Returns

Overview

We want you to be delighted with every order. Because our physical prints are made to order and our digital items are delivered instantly, the terms for each differ. Please read the relevant section below before requesting a return or replacement.

Digital Downloads

Digital products (printable study packs, downloadable prints, PDFs) are non-returnable once the download has been accessed. This is the standard policy across digital marketplaces and matches how the files themselves behave: once a file has been downloaded, it cannot be recalled.

If a file will not open, appears damaged, or the wrong file was attached to your order, please contact us for a replacement at no cost.

Physical Prints and Canvas

Every physical print is produced to order by our print partner. We accept returns, replacements, or refunds in the following cases:

• Print defects, including significant color shifts beyond normal print variation, streaks, or misaligned printing
• Damage sustained in transit
• Wrong item received

Non-Defective Returns

Because each physical print is produced for one specific buyer, we are unable to accept returns for non-defective reasons. That includes changed-mind returns, realizing after unboxing that a different size would have suited you better, or color differences between your screen and the printed piece. Monitor calibration varies, and fine-art paper renders color differently than a backlit display.

Before ordering, please review the listed dimensions and the product images on the listing page. If you have questions about a specific print before ordering, write to us and we will help.

Return Window

You have 30 days from the delivery date to request a return, replacement, or refund for a qualifying reason. Claims made after this window cannot be honored.

How to Request a Return

Write to help@heritagelab.co within 30 days of delivery. Please include:

• Your order number
• A short description of the issue
• Clear photographs of the print and packaging, for defects or transit damage

Please Do Not Ship the Print Back

Unless we specifically ask you to, please do not mail the print back to us. In most cases we resolve defect and damage claims from photographs alone. Return shipping on made-to-order prints often costs more than the print itself, and we would rather put that money toward a replacement than a carrier label.

Refunds and Replacements

When we accept a claim we will either replace the item at no cost to you or refund your order, at our discretion based on the nature of the issue. We review every request within 2 business days.

Approved refunds are issued to the original payment method within 5 to 10 business days. Replacements are reprinted and dispatched within 1 to 3 business days of approval; total delivery time adds the usual 3 to 7 business days in transit.

International Orders

Most Heritage Lab orders ship within the United States. For international orders placed through Etsy, the same 30-day policy applies, measured from the delivery date reported by the carrier. International return shipping and customs fees are not covered. In practice we resolve international defect and damage claims from photographs rather than asking for the item back.

Shipping Estimates

Delivery estimates are provided by our print partner and the shipping carrier. We cannot guarantee transit times, and carrier delays are outside our control. A late delivery on its own does not qualify as a defect, unless the item also arrives damaged or incorrect.

Before Filing a Dispute

If an order arrives with a problem, please contact us before filing a chargeback or dispute with your card provider. We aim to resolve every legitimate issue within a few business days, and disputes raised in parallel typically slow that process down for everyone.

Contact

Questions about this policy can be sent to help@heritagelab.co.