Return & Exchange Policy

Genie Canvas Return & Exchange Policy

At Genie Canvas, every modular canvas system is precision-milled and rigorously tension-tested in our woodshop to meet strict museum-grade standards. We stand behind our craftsmanship, but we understand that sometimes a return or exchange is necessary.

Our return policy covers a 30-day window from the date your order is delivered. If 30 days have passed since your package arrived, unfortunately, we cannot offer you a refund or exchange.

1. Eligibility for Returns

To be eligible for a return, your Genie Canvas system must be:

  • Unused and Unassembled: The canvas must not be painted on, altered, or fully stretched. The wood joints must not show signs of forced assembly or damage.

  • In Original Packaging: Due to the precise nature of our flat-pack system, all wood components, hardware, and the canvas must be carefully rolled and repacked in the original Genie Canvas shipping tube to ensure they survive the return transit.

2. How to Initiate a Return

To start a return, please email our team at support@geniecanvas.com with:

  1. Your Order Number

  2. The reason for your return

  3. Photos of the item (if reporting a defect or damage)

Once approved, we will provide you with the return shipping address to our woodshop. Please do not send your purchase back to the manufacturer without prior authorization.

3. Return Shipping Costs

Because our canvases bypass expensive oversized freight fees to ship directly to your studio, customers are responsible for paying their own shipping costs for returning items (unless the item arrived damaged or defective).

  • Return shipping costs are non-refundable.

  • If you are shipping an item over $75, we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

4. Refunds (If Applicable)

Once your return is received at our facility, our team will inspect the canvas and hardwood components. We will send you an email to notify you that we have received your returned item and whether your refund has been approved.

  • If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5–7 business days.

5. Damaged or Defective Items

We inspect every single frame before it goes into the tube, but occasionally, rough transit handling can cause issues. If your Genie Canvas arrives defective or damaged by the carrier (USPS/UPS), please contact us within 7 days of delivery at support@geniecanvas.com with photos of the damaged tube or internal components. We will gladly expedite replacement parts or a full replacement system to your studio at no extra cost.

6. Non-Returnable Items

  • Custom-sized orders or bespoke milling requests

  • Gift cards

  • Items purchased during clearance or "Final Sale" events

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.