Refunds and Returns Policy
Last Updated: March 9, 2026
We take pride in the quality of our artwork, books, and creative products. Due to the nature of these items, the following refund and return policies apply.
Physical Products
For physical items such as books, art prints, or merchandise, all sales are considered final unless an item arrives damaged or defective.
If your order arrives damaged, please contact us within 7 days of delivery with:
- Your order number
- A description of the issue
- Clear photos of the damaged item and packaging
Once reviewed, we may offer a replacement, store credit, or refund at our discretion.
Returned items must be unused and in their original condition unless the return is due to damage.
Shipping costs are non-refundable unless the item arrived damaged or there was an error with your order.
Digital Products
Due to the nature of digital downloads and digital creative products, all digital purchases are non-refundable once the file has been delivered or downloaded.
If you experience technical issues accessing your purchase, please contact us and we will gladly assist.
Creative Services
Creative services—including branding, design work, consulting, and other custom creative projects—require time, expertise, and reserved scheduling.
For this reason:
- Deposits are non-refundable
- Payments made for completed work are non-refundable
- Once a project has begun, refunds are generally not available
If a project must be cancelled before work begins, eligibility for a partial refund may be considered on a case-by-case basis.
Custom Work & Commissions
Custom artwork, commissioned work, and personalized creative projects are created specifically for the client and therefore cannot be returned or refunded once work has begun.
Clear expectations, scope, and deliverables will be outlined prior to the start of any commissioned work.
Order Issues
If you experience any issues with your order, please contact us and we will do our best to resolve the situation promptly.
Customer satisfaction is important to us, and we aim to handle all concerns fairly and professionally.
Contact
For refund or return inquiries, please contact:
Kaleigh Gold
art@ratchetgold.ca