If you’re not happy, we’re not happy!

1. Order a hard proof for the 100% guarantee.

If you are not happy with the quality of your prints, we'll reprint them, or we'll give you your money back. However, this guarantee is only available for orders that include hard proofs. Please order a hard proof if you are concerned with your image quality. A hard proof is a small section of your image at the scale of the print size you ordered. We will take an 8x10 inch sized section from your uploaded file at the scale of the print size you have ordered and we will print this via Piezography Neutral inkjet for you whether you have ordered a photogravure plate, Piezography Carbon, Piezography Pro, Photogravure print, or Platinum print. You will be able to see the image quality of your uploaded file at scale using our Piezography technology. What you will not be able to see is what a platinum print looks like, or what a photogravure print looks like, or what a Piezography Carbon print looks like. You will only be able to judge whether your image quality is at the standards to meet your expectations. All of our processes require high standards image files. We strongly recommend making a hard proof of your artwork before committing to a substantial charge.

The cost of a hard proof is $75 including postage to all 50 States.

You will then have 7 days to inform us if you wish to continue with the project. If we do not hear from you within 7 days of receiving your hard proof, we will print the project and send it. It is your responsibility to inform us.

 If on the other hand you want to see a sample of our other processes - this is not possible via our online store. If you would like to collaborate with us you can not use online services. Instead we offer proofing at size for all of our processes at Cone Editions Press, where it is more customary to have proofs made, make adjustments to them, re-proof again, and finally order your final prints that match the proofs that you commissioned. Naturally, those type of services are significantly more expensive and time consuming. But we are happy to work with you either way.

 

2. Damaged shipment

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.

If the shipping carrier damages your prints, we will resend new prints to you. We only ask that you email services@cone-studio.com a picture of the damaged package and the prints. If more than one print is damaged, you must send us pictures of each damaged print. UPS, FedEX, DHL and USPS all require this when we file a claim with them.

We also ask that you inform us of damages within ten business days of receiving your prints. Please inspect your packages as soon as you can.

 

3. Cancellations

Customers who cancel before production takes place will be issued a full refund minus a 3.5% credit card charge cost that we incur at the time of sale. Because we print within 24 – 96 hours of receiving your order you must contact us immediately if you need to cancel. Email services@cone-studio.com and include your Order number in your request.

Refunds

In cases of refunds from cancellations, it may take up to 10 business days for a credit to be issued by your bank. For billing-related questions, please feel free to contact us via email.

 

4. Returns

We do not accept returns since all printmaking services and prints are customized. If you decide after receiving your prints that you do not like them, we will try and work with you to improve your work on future orders. We do encourage you to order a hard proof for any expensive projects you are undertaking with us. If your project is one that requires proofing and approval processes then you should not be using our online services. Instead contact us at Cone Editions Press, where it is more customary to have proofs made, make adjustments to them, re-proof again, and finally order your final prints that match the proofs that you commissioned. Naturally, those type of services are significantly more expensive and time consuming. But we are happy to work with you either way.

5. European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or damaged from handling, and in its original packaging. You’ll also need the receipt or proof of purchase. You are responsible for the costs of returning it to us. You are responsible for it if it is lost or damaged during transit.