Returns & Refunds Policy - Haus of Prints Digital Wall Art

Effective Date: January 1, 2025
Last Updated: January 1, 2025

 

 

At Haus of Prints, we're committed to your satisfaction with our digital wall art downloads. This policy explains our refund process for digital products and how we handle customer concerns.

 

 

Understanding Digital Product Sales

Our digital wall art files are delivered instantly upon purchase completion. Unlike physical products, digital files cannot be "returned" once downloaded. However, we stand behind the quality of our products and offer refunds in specific circumstances outlined below.

 

Why Digital Sales Are Final

  • Instant Access: Files are delivered immediately to your email
  • Permanent Copy: Once downloaded, files remain on your device
  • No Physical Return: Digital products cannot be "returned" like physical items
  • Industry Standard: This policy aligns with digital marketplace standards


 

When Refunds Are Available

We may approve refunds in these specific situations:


 

Technical Issues

  • Download Problems: Unable to download files despite multiple attempts and our technical support
  • Corrupted Files: Files are damaged, corrupted, or technically defective
  • Wrong File Format: Received incorrect file formats not specified in product description
  • Missing Files: Ordered files not included in download package


Product Issues

  • Misrepresentation: Product significantly differs from website description or preview
  • Quality Issues: Files don't meet stated resolution (300 DPI) or size specifications
  • Duplicate Charges: Accidental multiple purchases of the same item


Order Errors

  • Wrong Product: Accidentally purchased incorrect design (within 24 hours)
  • Pricing Errors: Clear website pricing mistakes (our discretion)


 

Refund Process & Timeline

How to Request a Refund

 

  1. Contact Us Quickly: Email hausofprints@protonmail.com within 7 days of purchase

  2. Include Required Information:
    • Your order number
    • Email address used for purchase
    • Detailed explanation of the issue
    • Screenshots or evidence (if applicable)

  3. Subject Line: "Refund Request - Order # [Your Order Number]"


Our Response Timeline

  • Initial Response: Within 24 hours on business days
  • Review Process: Up to 48 hours for investigation
  • Decision Notification: Email confirmation of approval or denial
  • Refund Processing: 3-5 business days to original payment method


 

When Refunds Are Not Available

To maintain fairness for all customers, we cannot offer refunds for:


 

Customer Preference Issues

  • Change of Mind: No longer wanting or needing the digital files
  • Design Dissatisfaction: Disliking the design (all products have detailed previews)
  • Color Preferences: Preferring different colors or styles after purchase
  • Size Needs: Wanting different sizes (we offer free custom sizing)


Third-Party Issues

  • Printing Problems: Issues with print shops, home printers, or printing quality
  • Paper/Material Issues: Problems with paper choice or printing materials
  • Shipping Costs: Third-party printing or shipping expenses


User Errors

  • Download Mistakes: Accidentally deleting files or losing downloads
  • Printing Errors: User mistakes during printing process
  • Device Compatibility: Issues opening files due to device limitations


Time Limitations

  • Late Requests: Refund requests made more than 7 days after purchase
  • No Response: Failing to respond to our refund investigation within 14 days


 

Alternatives to Refunds

Before requesting a refund, consider these options:


Customer Support Solutions

  • Technical Help: We'll troubleshoot download or file issues
  • Free Custom Sizing: We'll adjust sizes at no charge
  • File Re-delivery: We'll resend files if needed
  • Printing Guidance: Check our complete printing guide


Frequently Asked Questions

Many issues are resolved quickly by checking our comprehensive FAQ page, which covers:

  • Download troubleshooting
  • File format questions
  • Printing recommendations
  • Size and resolution information


 

Partial Refunds

In some cases, we may offer partial refunds:

 

  • Bundle Issues: If only part of a multi-item purchase has problems
  • Partial Downloads: If only some files in a set are corrupted
  • Service Recovery: As goodwill for customer service issues


 

Refund Methods

Payment Method Return

  • Credit Cards: Refund to original card (3-5 business days)
  • PayPal: Refund to PayPal account (1-3 business days)
  • Bank Processing: Additional 1-2 days for bank processing


What You'll See

  • Refund will appear as "Haus of Prints Refund" or similar
  • Amount will match your original purchase price
  • Currency will be Canadian Dollars (CAD)


 

Customer Satisfaction Commitment

Your satisfaction is important to us. While we maintain clear policies to protect both customers and our business, we're committed to resolving issues fairly:

 

  • Fair Assessment: Every refund request is reviewed individually
  • Customer Communication: We'll explain our decisions clearly
  • Service Recovery: We'll work to resolve issues when possible
  • Continuous Improvement: Customer feedback helps us improve our products and service


 

Business Policy Compliance

This refund policy complies with:

 

  • Canadian consumer protection laws
  • Ontario Consumer Protection Act
  • Shopify's digital product guidelines
  • International digital marketplace standards


 

Policy Updates

We may update this policy to reflect:

 

  • Changes in our business practices
  • Legal requirement updates
  • Customer feedback and industry best practices
  • New product offerings or services

Updates will be posted here with a new "Last Updated" date. Continued use of our website constitutes acceptance of policy changes.


 

Contact Information

For refund requests or questions about this policy:

 

Haus of Prints Customer Support
Email: hausofprints@protonmail.com
Subject Line: "Refund Request" or "Policy Question"
Response Time: Within 24 hours on business days
Business Hours: Monday-Friday, 9 AM - 6 PM EST

 

 

Additional Resources

 

 

Thank you for choosing Haus of Prints. This policy helps us provide quality digital art while maintaining fair business practices for all customers.