Returns & Refunds
We want you to love your canvas. Here is what to do if something is not right.
Can I return a personalised canvas?
Because every piece is printed with your personal details, names and dates, we cannot accept returns for change of mind or if you simply no longer want the item. This is standard for personalised goods under UK consumer regulations.
However, if your canvas is faulty, damaged, or does not match what you ordered, we will replace it or refund you in full. Your satisfaction matters to us.
Faulty or incorrect items
If your canvas arrives with a print defect, damage from transit, or the wrong personalisation, please email us within 14 days of delivery. Include:
- Your order number.
- Clear photos of the issue.
- A brief description of what went wrong.
Email: info@mycanvasstory.com
What happens next
We will review your email within one working day. If we agree there is a fault, we will offer you a choice: a free replacement sent express, or a full refund to your original payment method. We will also arrange collection of the faulty item at our cost.
Refunds
Refunds are processed to the original payment method within 5 to 10 working days of approval. Depending on your bank or card provider, it may take a few additional days for the funds to appear in your account.
I entered the wrong personalisation text
We print exactly what you enter at checkout. Please double-check spelling, dates and names before confirming your order. If you notice an error immediately after ordering, email us as soon as possible. If production has not yet started, we may be able to correct it. Once printing has begun, we cannot make changes.
Damaged in transit
If your canvas arrives damaged, please keep all packaging and email us photos within 48 hours of delivery. We will replace the item and collect the damaged one at no cost to you.
Contact us
For any returns or refund questions, please email info@mycanvasstory.com and include your order number. We aim to respond within one working day.