Refund Policy

Refund and Return Policy

Last updated: April 2026

Lola-Nanay sells physical products, including high-resolution watercolor art prints and other tangible items. We want you to be completely satisfied with your purchase. Please review our policy below carefully.

 

Returns and Refunds: We accept returns within 30 days of delivery for a full refund, provided the item meets the following conditions:

• The item is unused, in its original condition, and in the original packaging.

• The item has not been framed, mounted, or altered in any way.

• You notify us of your intent to return within the 30-day window.

To initiate a return, please contact us at lola2nanay@gmail.com with your order number and a brief description of the reason for the return. We will provide return instructions, including a shipping address.

 

Please note: Return shipping costs are the responsibility of the customer unless the item is defective or arrived damaged. We strongly recommend using a trackable shipping service. Once we receive and inspect your returned item, we will process your refund to the original payment method within 5–7 business days.

 

Exchanges: We are happy to offer exchanges for a different size, print, or item (subject to availability) within the same 30-day window, following the same conditions as returns. Contact us to arrange an exchange. Exceptions – No Returns or Refunds. The following items are considered final sale and are not eligible for return or refund:

• Custom or personalized orders

• Items marked as final sale or clearance

• Products that have been framed, customized, or damaged after delivery due to customer handling.

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Damaged or Defective Items: If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at lola2nanay@gmail.com. Include clear photos of the damage or issue along with your order number. We will happily arrange a replacement at no cost to you or issue a full refund (including original shipping) once the claim is verified. In most cases, we will not require you to return the damaged item, but we may ask for photos only.

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Cancellations: You may cancel your order within 24 hours of purchase for a full refund, provided the item has not yet been shipped. After this window, cancellations may not be possible if production or shipping has already begun.

 

Non-Returnable Situations: We do not offer refunds or returns for:

• Change of mind after the 30-day window

• Items lost or damaged during customer return shipping (please insure your return if the value is significant)

• Normal wear or minor variations in print color due to different monitor/screen settings or printing processes

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We strive for accurate color representation in our product photos, but slight variations can occur.

Shipping and Delivery Issues: If you experience any shipping delays or non-delivery, please contact us as soon as possible. We will work with the carrier to resolve the issue. By purchasing from Lola-Nanay, you acknowledge and agree to this Refund and Return Policy.

 

If you have any questions, feel free to reach out to us at lola2nanay@gmail.com. We’re here to help!

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Thank you for supporting Lola-Nanay and our handmade items. Your support truly means the world to us!