Return Policy
At Civilianaires, each product is "made to order," crafted uniquely for you once your order is placed. As such, we do not accept returns, refunds, or exchanges, and changes or cancellations are only possible within 24 hours of order placement. Should you find an error with your order, please reach out to us immediately at support@iamacivilianaires.com.
In the event that your artwork arrives damaged or defective, we are here to help. Please report any issues to our Customer Success team at support@iamacivilianaires.com within 14 days of receipt, including detailed photos of the artwork and its packaging. Following a thorough Damage Review, we may, at our discretion, offer to repair or replace the affected item(s), taking into account the nature of the damage and our current manufacturing capabilities. This process requires adherence to the following guidelines:
- Submit clear photos of the damage in .jpeg or .png format;
- Ensure photos are submitted within 72 hours of the delivery date provided by the shipping carrier;
- Take damage photos immediately upon receiving the item(s) before any installation or placement;
- Allow up to 30 business days for the Damage Review process;
- Understand that replacement or repair decisions are made at our discretion, and replacement delivery will depend on our inventory and production schedules. Return shipping costs may apply for repaired or replaced items.
By reaching out for a Damage Review, you agree to these terms, ensuring a fair and efficient resolution to any issues with your order.