Returns and refunds

Made to order, and what we do about problems

Every canvas is printed to order from the photo you send us. Under EU consumer law (Directive 2011/83/EU, Article 16(c)) the 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. This applies to our canvas prints, so we cannot take back a canvas only because you changed your mind. See Right of withdrawal.

We still want you to be happy with it. Problems that are our or the carrier's fault are always solved.

Cancelling before we print

Changed your mind right after ordering? Write to us at support@marelo.shop with your order number as soon as possible. As long as we have not sent your order to print, we cancel it and refund you in full.

Damaged, wrong or badly printed

If your canvas arrives damaged, is a different size than you ordered, shows a different photo than the one you sent, or has a print fault (for example strong colour streaks, missing parts of the picture or a cut-off pet), write to us at support@marelo.shop with your order number and photos of the canvas and the packaging. We will send you a new canvas or refund you, at your choice where possible. You do not have to send the faulty canvas back unless we ask you to, and then we pay the postage.

Please write to us within 30 days of delivery so we can check it quickly. Your statutory rights for defective goods stay unaffected.

What is not a fault

A print is only as sharp as the photo it comes from. Slight differences between the colours on your screen and the printed canvas are normal. If your photo is small, blurry or very dark, the print will look the same. If we notice that before printing, we write to you first. Please send the original photo from your phone or camera, not a screenshot or a photo from a social network.

Refunds

We refund to the original payment method within 14 days after we agree to the refund.

Last updated: 12 November 2026.