its original condition.
For canvas prints and posters, the item must not be hung, framed, marked, folded, altered, or damaged after delivery.

Returns that do not meet these conditions may be rejected.

5. Non-Returnable Situations

We may refuse return, refund, or replacement requests in situations including, but not limited to:

  • Damage caused by misuse, improper care, or customer handling

  • Normal wear and tear

  • Minor color differences caused by screen display settings

  • Minor print placement or production variations that do not affect normal use

  • Incorrect size or product option selected by the customer

  • Incorrect shipping address provided by the customer

  • Buyer’s remorse or change of mind after production has started

  • Requests submitted after the eligible return period

  • Items that have been used, displayed, washed, altered, damaged, or modified after delivery

  • Packages marked as delivered by the carrier but reported as missing by the customer

Because our products may be made-to-order or prepared after an order is placed, we cannot guarantee cancellations, returns, or changes once production has started.

6. Return Request Process

To request a return, replacement, or refund, customers must contact us by email and provide:

  • Order number

  • Full name used on the order

  • Description of the issue

  • Clear photo or video evidence showing the problem

  • Any additional details needed to review the request

Please contact us at:

📧 support@vustronexis.com

Once your request is reviewed and approved, we will provide return instructions and a return shipping label if applicable.

Customers must send the package to the return warehouse address provided in our return instructions.

Important Notice

Packages returned without prior approval by email will not be accepted.

Please do not send returns to our business mailing address unless we specifically instruct you to do so. Returns must be sent to the correct return warehouse address provided by our support team.

7. Review and Processing Time

Return, refund, and replacement requests are usually reviewed within:

2–3 business days

Approved refunds or replacement shipments are usually processed within:

10 business days after eligibility confirmation

Processing times may vary depending on the issue, shipping carrier updates, payment provider processing times, or additional information required from the customer.

8. Return Shipping Costs

Paid by INFINITE CANVAS DESIGNS

Return shipping costs may be covered by us if:

  • The product has a manufacturing defect

  • The item was damaged during shipping

  • The wrong item was sent

Paid by the Customer

Customers may be responsible for return shipping costs if:

  • The wrong size, product, or option was ordered

  • The shipping address provided was incorrect

  • The issue was caused by customer error

  • The return is not related to a manufacturing defect, damage, or incorrect item

Return shipping cost responsibility will be determined after reviewing the request.

9. Restocking Fee

No restocking fee will be charged for approved returns.

10. Refunds

If a refund request is approved:

  • The refund will be issued to the original payment method

  • Refunds are processed within 10 business days after approval

  • Banks or payment providers may require additional time to post the refund

If you have not received your refund after 10 business days from the refund confirmation, please contact your bank or payment provider first.

If the issue continues, you may contact our support team for further assistance.

11. Shipping Fee Refunds

Original shipping fees may be refunded if the issue was caused by our error, such as:

  • A defective product

  • A damaged item

  • An incorrect item sent

If the issue was caused by customer error, such as an incorrect shipping address or wrong product selection, the original shipping fee may not be refunded.

12. Order Cancellation and Changes

Customers may request the following changes within 12 hours after placing the order:

  • Order cancellation

  • Shipping address changes

  • Recipient information updates

To request a cancellation or change, please contact us immediately at:

📧 support@vustronexis.com

Once production or order processing has started, changes or cancellations may no longer be possible.

13. Contact Us

If you have any questions about returns, refunds, replacements, or order changes, please contact us:

INFINITE CANVAS DESIGNS

📍 Address:
17036 S Harlan Rd
Lathrop, CA 95330
United States

📧 Email:
support@vustronexis.com

🕘 Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM PT

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