Refund policy
Every Planetry Prints piece is made to order. When you place an order, we generate a one-of-a-kind artwork from the exact date you choose, the real positions of the planets on that night, and then print it just for you. Because each item is personalized and produced on demand, it can’t be restocked or resold, so our policy is different from an off-the-shelf store. Please read your order carefully before you buy.
Custom and personalized items are non-refundable
All printed posters (frameless and framed) and all digital files are custom, made-to-order products. For this reason they are not eligible for return, exchange, or refund for reasons such as:
- a change of mind after ordering,
- an incorrect date or message entered at checkout,
- choosing the wrong size, format (frameless / framed / digital), or color (black or white artwork),
- buyer’s remorse or “it didn’t match my room.”
Please double-check your date, spelling of your message, size, format, and color before you complete checkout. There is no separate proof or preview step, the details you enter at checkout are exactly what we create.
We will always fix a defect or an error on our end
Your satisfaction with the quality of the product matters to us. We will replace or reprint, free of charge, any order that arrives:
- damaged in transit (bent, torn, cracked glass/frame, water damage), or
- with a printing or manufacturing defect (wrong colors, misprint, poor print quality), or
- materially different from what you ordered because of a mistake on our side.
To claim a free replacement, contact us within 14 days of delivery at planetryprints@gmail.com with:
- your order number,
- a short description of the problem, and
- clear photos of the item and, for shipping damage, the packaging.
Once we confirm the issue we’ll arrange a free reprint and reship of the same item. You will not be asked to ship the damaged item back in most cases. We don’t offer cash refunds in place of a replacement for made-to-order goods, except where required by law.
Cancellations and changes
Because production begins soon after you order, we can only change or cancel an order before it enters production. If you spot a mistake (e.g. a wrong date), email planetryprints@gmail.com as soon as possible with your order number. If we haven’t started generating and printing your piece yet, we’ll do our best to correct it or cancel it for a full refund. Once an order is in production or has shipped, it can no longer be changed or cancelled.
Digital downloads
Digital files are custom-made for your chosen date and delivered by email (see our Shipping & Delivery page for timing). Because a digital file cannot be returned once it has been sent, all digital orders are final and non-refundable once delivered, except where the delivered file is defective (wrong date, corrupt or unusable file), in which case we’ll correct and resend it free of charge. Digital files are licensed for personal use only and may not be resold or redistributed.
Lost or significantly delayed shipments
If your tracking shows your order is lost, or it hasn’t arrived well beyond the estimated delivery window, email us, we’ll investigate with the carrier and reship if it’s confirmed lost.
How to reach us
Questions about a return or a damaged order? Email planetryprints@gmail.com with your order number and we’ll help.