Refund policy
Every print is made to order — we don't carry stock, we print yours after you place the order. Because of that, returns are limited to manufacturing issues. Here's how it works.
What we'll refund or replace
We'll replace or refund any order that arrives:
- Damaged in transit — torn, bent, creased, scratched, or otherwise harmed in shipping
- Misprinted — color, scale, or content materially different from the listing
- Wrong item shipped — you ordered The Fool, we sent The Star
- Defective frame or canvas — broken glass, split wood, warped canvas, or hardware failure on arrival
How to claim
Email hello@thecardsknow.com within 5 days of delivery with:
- Your order number
- Clear photos of the damaged or incorrect item, including packaging
- A brief description of the issue
We'll respond within 1 business day and either reprint and reship at no cost, or refund the order in full — your choice. You don't need to return the original; recycle or keep it.
Claims submitted after 5 days, or without photos, can't be processed.
What we don't refund
Because every order is printed and assembled for one customer, we can't accept returns for:
- Buyer's remorse — changed your mind, didn't love it, doesn't match your space
- Sizing — ordered the wrong size, looks smaller/larger than expected. Measure your wall before ordering; email us if you want sizing advice.
- Color preference — printed colors may differ slightly from your monitor (this is normal, not a defect)
- Frame/canvas preference — chose the wrong frame style or finish
- Late delivery caused by the carrier (USPS/UPS/FedEx). We'll help track it; we can't refund for delays outside our control.
- Returned-to-sender shipments caused by an incorrect address you provided
If you're unsure about a size, style, or finish before ordering, write us — we'd much rather help you pick the right one than process a return we can't honor.
The Deck (pre-order)
You can cancel a Deck pre-order any time before the deck ships (Fall 2026) for a full refund. Email hello@thecardsknow.com with your order number. Once your deck ships, the standard return rules above apply.
Refund processing
Approved refunds are issued to the original payment method within 5 business days. Your bank may take an additional 3–10 business days to post the refund. Replacement orders begin production the day the claim is approved and ship on the standard timeline.
Order cancellation
You can cancel an order for a full refund any time before it enters production — typically within 2 hours of placing it. Email us right away. Once a print enters production we can't cancel, because by that point your prints are physically being made.