Refund policy
All prints are made to order specifically for each buyer by our specialist fulfilment partner, theprintspace. This policy sets out what applies to your order once placed, including our approach to the rare occasions where damage or loss occurs in transit, and how refunds are handled.
1. No Returns for Change of Mind
All prints — framed and unframed, limited and open edition — are made to order specifically for each buyer. Under the Consumer Contracts Regulations 2013, goods made to a customer's specification are exempt from the standard 14-day right of cancellation that applies to most online purchases. Once your order enters production, it cannot be cancelled, returned, or exchanged.
Please review all size, edition, and framing options carefully before placing your order. If you have any questions before purchasing, contact us at admin@zanda.space
2. Damaged Prints
If your order arrives damaged in transit or has a manufacturing defect, we will arrange a replacement at no cost to you.
To make a claim:
- Contact us at admin@zanda.space within 7 days of the delivery date shown on your tracking information
- Include your order number in the subject line
- Attach clear photographs showing the damage to both the outer packaging and the artwork
On receipt of your claim we will assess the damage and advise on next steps. The replacement will carry the same edition number as the original. We ask that the original certificate of authenticity be destroyed on receipt of the replacement, as only one certificate per edition number is valid.
3. Damaged Frames
If a framed print arrives with broken or damaged glazing or a damaged frame — even if the print inside is undamaged — a complete replacement framed print will be arranged. Glazing and frame components are not replaced as separate items.
When photographing a damaged framed order, please capture the glazing or frame damage and the outer packaging clearly, as this supports our assessment.
4. Lost or Undelivered Orders
If your tracking shows no movement for more than 8 working days beyond the estimated delivery date for courier shipments, or 14 working days for postal shipments, please contact us at admin@zanda.space with the following:
- Your order number
- Your full delivery address
- A screenshot of your current tracking status
We will investigate with our fulfilment partner on your behalf. If your order is confirmed lost, a replacement will be dispatched at no cost to you, carrying the same edition number as the original.
In the event that your original order subsequently arrives after the replacement has already been delivered, please refuse delivery of the later parcel. It will be returned to our fulfilment partner by the courier and destroyed. This ensures only one copy of your edition number remains in circulation.
If your tracking shows confirmed delivery but you have not received your order — for example in the case of doorstep theft — please contact us at admin@zanda.space as soon as possible with your order number and any available evidence, such as photographs of the delivery location or a police report. We will pass your case to our fulfilment partner for assessment. Theft after confirmed delivery falls outside the standard replacement guarantee and outcomes are determined by our fulfilment partner on a case-by-case basis. We will keep you informed throughout.
5. Edition Integrity
We take the integrity of our limited editions very seriously. All edition numbers are tracked against a fixed limit, and no edition is ever extended once established.
In the rare event that a print is lost or stolen in transit and a replacement is issued, both may carry the same edition number. In the great majority of such cases, the original is recovered by the courier and destroyed by our fulfilment partner before it can reach circulation. In the exceptional circumstance where an original cannot be recovered, a duplicate copy may exist in the market.
The replacement issued to the purchasing collector is the legitimate copy of record — the only copy with a verified and documented purchase history. Any print bearing a limited edition number that cannot be traced to a direct purchase through this store has no verified provenance.
Zanda maintains a register of all edition numbers issued, together with any numbers associated with loss or pending replacement events. Collectors who wish to verify the provenance of their edition number at any time are welcome to contact us at admin@zanda.space.
6. Items Not Eligible for Replacement
We are unable to offer replacements in the following circumstances:
- Colour variation between your screen and the printed artwork. Minor variation is an inherent characteristic of fine art printing and is not a defect.
- Visible texture, grain, or surface character of the original medium — such as pastel, oil, or mixed media — apparent in the print at larger formats. These are inherent qualities of the original artwork faithfully reproduced, not defects.
- Damage arising after delivery, including from improper handling, storage, or framing.
- Minor size variations within standard industry tolerances, particularly for handmade frames.
- Claims submitted more than 7 days after the tracked delivery date.
7. Contact
For any queries about your order, contact us at admin@zanda.space. Please include your order number in all correspondence.