AetherCanvas® Return Policy 30-Day No-Reason Return Worry-Free Shopping
We want every piece you bring home to be perfect. If something isn't right, we're here to make it right.
I. No-Reason Return Guidelines
Non-customised items may be returned for any reason within 30 calendar days of receipt. We will assist you throughout the process. The customer is responsible for the cost of return shipping.
Step 1 — Request a Return Authorisation (RA)
Before sending your return, you must contact us to request a Return Authorisation. Please email support@AetherCanvas.art or message our customer service team with your order number and item code. Returns sent without prior authorisation, or requests submitted after the 30-day window, may be declined.
Photo Requirements
To process your request, please provide clear photos of the item showing:
· Overall views from the front, back, and both sides
· Close-up details (e.g., brushstrokes, texture, signature)
· The item in its original condition — undamaged and unused
· Good lighting, no flash, and no obstructions
Step 2 — Refund Processing
Once your return has been received and passed inspection, a refund will be issued to your original payment method within 5 business days.
Restocking Fee
If your order has shipped and is returned due to a failure to take delivery on your part — including but not limited to unjustified refusal of the shipment, unavailability at the agreed delivery time, or incorrect or incomplete shipping details — a 20% Restocking Fee will be deducted from the total item value. The remaining amount will be returned to your original payment method. As a gesture of goodwill, a designated amount of loyalty points will also be credited to your account. (See the AetherCanvas® Official Points Policy for full details.)
II. Return Eligibility
Return requests are accepted only when all of the following conditions are met:
· The item is returned in its original condition with intact tags, original packaging, and proof of purchase.
· The item has not been altered or modified in any way.
· The item is not a customised or made-to-order product (custom items cannot be resold; thank you for your understanding).
· The item is unused and free from signs of wear, scratches, stains, or damage caused by improper handling.
· Where a frame and canvas are sold as a set, the set must be returned in full. Individual canvases or frames cannot be returned or exchanged separately.
III. Damaged Goods Protocol
1. Delivery Inspection
Please inspect your item in the courier's presence upon delivery. If any damage is found, ask the courier to note "Damaged Item" on the waybill and retain the package along with all packaging materials.
2. Damage Documentation
We offer a free replacement or full refund for items damaged in transit. Please send clear photos to support@AetherCanvas.art or contact our customer service team. Your photos should include the full packaging (interior and exterior), all damaged angles of the item, the shipping label with tracking number, and close-up details of the damage. Once received, we will coordinate promptly with the carrier to arrange a free reshipment or issue a full refund.
3. Special Circumstances — Contactless Delivery
If your package is left at your doorstep or a collection point without a courier present, please open and inspect the item immediately upon finding it. We strongly recommend recording an unboxing video as you open the package.
If you discover damage:
1. Proceed immediately to Step 2 — Damage Documentation above, or contact us directly at support@AetherCanvas.art.
2. Do not discard any packaging. Keep both the damaged item and all packing materials until the matter is fully resolved.
IV. Disclaimer
To protect the integrity of our returns process, AetherCanvas® reserves the right to decline requests that do not meet the conditions outlined above. Non-compliant items will not be returned or credited.
To initiate a return, contact us at support@AetherCanvas.art.
Still have questions? Reach us at support@AetherCanvas.art — we're happy to help.