Refund policy

All orders that have a mistake made by Metal Prints by Anna are eligible for a 30-day refund. Examples are shipping damages, broken products, and scratches on the surface that affect the image.

You are only eligible for return if the item received is either different from what you have purchased or is damaged. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at metalprintsbyanna@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 
You can always contact us for any return questions at metalprintsbyanna@gmail.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exchanges
Since all prints are made after your order is placed, we do not offer exchanges.

Chargeback & Payment Dispute Policy

At Metal Prints by Anna, every order is custom-made using the image you provide. Because of the personalized nature of our products, we take chargebacks and payment disputes very seriously.

1. Contact Us First

If you have any issue with your order, you agree to contact us directly before initiating a chargeback with your bank. We are committed to resolving problems quickly and fairly. Submitting a chargeback without contacting us first may delay resolution and impact your eligibility for refunds or replacements.

2. Custom Product Agreement

By placing an order, you acknowledge that:

  • Your item is custom-made and personalized

  • You have reviewed and approved your uploaded image

  • Custom items are non-refundable and non-returnable, except in cases of damage or manufacturing defects

3. Valid Reasons for Resolution

We will gladly offer a replacement or refund if:

  • Your item arrives damaged

  • There is a manufacturing defect

  • You received the wrong item

To qualify, you must:

  • Contact us within 5 days of delivery

  • Provide clear photos of the issue and packaging

4. Shipping & Delivery Responsibility

We ship all orders with tracking.

Once tracking shows delivered, the order is considered fulfilled. We are not responsible for:

  • Lost or stolen packages after delivery

  • Incorrect addresses provided at checkout

For high-value orders, we may require signature confirmation.

5. Fraud & Unauthorized Transactions

We use fraud detection tools through Shopify Payments to screen orders.

Orders flagged as high-risk may be:

  • Delayed for verification

  • Canceled and refunded

If a chargeback is filed for an “unauthorized transaction,” we will submit evidence including:

  • IP address and location data

  • Billing and shipping address match

  • Order confirmation and communication records

6. Chargeback Disputes

If a chargeback is initiated, we reserve the right to:

  • Submit all relevant evidence to your bank

  • Dispute the claim to the fullest extent

This includes:

  • Proof of delivery with tracking

  • Product description and order details

  • Customer communication

  • Proof of custom work completed

False or fraudulent chargebacks will be reported.

7. Agreement to Terms

By completing your purchase, you agree to this Chargeback & Dispute Policy and our Refund Policy.

8. Need Help?

We’re here to help and resolve any concerns quickly.

Please contact us at:
metalprintsbyanna@gmail.com

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Shipping

Orders are typically shipped in 1-2 days after being placed. Once shipped, a confirmation will be sent and shipping usually takes 2-5 business days to receive your order. Shipping costs are calculated at checkout based on your location and order weight. Once your order has shipped, a tracking number will be provided via email.

Customers are responsible for providing accurate shipping details at checkout. Metal Prints by Anna is not responsible for orders delayed due to incorrect or incomplete addresses. Additional skipping fees may apply for reshipment. Metal Prints by Anna is not responsible for delays caused by carriers or unforeseen circumstances.