Refund & Cancellation Policy

Last updated August 2026

Every print is made to order specifically for you, which shapes this policy differently from a store selling off-the-shelf goods. Here’s exactly where you stand.

Cancelling or changing an order

You can cancel or change an order for a full refund any time before production starts. Once production has begun, we can’t guarantee a cancellation, and you’ll be charged for the product cost — production can start quickly after you order, so if you need to change anything, email support@zeninphoto.com right away and we’ll do our best to catch it in time.

Change of mind

Because each print is manufactured specifically for your order, we’re not able to accept returns simply because you changed your mind after production has started — there’s no stock to restock. Take your time before ordering; we’re happy to answer questions about size, framing, or how a piece will look beforehand.

Damaged or defective

If your print arrives damaged or defective, we’ll send a free replacement at no cost to you — this is usually the fastest resolution, since it doesn’t wait on a payment reversal. If a replacement genuinely isn’t what you want, let us know and we’ll work out a refund instead.

To report it, email support@zeninphoto.com within 30 days of delivery with your order confirmation and a photo of the issue — that’s usually all we need to approve a replacement quickly.

Lost in transit

If a package never arrives, email us and we’ll check the tracking and follow up with the carrier through our print partner. Once we’ve confirmed what actually happened, we’ll send a replacement — or a refund if a replacement isn’t the right fix.

Color and material expectations

Minor color variation between your screen and the printed piece is expected with photographic printing and isn’t treated as a defect on its own. If a print looks genuinely miscalibrated, over- or under-exposed, or otherwise clearly wrong compared to the artwork shown on the site, that is covered under “defective” above — email us and we’ll take a look.

How refunds are issued

Refunds go back to your original payment method via Stripe. Once we’ve approved a refund, your bank or card issuer typically posts it within 5–10 business days, though timing beyond our processing is outside our control.

Your statutory rights

Nothing in this policy limits any rights you have under applicable consumer protection law. If you believe this policy conflicts with a right you’re entitled to, contact us directly and we’ll sort it out.

See also our Terms of Sale and Shipping Policy.