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Refund policy

Customer Support Contact

For all order questions, cancellation requests, or damage and defect claims, please email us at support@villaelevin.com with your order number.

Made-to-Order Craftsmanship

Every Villa Elevin™ Texas Glow™ Archival Fine Art Paper Print and Metallic Edition Print is custom-produced to order in the United States specifically for the size, orientation, and colorway you select at checkout. Because our prints are made to order rather than pulled from pre-printed warehouse stock, we do not accept change-of-mind returns or exchanges (including customer selection of the wrong size, orientation, or colorway) after production begins. Cancellation requests are handled as described below.

Order Cancellations & Address Changes

Contact us immediately at support@villaelevin.com to request cancellation or an address change. We can accommodate requests only before production begins and cannot guarantee changes once an order is submitted for fulfillment.

Damaged, Defective, or Incorrect Items (Replacement or Full Refund)

We stand behind the quality of every piece we sell. If your order arrives damaged in transit, exhibits a manufacturing or printing defect, or differs from the size, orientation, or colorway ordered, Villa Elevin™ will provide a replacement print at no cost to you or issue a full refund in accordance with the reporting steps below:

A. Archival Fine Art Paper Prints (21-Day Reporting Window)

  • Reporting Window: Please email support@villaelevin.com within 21 calendar days of the carrier’s recorded “Delivered” timestamp.
  • Photo Verification: Include your order number and clear photographs showing the print defect, misprint, or transit damage (including the shipping tube or stay-flat mailer if damaged in transit).
  • No Return Shipment Required by Default: In almost all cases, verified damage or defect claims on Archival Fine Art Paper prints are resolved using your submitted photographs without requiring you to mail the print back.

B. Metallic Edition Prints (10-Day Reporting Window)

  • Reporting Window: For our dye-sublimated aluminum panels with rear inset frames, please email support@villaelevin.com within 10 calendar days of the carrier’s recorded “Delivered” timestamp.
  • Required Photo Documentation: Include your order number along with clear photographs of both:
    1. The damaged, defective, or incorrect area of the metal print panel, and
    2. The outer shipping carton and packaging materials as received.

Return Authorization & Prepaid Return Shipping for Defective Items

  • Do Not Mail Unannounced Returns to the Shipping Label Address: Please do not mail any package back to the courier return address printed on the shipping label without contacting us first. That address belongs to a production facility that cannot process unannounced customer returns.
  • Who Pays for Return Shipping: In the rare event that Villa Elevin™ requires the physical return of a damaged, defective, or incorrect item, we will issue written Return Authorization instructions and provide a prepaid return shipping label at no cost to you.

Refund Scope & Processing Timeline

  • What a Full Refund Covers: When a full refund is issued for a damaged, defective, incorrect, or unshipped item, the refund includes the purchase price of the affected item(s), applicable taxes, and the original shipping charges (or the pro-rated shipping charge attributable to that item if other items in your order were delivered without issue).
  • Refund Timing: Once your refund is approved, Villa Elevin™ submits the refund to your original payment method within 2 business days. Depending on your bank or credit card issuer, it typically takes 5 to 10 business days for the credit to post to your account statement.

Missing or Lost-in-Transit Packages

  • Delayed or Missing in Transit: If your package misses its estimated delivery window, contact us promptly at support@villaelevin.com so we can investigate with the carrier. If the shipment is confirmed lost, we will arrange a replacement or issue a full refund.
  • Marked “Delivered” but Missing: If carrier tracking shows “Delivered” but you cannot locate the package, please check around your property, with household members or neighbors, and with your local carrier office (as carriers occasionally scan parcels slightly ahead of final drop-off), and contact us promptly at support@villaelevin.com with your order number so we can assist you with a carrier trace.

Statutory Consumer Rights

Nothing in this Return and Refund Policy limits or waives any mandatory statutory consumer rights you may hold under applicable federal, state, or local law.