Refunds and Returns

1. Made-to-order products

Each metal print is produced specifically for you after checkout. For that reason, we generally cannot accept returns or offer refunds for change of mind, color preference, or size selection after production has started.

Please review artwork, dimensions, finishing options, and shipping address carefully before paying.

2. Cancellations

• You may request cancellation by emailing us immediately after placing an order. If production has not started, we will cancel the order and refund the full amount to your original payment method.
• Once production has begun, cancellation may not be possible and our damage-only remedies below apply.

3. Damaged, defective, or incorrect items

If your print arrives damaged, materially defective, or different from what you ordered, contact us within 14 days of delivery shown by the carrier tracking.

• Email orders@akilbaev.com or studio@akilbaev.com with your order reference, a description of the issue, and clear photos of the packaging, shipping label, and product.
• Do not discard packaging until we confirm—photos of outer and inner packaging help with carrier claims.
• If we confirm a covered defect or our error, we will, at our discretion, offer a replacement print, partial credit, or a full refund of the print price paid through Stripe.

4. Shipping delays and lost packages

• Carrier delays outside our control are not grounds for a refund while the package is still in transit.
• If tracking shows delivery but you did not receive the package, notify us within 7 days so we can assist with a carrier investigation.
• If a package is confirmed lost by the carrier, we will work with you on a replacement or refund after the investigation concludes.

5. Non-returnable situations

• Normal variation in metal finish, minor color differences between screen and print, or damage caused after delivery (including improper hanging or storage).
• Orders returned to sender because of an incorrect address you provided may incur reshipping charges.
• Issues reported after the time limits in section 3 without reasonable explanation.

6. Refund method and timing

Approved refunds are issued to the original payment method through Stripe. Depending on your bank or card issuer, posted refunds may take 5–10 business days or longer.

Shipping charges are non-refundable except where the error or damage was our fault or we agree otherwise in writing.

7. Chargebacks

If you have a problem with an order, contact us first. Unauthorized or improper chargebacks may delay resolution and may lead us to decline future orders.

8. Contact

Order support: orders@akilbaev.com

Studio: studio@akilbaev.com

Include your Stripe checkout reference or confirmation email when writing about an order.