Refund policy
Can I return or exchange my artwork?
Every Mercer Vue artwork is custom-made to order, specifically for you.
Because each piece is individually produced, all orders are final once placed. We do not accept returns, exchanges, or cancellations for changes of mind, incorrect size selections, or other customer preferences.
We encourage you to carefully review your artwork selection, dimensions, and framing preferences before completing your purchase.
This policy does not limit any rights or remedies available to customers under applicable consumer protection laws, including those relating to damaged, defective, or incorrectly fulfilled orders.
What if my artwork arrives damaged?
We take great care in preparing and packaging every order. However, should your artwork arrive damaged during transit, we offer a complimentary replacement for verified shipping damage.
Please email hello@mercervue.com within 48 hours of delivery, including:
- Your order number
- Clear photographs showing the damage to the artwork
- Photographs of the shipping box and packaging
Our team will review your claim and work with you to resolve the issue as quickly as possible.
For verified shipping damage, a replacement will be provided at no additional cost.
Please inspect your artwork before installation. We recommend reporting any visible damage or defects before hanging your artwork. Claims involving artwork that has already been installed may require additional review. This does not affect your rights under applicable law.
What happens if my package is marked delivered but I cannot locate it?
Mercer Vue is not responsible for packages that have been confirmed delivered to the correct shipping address, including packages that are subsequently lost or stolen, except where otherwise required by law.
If your order is marked delivered but cannot be located, please contact the shipping carrier and notify our team within 48 hours of the documented delivery date.
Reports received after this window may limit our ability to investigate the shipment or assist with a carrier claim. Any rights available under applicable law remain unaffected.