Refund policy

Last updated: April 1, 2026

Overview

We take great care in producing and packaging SORA Shodo artworks and prints. Because many items are made to order or one-of-a-kind, we generally do not accept returns or exchanges. However, if your item arrives defective, damaged during shipping, or if you receive the wrong item, we will make it right as described below. This Refund Policy does not limit any rights you may have under applicable law.

Final Sale Items

Prints (Made to Order): Final sale.
Original Artworks (One-of-a-Kind): Final sale.

Because of the nature of made-to-order and one-of-a-kind items, we’re not able to accept returns or exchanges for reasons such as change of mind, personal preference, or ordering errors (for example, selecting the wrong size or misunderstanding color/texture differences).

Eligible Issues (Defects / Shipping Damage Only)

We can offer a replacement/reprint (when possible) or a refund if:

  • The item is defective, or
  • The item was damaged during shipping, or
  • You received an incorrect item (wrong product sent)
  • The package appears to be lost in transit or not delivered (for example, tracking has not updated for an extended period, or the carrier confirms non-delivery).

If a replacement is not available (for example, one-of-a-kind original artworks), we will issue a refund after the claim is approved. If the carrier confirms the package is lost or not delivered, we will offer a replacement (when possible) or a refund after the claim is approved.

Reporting Window & Required Documentation

Please contact us within 7 days of delivery so we can help promptly.
To speed things up, please include:

  • Your order number
  • A brief description of the issue
  • Clear photos of:
    • the item
    • the packaging materials
    • the outer shipping box/label (if applicable)

Please keep all packaging materials until the claim is resolved, as carriers may require them for inspection. If the outer box appears significantly damaged at delivery, we recommend taking photos before disposing of any materials.

Resolution Options (Replacement or Refund)

If your claim is approved, we will offer one of the following:

  • A replacement or reprint (when possible), or
  • A refund to your original payment method

For one-of-a-kind original artworks, replacements are typically not possible. In those cases, once the claim is approved, we will issue a refund. In some cases, we may ask for additional information and/or request a return of the item for inspection before approving a replacement or refund. If a return is required, we will provide return instructions.

If a return is required due to a confirmed defect, shipping damage, or an incorrect item, we will provide return instructions and, where appropriate, a prepaid return label.

Non-Returnable / Not Considered Defects

The following are not considered defects and are not eligible for returns or refunds:

  • Minor variations in appearance due to the handmade nature of original artworks (including brush texture, ink variation, or natural paper characteristics)
  • Natural aging of paper over time
  • Variations in color or appearance due to monitor/device settings
  • Any issues resulting from improper handling, framing, storage, or exposure (e.g., moisture, sunlight, heat)
  • Items that have been altered after delivery

This section does not limit our support for confirmed defects, shipping damage, or incorrect items as described above.

Shipping Issues, Address Errors, and Delivery Confirmation

  • Please ensure your shipping address is correct at checkout. If an incorrect or incomplete address is provided by the customer, we may be unable to replace or refund the order.
  • If tracking shows the package as “Delivered”, we may be limited in what we can offer for loss or theft after delivery. We recommend using a secure delivery location. However, we will reasonably assist with carrier inquiries when possible and may request additional information (for example, delivery confirmation details) to help investigate.
  • If the carrier confirms misdelivery (for example, delivered to the wrong address), we will work with you on an appropriate resolution in accordance with applicable law.

Cancellations

  • Made-to-order prints: Orders cannot be canceled once production has started. For made-to-order prints, “production has started” generally means the order has been submitted to our print/production process.
  • Original artworks: Orders generally cannot be canceled once processing and packaging preparation has begun. For original artworks, “processing and packaging preparation” generally includes preparation of protective packaging and shipment arrangements.

If you need to request a cancellation, please contact us as soon as possible. If cancellation is still possible, any eligible refund will be issued to the original payment method. Cancellations required by applicable law will be honored.

Refund Timing

Approved refunds are issued to the original payment method. Approved refunds are typically processed within 5–10 business days of approval. Please allow additional time for your bank or payment provider to post the refund to your account.

If applicable, shipping fees and taxes are refunded in accordance with the reason for the refund and the rules of the payment provider/processor.

Contact

To request support related to defects or shipping damage, please contact: info@sorashodo.com
Please include your order number and photos as described above.