Shipping, Returns & Refunds
Last updated: 2 August 2026
This policy covers production and shipping timelines, and our strict return and refund rules for Mark & Rose custom products — including The Legacy Canvas prints made from your photos and frame profile choices (8mm Gallery Profile / 12mm Statement Profile). Please read carefully before ordering.
运费一览
预计送达时间已包含 15 个工作日的设计与定制，再加上运送时间。
- 标准追踪配送
- HK$32
- 免运门槛
- 满 HK$275 免运
- 预计送达时间
- 16–17 个工作日
金额以 HKD 显示。
1. Overview
Most Mark & Rose pieces are made to order. Shipping timelines below are estimates in business days and may vary during peak seasons, customs clearance, or carrier delays beyond our control.
Custom-printed canvas products are manufactured specifically for you and cannot be restocked or resold. Our return and refund rules below are intentionally strict and apply once production has started.
2. Non-Returnable / Final Sale (Custom Canvas)
Every Legacy Canvas (and other personalized Mark & Rose item) is custom-made to order using customer-provided photos and your selected specifications, including size and frame profile (8mm Gallery Profile or 12mm Statement Profile). Because each piece is unique to your order, it cannot be resold.
- We DO NOT accept returns once production has started.
- We DO NOT accept exchanges once production has started.
- We DO NOT accept cancellations once production has started.
- Change of mind, incorrect size selection, incorrect profile selection, or any other customer preference after production begins are not eligible for return, exchange, cancellation, or refund.
- This final-sale rule aligns with exemptions from standard distance-selling withdrawal rights for goods made to the consumer’s specifications (including EU/UK 14-day cooling-off rules for personalized goods).
3. Strict Refund Policy (Quality Defects Only)
Refunds or free replacements are ONLY granted for serious manufacturing defects or physical damage during transit. Cosmetic preference and source-file limitations are not covered.
- Eligible: serious manufacturing defects (for example severe printing flaws clearly attributable to production, not the source file).
- Eligible: physical transit damage (for example a broken wood frame, torn canvas, or crushed parcel damage to the product).
- NOT eligible: minor colour variations between digital screens (RGB) and physical prints (CMYK on canvas). Screen-to-print differences are normal and expected.
- NOT eligible: blurry, soft, pixelated, or low-resolution results caused by low-quality, low-resolution, or heavily compressed customer photo uploads.
- NOT eligible: dissatisfaction with composition, crop, size, profile depth, or personal taste after the item has been produced as ordered.
4. Defect Claim Procedure
To request a free replacement or full refund for a valid defect or transit-damage claim, you must follow this procedure:
- Report the issue to Mark & Rose within 7 days of delivery (email cs@marknrose.com or use our Contact page).
- Provide clear photo and/or video proof that shows: (1) your order number, (2) the outer and inner packaging, and (3) the specific defect or damage.
- Keep the product and packaging until we complete verification.
- Upon verification of a valid manufacturing defect or transit damage, Mark & Rose will issue a free replacement or a full refund.
- Claims submitted after 7 days of delivery, or without adequate photo/video evidence, may be declined.
5. 制作时间
Mark & Rose 个性化订单在付款并完成图稿确认后，一般需要 15 个工作日进行设计与定制，然后才交予承运商。
上方预计送达时间已包含这 15 天制作期及运送时间。若图稿问题可能延误制作，我们会与您联络。
6. 运费与送达
我们提供标准追踪配送。请在上方选择目的地，查看该国家／地区的运费、免运门槛与预计送达时间。预计送达时间已包含 15 个工作日的设计与定制，再加上运送时间。
偏远地区、离岛及旺季可能较长。送达日期为估计，并非保证。
7. Tracking & Delivery
When your order ships, we send tracking details to the email used at checkout. Please monitor tracking and ensure someone can receive the parcel.
8. Customs & Duties
International orders may be subject to import duties, taxes, or brokerage fees charged by your country. These charges (if any) are the recipient’s responsibility unless expressly stated otherwise at checkout.
9. Contact
For shipping questions or defect claims, email cs@marknrose.com or visit our Contact page. Include your order number and supporting photos/videos for faster verification.