Last updated: April 22, 2026

Every Éphé piece is made once, from your photo, for you.

That shapes how returns work. Because each print and canvas is made to order after you check out, we don't accept returns or offer refunds for change of mind, size preference, or how a color or detail was interpreted in the finished piece. The exceptions are damage in transit and lost shipments, which are covered below.

This policy covers every Éphé product, physical and digital. It applies except where prohibited by the consumer protection law in your state of residence.

The preview is your proof

Before you check out, every product page shows the exact crop of your piece as it will appear on the print or canvas you've selected. Sizes and shapes crop differently, so please review this image carefully. By checking out, you're approving that image for print.

If the crop isn't right, you have a few options before purchase:

• Re-generate your art from a cropped version of your original photo so the new piece fits the shape you want.
• Choose a different size or format that matches the proportions of your artwork.
• Email hello@ephe.art before you buy. Tell us what's off and we'll help you get it right.

Taking a minute to review the crop before you check out is the single best way to make sure you love the finished piece.

Damage in transit

If your piece arrives damaged, email hello@ephe.art within 7 days of delivery. Include your order number, clear photos of the damage, and photos of the packaging it arrived in. Keep the damaged piece and its packaging until we've reviewed your claim.

We review every damage claim within 5 business days of receiving it. If the claim is approved, we'll send a replacement at no cost. In some cases we may ask you to ship the damaged piece back so we can inspect it. If we do, we'll email you a prepaid return shipping label along with instructions on where to send it. Returns sent without a request won't be accepted.

Lost in transit

If your tracking shows your package has stalled, gone missing, or been marked delivered but never arrived, email hello@ephe.art with your order number. We will work with the carrier to locate the package. If we cannot recover it, we will replace your order at no cost to you.

Changes and cancellations before production

Production typically begins within one hour of order placement, so we usually can't change or cancel an order once it's in our system. If you've spotted a problem (wrong address, wrong size, wrong photo), email hello@ephe.art with your order number as soon as possible. If we can catch it before production starts, we'll do everything we can to help. Once a piece has gone to print, we can't pull it back, since it was made uniquely for you.

Studio Service

Every Studio Service order includes a preview step before anything goes to print. When your piece is ready, we'll email you a private link. From that page, you can review the finished art and either approve it or request a revision directly from the page. Pre-made designs (like the Custom Pastel Portrait) include one round of revisions. Fully custom commissions include the revision rounds agreed in your quote, typically two. Once you approve, the physical print or canvas is sent to our labs, and the damage policy above applies from delivery onward.

Digital products, credits, and Gift Cards

Digital Downloads, Preview Credits, Digital Download Credits, and Gift Cards are non-refundable. There are no returns or refunds for these products.

A Digital Download is final once the file is emailed to you. A credit is final once applied to your account. Gift Cards cannot be exchanged for cash or canceled after issue.

The one exception is if something goes wrong on our end. If your Digital Download never arrives, a credit was charged but not applied, or a Gift Card was issued in error, email hello@ephe.art with your order number and we'll make it right.

How this policy fits with our Terms of Service

This Return and Refund Policy is part of, and incorporated into, our Terms of Service. For shipping timeframes and lost-package handling, see also our Shipping Policy.

Questions

For anything this page doesn't cover, you can either search our Help Center or email hello@ephe.art, and we will reply as soon as possible, usually within 1 to 2 business days.