Refund policy

Effective on March 17, 2025

Deimos Art Replacement and Refund Policy

 

Introduction

We are committed to delivering high-quality products and exceptional customer service. We aim to ensure complete satisfaction for our customers with our products. We uphold a policy of taking full responsibility for any errors attributable to us. Additionally, we exercise flexibility and consider individual circumstances, addressing issues on a case-by-case basis when appropriate.

Refunds vs. Replacements: We prioritize sending a replacement over issuing a refund whenever possible.

When Deimos Art covers the replacement or refund cost:

1. Printing Errors – If the print quality does not meet our standards, such as misprints, incorrect colors, or other printing defects.

2. Damaged Products – If the product arrives damaged due to shipping or handling.

3. Lost Orders – If the product does not arrive well after the expected delivery date.

4. Late Orders – If the order is lost in transit and the shipping time exceeds the general shipping timeframe. This is handled on a case-by-case basis.

When Deimos Art does not cover the replacement or refund cost:

1. Dislike of Product – If you simply do not like the product printed according to our standards.

2. Incorrect Size Selection – If the wrong size was chosen when ordering.

3. Production and Shipping Times – If the order is still within the expected production and shipping window.

4. Delivered but Not Received – If the tracking shows “delivered” but the package cannot be found. (Please check with the carrier or local post office. In some cases, we may review this on a case-by-case basis.)

5. Returned to Sender – If the package is marked as returned due to an incorrect or undeliverable address, refusal of delivery, or failure to pick up the package, Deimos Art does not cover the cost of replacement or refund. In most cases, the carrier does not return the package to us. You will be responsible for placing a new order if you’d like the item resent.



How to Request a Replacement or Refund

If your order arrived damaged or incorrect, please email us at support@deimosart.com with the following:

1. Your Order Details

  • Order number
  • Full name used on the order

2. Photos of the Issue
Please attach clear photos of:

  • The damaged poster (show the full item and close-up of the issue)
  • The packaging (tube/box it arrived in)
  • The shipping label (this is on the outside of the package)

3. Short Description

  • Briefly explain what went wrong (e.g., tear, bent edges, wrong item, etc.)

Important Notes

  • Photos of the shipping label and packaging are required for us to process replacements, as we need this for our shipping partner claims.
  • Without these, we may not be able to proceed with a replacement or refund.
  • Please contact us within 30 days.

 


Cancellation Policy

Cancellations are only available if the order hasn't been sent to production yet which is 3 hours before you placed the order. Once an order has entered the production phase, it can no longer be canceled, and the standard return and refund policies will apply.

To address any issues related, please contact us through our contact page or directly email us at support@deimosart.com, providing a clear message showing the issue.

We strive to ensure successful deliveries, and your understanding and cooperation with these policies are greatly appreciated.