Returns & Complaints
Complaints
If you find a defect in the purchased goods, you have the right to submit a complaint. Complaints should be sent electronically to: support@arcocanvas.com
Please include the following in your complaint:
- Order number
- A brief description of the defect
- Circumstances (including the date) of its occurrence
- Your contact details
We will review and respond to your complaint within 14 days.
IMPORTANT: Upon delivery, please inspect the external condition of your package. If the shipment is damaged, immediately document it by:
- Creating a damage report with the courier present.
- Taking a photo of the package right after receiving it.
Accepting a shipment without creating a damage report is considered confirmation that the goods were received in good condition, and no claims can be made against the courier company for damage.
Returns
Since all of our posters are produced according to your specifications (such as the design, template, and uploaded image), they are considered personalized items. Under Article 16(1)(c) of Directive 2011/83/EU on Consumer Rights, the right to return these goods is excluded. Therefore, once your order is placed and the production begins, it cannot be canceled or returned, as the product is specifically created for you.