Refund policy

Returns and Refunds

Every Vexa print is made to order. Nothing is held in stock. When you place an order, your print is produced specifically for you and then shipped. For that reason, all sales are final, except in the cases set out below.

This policy is published here before you buy. By completing an order you confirm that you have read and accepted it.

1. When we fix an order at no cost to you

We stand behind what we print. We will remake and reship your order free of charge if:

  • the print arrives damaged — creased, torn, dented or water damaged;
  • the print is defective — a printing flaw, wrong colors, or a misaligned trim;
  • you received the wrong item or the wrong size.

To make a claim, email vexaprojectcj@gmail.com within 14 days of delivery and include:

  • your order number;
  • clear photographs of the item showing the problem;
  • a photograph of the packaging as it arrived.

We cannot process a claim without photographs, and we cannot process claims made more than 14 days after delivery.

The remedy is a free replacement print. While a replacement is possible, we do not issue a refund. A refund is issued only if we are unable to reproduce the item.

Please do not send anything back unless we ask you to. Items returned without prior written authorization from us cannot be accepted, cannot be refunded, and cannot be returned to you.

2. Change of mind

Because every print is produced individually for your order, we do not accept returns or refunds for change of mind. That includes ordering the wrong size, deciding the piece does not suit your wall, choosing a different series, or finding the frame you wanted costs more than expected.

Sizes, paper weight, finish and the exact contents of every set are stated on each product page. Please read them before ordering.

If we exceptionally agree to accept a return, all of the following apply:

  • you must have our prior written authorization and a return reference;
  • you pay the return shipping, and we recommend a tracked service — we are not responsible for returns lost in transit;
  • the item must arrive unused, unframed, unmarked and in its original packaging;
  • a 25% restocking fee is deducted from any amount refunded;
  • the original shipping cost is not refunded.

Items that arrive damaged because they were poorly packed for the return will not be refunded.

3. Cancellations

An order can be cancelled only before it enters production. Production usually begins within 2 hours of your order, including outside business hours. Once printing has started, the order cannot be cancelled or changed.

To request a cancellation, email us immediately with your order number in the subject line.

4. Delivery problems

If tracking shows your order as delivered but you have not received it, contact us within 14 days of the delivery date and we will open a claim with the carrier. Please check with your household and neighbors first, and look for a delivery notice.

If a package is returned to us as undeliverable because of an incorrect or incomplete address supplied at checkout, we can reship it at your cost, or refund the order less the production and shipping already incurred.

5. How refunds are issued, when they apply

Approved refunds go back to the original payment method within 10 business days of approval. Your bank or card issuer may take additional time to post it. We do not issue refunds by any other method.

6. Your legal rights

Nothing in this policy limits any right you may have that cannot be waived under the mandatory consumer protection laws of your state of residence.

7. How to reach us

VEXA, S.C. · Carrer Cronista Pareja 10, floor 1, door 2 · 46650 Canals (Valencia), Spain
vexaprojectcj@gmail.com · Monday to Friday, 9:00–18:00 Central European Time. We reply within 24–48 business hours.

Do not ship anything to the address above without a written return authorization from us.