Effective 9 October 2026
Every print is made for you after you order, so we cannot accept a return or exchange because you changed your mind.
If anything is wrong with your order, we fix it. Damaged, faulty, the wrong item, or never arrived — tell us within 30 days and we will replace it or refund you in full. You will not need to post anything back.
We hold no stock. Nothing exists until you order it: your print is manufactured individually, in the size and finish you chose, and sent to you directly from the print works. A print that comes back cannot be put on a shelf and sold to somebody else, because there is no shelf.
So all sales are final. We do not offer returns, exchanges or refunds where you have changed your mind, ordered the wrong size or finish, or decided the artwork does not suit the room.
We would much rather you were sure before you ordered. Each product page shows the available sizes and finishes and photographs of the artwork in a room for scale, and we are happy to answer a question about size, colour or paper — just ask us before you buy.
None of the above applies if there is something actually wrong. We will replace your order or refund it in full, whichever you prefer, if it:
This is our own commitment to you, and it is in addition to any rights you have under the consumer law where you live, which this policy does not limit.
Email support@terracottanoon.com within 30 days of delivery — or within 30 days of the last day of the estimated delivery window, if nothing turned up — and include:
Please keep the packaging until the matter is settled. Where a parcel was damaged in transit, the carrier claim usually depends on a photograph of the box, and without it the claim can be refused.
Please do not post anything back to us unless we ask you to. Return postage on a large print costs more than reprinting it, so in almost every case we simply send a new one.
We aim to reply within one business day. Once we have what we need, a replacement is put into production straight away, or a refund is issued.
Refunds are issued to the original payment method. We cannot refund to a different card or account.
Once issued, a refund usually appears within five to ten business days, depending on your bank. The timing after we send it is your bank’s, not ours.
A full refund includes any delivery charge you paid. Where only part of a multi-item order was faulty, we refund that item; we refund the delivery charge too if the whole order was affected.
We cannot refund import duty, customs charges or handling fees levied by your own country — those are collected by the authorities there and never reach us. See the Delivery Policy.
If you write to us before your order has been released for production, we will cancel it and refund you in full.
We cannot promise a window — orders are often sent for production within minutes of payment — but it costs nothing to ask, and the sooner you write the better the chance. Email support@terracottanoon.com with your order number and put Cancel in the subject line.
Please check your delivery address before you pay. If a parcel is undeliverable or goes astray because the address given was wrong or incomplete, we are not able to refund or replace it free of charge, though we will always help you trace it and will offer a replacement at cost.
If you spot a mistake immediately after ordering, write to us at once — if production has not started we can still fix it.
Nothing in this policy removes or limits any right you have under the mandatory consumer protection law of the country or state where you live. Those rights apply in addition to this policy, and where they conflict with it, they prevail.
If you believe you have such a right that this policy does not give you, write to support@terracottanoon.com and we will deal with it properly.
Problems with an order: support@terracottanoon.com
e-buy.pro LLC, trading as Terracottanoon
364 E Main St, Suite 1003