Refund & Returns

Because they're hand-made specifically for you, custom and personalized pieces are final once you approve the proof and we begin production. This is also why we proof carefully with you first and include two free revision rounds — so you're confident before we make anything. (Custom-made goods are exempt from standard change-of-mind returns under Canadian consumer law.)

If your piece arrives damaged, defective, or not made as the proof you approved, we'll remake or replace it at no cost to you. Just email us within 7 days of delivery with your order or case reference and a couple of photos of the issue, and we'll make it right.

If tracking shows your parcel is lost or stuck, contact us. We'll open a trace with the carrier and, once a loss is confirmed, remake and reship your piece or refund you.

Before you approve your proof, changes are easy and free — that's what the revision rounds are for. Tell us at the proofing stage and we'll adjust the design, size, or details.

You can cancel for a full refund any time before you approve the proof (i.e. before production starts). For Thread Painting, since you only pay on approval, simply not approving means there's nothing to refund. Once a custom piece is in production, it can't be cancelled.

If you buy a ready-made item that isn't personalized, you may return it unused and in original condition within 14 days of delivery. Return shipping is the customer's responsibility unless the item was faulty. We'll refund once we receive and inspect it.

Email support@varnakalar.com or use our contact form with your order number or case reference and a short description (plus photos for damage claims). We'll guide you from there.

Approved refunds go back to your original payment method. Once we've confirmed the refund or received an eligible return, it's typically processed within 5–10 business days; your bank may take a little longer to show it.