Returns, Refunds & Replacements
Effective November 3, 2026.
This policy applies to Once Upon Love personalized canvas portraits sold by ROTIV VENTURES LLC (Wyoming, USA).
Orders without an Artist Refinement Request
We produce the artwork version you select with your order. Artist revisions and a separate artwork approval exchange are not automatically included. Orders placed without an Artist Refinement Request are not eligible for a refund for dissatisfaction or a change of mind, except where applicable law requires a remedy.
Orders submitted with an Artist Refinement Request
Include an Artist Refinement Request with your original order to qualify for the refinement refund guarantee. An artist note asking for an artwork change and submitted with that order counts as a request.
We refine the artwork before printing and send the revised version for your approval. You may request a refund under this guarantee until you approve the revised artwork. Once you approve it, the guarantee ends. A request added only after an order was placed without one does not create eligibility for this guarantee.
To request a refund before approval, email hello@onceuponlove.com with your order number.
Damage or manufacturing defects
If your canvas arrives damaged or defective, contact us within 30 days of delivery. Include your order number and clear photos of the issue and, where relevant, the packaging. We will arrange a free replacement, including replacement shipping.
30-day canvas satisfaction replacement
If you are not happy with your delivered canvas, contact us within 30 days of delivery and we will redo it free of charge, with no replacement shipping charge. This is a replacement promise, not a post-delivery refund guarantee.
Cancellations and order changes
Check the selected artwork, size, orientation and delivery details before checkout. Because each portrait is personalized, routine cancellations and changes are not guaranteed once an order has been placed. Contact us promptly if you notice a mistake so we can check the order's stage.
The pre-approval refund guarantee for an eligible original Artist Refinement Request still applies. Routine changes cannot be accommodated after the order has been handed to the carrier. These conditions do not limit any cancellation, refund or other remedy required by law.
Size, composition and delivery concerns
Different canvas shapes may require a different composition. Review the artwork in the size and orientation you select. If the delivered dimensions, artwork details or delivery do not match the order, contact us with the order number and relevant photos or information so we can investigate. A format adjustment does not remove rights that cannot lawfully be excluded.
How to contact us and return an item
Email hello@onceuponlove.com with your order number and a description of the request. Do not send a canvas back before receiving instructions from our team. If a refund is approved or required, it is returned to the original payment method where possible; bank processing times may vary.
Existing orders and your rights
For orders already placed, we honor the applicable promises and conditions presented when you ordered. This update does not retroactively remove them. Nothing in this policy limits consumer rights or remedies that cannot lawfully be excluded.
Read our Artist Refinement guide, Shipping & Delivery Policy and Terms and Conditions.