Refund policy
Return Policy
We want you to be completely satisfied with your purchase from Art By Willow. Please review our return policy below.
Custom & Personalized Items (Including Custom Embellished Horse Prints)
Because each custom print is created individually and hand-embellished based on the photos and details you provide, all custom artwork is final sale.
We do not accept returns, exchanges, or cancellations for custom or personalized products once work has begun.
If your custom piece arrives damaged or with a production issue, please contact us within 7 days of delivery and we will work with you to resolve the issue.
Non-Custom Items
For non-custom products (if applicable), returns are accepted within 14 days of delivery.
To be eligible for a return:
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The item must be unused and in its original condition
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The original packaging must be included
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A receipt or proof of purchase is required
Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please email us within 7 days of delivery at:
Include:
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Your order number
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Photos of the issue
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A brief description of the problem
We will replace the item or offer a suitable resolution.
Refunds
Once your return is received and inspected, we will notify you by email and issue a refund to your original payment method.
Please allow 3–7 business days for the credit to appear depending on your bank or card provider.
Late or Missing Refunds
If you have not received your refund after 7 business days:
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Check your bank statement
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Contact your credit card company
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Contact your bank
If you still need help, please email us at Willow@artbywillow.com
Questions?
For any questions about returns or your order, please contact us at:
Willow@artbywillow.com