Refund policy
Return and Refund Policy
PrimaVista products, including fine art posters, wall calendars, premium tote bags, and phone cases, are made to order. Each item is produced specifically for you after your order is placed and reviewed.
Because our products are made-to-order, print-on-demand items, we do not accept returns, refunds, or exchanges for change of mind, incorrect product selection, incorrect size or phone model selection, or other customer preference reasons.
Damaged, defective, or incorrect items
If your item arrives damaged, defective, or different from what you ordered, please contact us within 14 days of delivery at:
Please include:
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your order number;
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the email address used at checkout;
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clear photos showing the damaged, defective, or incorrect item; and
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clear photos of the packaging, where applicable.
We will review the information provided and determine the appropriate resolution based on the circumstances of the claim. Where a claim is approved, the resolution may include a replacement, complimentary reprint, or refund.
Please do not return or ship an item to us unless we have specifically instructed you to do so. PrimaVista does not maintain a general return facility for made-to-order products.
Shipping carrier and transit issues
Once tracking confirms that an order has been accepted into the shipping carrier's network, transit and delivery are handled by the carrier.
To the fullest extent permitted by applicable law, PrimaVista is not responsible for delays, routing errors, failed delivery attempts, misdeliveries, delivery disruptions, incorrect delivery scans, or other transit or delivery issues attributable to the shipping carrier after the package has been accepted into the carrier's network.
Carrier-related delays, errors, or delivery issues do not automatically entitle the customer to a refund, replacement, or complimentary reprint.
Packages that appear lost in transit
If tracking does not show the package as Delivered and the shipment appears to have been lost while in transit, please contact us within 14 days after the latest estimated delivery date available for the order.
PrimaVista will review the available tracking information and, where appropriate, may assist with an investigation or contact the relevant fulfillment or shipping service.
Each case is reviewed individually. A review or investigation does not automatically entitle the customer to a refund, replacement, or complimentary reprint. Any resolution will depend on the circumstances of the individual case, the information available from the carrier and fulfillment provider, and applicable law.
Packages marked as Delivered
If carrier tracking shows an order as Delivered, but you cannot locate the package, please first check the delivery location, surrounding areas, household members, neighbors where appropriate, and contact the shipping carrier using the tracking information provided.
A carrier status showing Delivered does not automatically qualify an order for a refund, replacement, or complimentary reprint. You may contact us and we will review the information available, but any assistance or resolution will be determined on a case-by-case basis.
Incorrect or incomplete shipping address
Customers are responsible for providing a complete and accurate shipping address at checkout.
PrimaVista is not responsible for delivery problems resulting from an incorrect or incomplete address supplied by the customer, to the fullest extent permitted by applicable law.
Orders that must be reprinted or reshipped because of an incorrect or incomplete address provided at checkout do not automatically qualify for a complimentary replacement or refund and may require additional payment.
Please review your shipping information carefully before completing your order.
Cancellations and order changes
If you need to cancel or modify an order, please contact us as soon as possible at:
Because each item is made to order, we can only attempt to cancel or modify an order before it enters production.
Once production has begun, the item has been printed, or the order has been shipped, cancellation or modification may no longer be possible.
Submitting a cancellation or change request does not mean that the request has been accepted. A cancellation or modification is confirmed only when PrimaVista provides confirmation.
Phone cases and model selection
Customers are responsible for selecting the correct phone model before placing an order.
Please verify your exact device model before completing your purchase.
We do not accept returns, refunds, exchanges, or complimentary replacements when an incorrect phone model was selected by the customer at checkout.
Fine art posters and frames
Unless clearly stated otherwise on the individual product page, PrimaVista fine art posters are sold unframed.
Frames or other display accessories shown in product photographs or mockups are for presentation purposes unless expressly identified as included with the product.
We do not accept returns or refunds based on a misunderstanding regarding the inclusion of a frame when the product listing states that the poster is unframed.
Sale and discounted items
The same return and refund conditions described in this policy apply to sale and discounted items unless expressly stated otherwise at the time of purchase.
Proof of purchase
Proof of purchase is required for all claims relating to an order.
Please provide your PrimaVista order number and the email address used at checkout when contacting us.
We may also request photographs, tracking information, packaging photographs, or other reasonable information necessary to evaluate the claim.
Refunds
If a refund is approved, it will be issued to the original payment method used at checkout.
Once a refund has been issued by PrimaVista, the time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.
Contact
For questions regarding returns, refunds, damaged or incorrect products, or shipping-related claims, please contact:
Applicable law
Nothing in this Return and Refund Policy is intended to exclude, restrict, or limit any consumer rights that cannot lawfully be excluded, restricted, or limited under applicable law.