Refund policy

Last updated: 7 October 2026

PremCanvas.com is operated by DV Marketing LTD. For returns, exchanges or an order problem, contact info@premcanvas.com or +359 884 505 011 with your order number.

Returns of standard canvas designs

You may request a return or exchange of a standard, non-personalised canvas print within 14 days of delivery. As an additional commercial service carried over from PremCanvas, we accept standard returns within 30 working days for orders paid online by card, and within 14 working days for cash-on-delivery orders. These additional periods do not limit your statutory rights. Contact us before sending a return and keep proof of dispatch.

For a return under the additional commercial service, the canvas must be unused, undamaged and in its original condition, with its packaging and supplied accessories. Return shipping is paid by the customer unless the return concerns a confirmed defect, transport damage or our error. We process an approved commercial refund within 14 working days of receipt and inspection.

Statutory withdrawal

EU consumers may withdraw from an eligible distance purchase by notifying us within 14 days of delivery, without giving a reason, and must send the goods back within 14 days of that notice. Send a clear statement identifying you and your order by email or post. You bear direct return shipping costs. Inspection necessary to establish the product’s nature, characteristics and functioning is permitted; handling beyond this may reduce the refund. Missing original packaging alone does not remove statutory withdrawal rights.

For statutory withdrawal, we refund eligible payments, including the least expensive standard outbound delivery for a fully withdrawn order, within 14 days of notice. We may withhold payment until the goods or evidence of dispatch arrive, whichever is earlier. Optional premium delivery costs need not be refunded.

Personalised canvas

Goods made to your specifications or clearly personalised, including canvas printed with your own photograph, are excluded from change-of-mind returns where the statutory exception applies. Producing a standard catalogue design after you order does not by itself make it personalised. Defect and conformity rights remain.

Damage, defects or incorrect items

Contact us promptly with your order details and a description. Photographs of the whole canvas, affected area, back and packaging help us investigate. Consumers retain the applicable legal guarantee, including at least two years in the EU, and the available repair, replacement, price reduction or refund remedies. We cover necessary return costs for a valid defect claim. The return periods above do not limit defect claims.

Refund method

Refunds normally use the original payment method. For cash-on-delivery orders we agree a secure refund method with you. Any alternative method requires your agreement and carries no additional fee.

Return address

DV Marketing LTD / PremCanvas
ul. "Kapitan Dimitar Spisarevski" 38
1592 Sofia, Bulgaria
+359 884 505 011
info@premcanvas.com

Include the order number and your return, exchange or defect request, pack the canvas securely and retain the tracking number.