Refund Policy

Effective Date: November 13th, 2025
Last Updated: November 13th, 2025

Overview

At Brian Bilbo Visuals, we are committed to delivering exceptional quality fine art prints. Due to the custom, made-to-order nature of our products, we maintain specific policies regarding refunds and returns.

1. Made-to-Order Products

All prints are custom produced to order. Once your order enters production, it cannot be cancelled or refunded. Each print is individually created based on your specifications, making them non-returnable under normal circumstances.

2. No Refunds Policy

2.1 Standard Sales

All sales are final. We do not offer refunds for:

Change of mind or buyer's remorse
Color variations between screen display and printed product
Size or dimension misunderstanding (all dimensions are clearly stated)
Personal taste or artistic preference
Delayed delivery due to customs processing
Refusal to pay customs duties or import taxes
Minor variations in color reproduction or material finish

2.2 Before You Order

Please carefully review:

Print size and dimensions
Material and finish options
Estimated delivery times
Your shipping address
Applicable customs duties for your country

We strongly recommend reviewing all order details before completing your purchase, as orders cannot be modified or cancelled once production begins.

3. Order Cancellations

3.1 Pre-Production Cancellations

Orders may be cancelled only before production has begun
Production typically begins within 24-48 hours of order placement
To request cancellation, immediately contact us at info@brianbilbovisuals.com with your order number.
If production has not started, we will issue a full refund within 5-7 business days
Refunds are processed to the original payment method

3.2 Post-Production Cancellations

Once production has begun:

No cancellations are possible
No refunds will be issued
The order will be completed and shipped as originally placed

4. Exceptions: Damaged, Defective, or Incorrect Items

We will provide refunds or replacements only in the following circumstances:

4.1 Damaged Items

If your print arrives with physical damage:

Contact us within 7 days of delivery
Email info@brianbilbovisuals.com with your order number
Provide clear photographs showing:
- Damaged packaging (exterior and interior)
- Damaged print from multiple angles
- Any protective materials included

Do not discard packaging materials - they are required for carrier claims
We will review your claim within 2-3 business days

4.2 Manufacturing Defects

If your print has a manufacturing defect (printing errors, material defects, production flaws):

Contact us within 7 days of delivery
Provide detailed photographs of the defect
Describe the issue clearly
We will assess the claim and determine if it qualifies as a defect

4.3 Incorrect Orders

If you received the wrong print, size, or material:

Contact us within 7 days of delivery
Provide photographs of the incorrect item
Include images of the shipping label and packaging
Reference your order confirmation details

5. Resolution Options

For approved damage, defect, or error claims, we offer:

5.1 Replacement

We will reproduce and ship a replacement print at no charge
Replacement production follows standard production timelines
Original damaged/defective item may need to be returned or destroyed with proof

5.2 Refund

Full refund to original payment method
Refunds processed within 5-7 business days of approval
Shipping costs are refunded only if the error was ours
Damaged item may need to be returned at our expense

5.3 Our Discretion

The resolution method (replacement or refund) is at our sole discretion based on:
Nature of the issue
Availability of the image
Production capabilities
Customer preference (when possible)

6. What Is NOT Covered

We cannot offer refunds or replacements for:

6.1 Color Variations

Monitor differences: Every screen displays colors differently
Print medium differences: Printed colors naturally differ from backlit screens
Minor variations: Slight color variations are inherent to the printing process
We use professional color management but cannot guarantee exact screen matching

6.2 Personal Preferences

Artistic interpretation or personal taste
"Not what I expected" or "looks different than I imagined"
Sizing concerns (when dimensions were clearly stated)
Material finish preferences (when options were clearly described)

6.3 Customer Responsibility Issues

Incorrect shipping address provided by customer
Refusal to accept delivery
Refusal to pay customs duties or import taxes
Packages marked "delivered" by carrier but claimed missing
Damage occurring after delivery and installation
Normal wear and tear after installation

6.4 Shipping and Customs Issues

Delays in customs processing
Customs duties, taxes, or fees
Carrier delays beyond our control
Lost packages after confirmed delivery
Weather-related shipping delays

7. Return Process for Approved Claims

If your claim is approved and a return is required:

Do not return items without authorization
Wait for return authorization (RA) number from our team
Follow provided return shipping instructions
Package item securely to prevent further damage
Use provided return shipping label (if applicable)
Retain tracking information until resolution is complete
Unauthorized returns will not be accepted or refunded.

8. Refund Processing Timeline

Claim review: 2-3 business days after receiving complete documentation
Refund approval: 1-2 business days after claim approval
Refund processing: 5-7 business days to original payment method
Bank processing: Additional 3-5 business days depending on your financial institution
Total estimated time: 10-15 business days from claim submission to funds availability

9. Partial Refunds

We do not offer partial refunds for:

Shipping costs (unless the error was ours)
"Restocking fees" (we do not charge these)
Unwanted prints that meet quality standards
Processing or transaction fees

10. Contract Photography & Videography Services

Refund policies for contract photography and videography services are governed by individual service agreements and may differ from this print refund policy. Please refer to your specific service contract.

11. Contact for Refund Requests

To initiate a refund claim or report an issue:

Contact info@brianbilbovisuals.com

Include in your message:

Order number
Description of the issue
Clear photographs (for damage/defect claims)
Your preferred resolution (if applicable)

12. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be posted with an updated "Last Updated" date. Purchases are subject to the policy in effect at the time of order.