Refund policy
Each limited-edition fine-art print is made specifically for the customer after an order is placed. For this reason, all sales are final, and we do not accept returns or exchanges for change of mind.
Nothing in this policy limits any rights available to you under applicable consumer protection law.
Order cancellations
You may request cancellation within one hour of placing your order by emailing orders@rodrigoeng.art. Please include your order number and the email address used to place the order.
Orders will not be submitted for production during this one-hour cancellation window. A cancellation is effective only after you receive written confirmation from Rodrigo Eng Photos.
Cancellation requests received after the one-hour window may not be accommodated. Once an order has entered production, it can no longer be changed or cancelled.
If a cancellation is approved, the order will be refunded to the original payment method.
Final-sale items
We do not accept returns or exchanges because of a change of mind, including requests related to the artwork or size selected by the customer.
Please review the artwork, size, shipping address, and other order information carefully before completing your purchase.
Edition availability and inventory errors
Shopify inventory is used to prevent an order from being placed after an artwork and size combination has sold out.
If a technical error allows an order to be placed when the selected artwork and size are no longer available, we will cancel the affected item, refund it to the original payment method, and send the customer an email explaining the cancellation.
Damaged, defective, or incorrect orders
Please inspect your order as soon as it is delivered.
Visible damage, an obvious print defect, delivery of the wrong artwork or size, an incorrect Certificate of Authenticity, or another material fulfillment problem must be reported within 48 hours of delivery by emailing orders@rodrigoeng.art.
Please include:
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Your order number
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A description of the problem
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Clear photographs of the print
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A photograph of the Certificate of Authenticity if it is affected
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Photographs of the shipping package and shipping label if the package was damaged or the wrong order was delivered
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Any other information reasonably required to evaluate the issue
Please retain the print and all original packaging until we confirm that they are no longer required. Do not return an item without first receiving instructions from Rodrigo Eng Photos.
We will review the order information and supporting evidence before confirming whether a replacement or refund is appropriate.
Lost shipments
If tracking indicates that your order was delivered but you did not receive it, or if tracking has stopped updating for an unusual period, please contact us promptly at orders@rodrigoeng.art.
We will review the available shipping information and, when applicable, open an investigation with the shipping carrier or fulfillment provider. A replacement or refund will be considered after the available tracking and delivery information has been reviewed.
Authorized replacements
If a replacement is approved, Rodrigo Eng Photos will provide the artwork and size originally ordered, together with the corresponding Certificate of Authenticity.
An authorized replacement is recorded as a replacement and does not increase the published number of prints in the limited edition.
A replacement may be approved for:
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A quality-control or production defect
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Damage in transit
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Loss in transit
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Delivery of the wrong artwork or size
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An incorrect Certificate of Authenticity
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Wrong delivery
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Another fulfillment problem approved by Rodrigo Eng Photos
If an appropriate replacement cannot reasonably be produced, Rodrigo Eng Photos may approve a refund to the original payment method.
Duties and customs charges for replacements
Rodrigo Eng Photos will cover reasonable duties, taxes, and customs-clearance charges associated with an authorized replacement.
We will use sender-paid shipping when available. If you are charged an eligible customs amount for an authorized replacement, please retain the invoice and proof of payment and contact us for review and reimbursement.
Customers remain responsible for any applicable duties, taxes, brokerage fees, or import charges associated with the original purchase unless those amounts were collected at checkout.
Refunds
If a refund is approved, it will be issued to the original payment method. Please allow up to 10 business days after the refund is processed for your bank or credit-card provider to post the funds.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at orders@rodrigoeng.art.
Contact
For questions about an order, cancellation, replacement, or refund, please contact: