Refund policy

Returns, Cancellations & The Collector’s Guarantee

Every New Common Stock piece is made to order for you. The photograph is produced at the size and finish you choose, then set in its frame by hand. Because each piece is made individually to your selection, we can’t accept returns or exchanges for a change of mind. What we do promise is that every piece arrives as it should. If it doesn’t, we make it right. We currently ship within the United States only.

CANCELLATIONS

Production begins as soon as your order is placed and paid. You can cancel within 1 hour of placing your order: email newcommonstock@gmail.com with your order number and “Cancel” in the subject line. After that, your piece is already in production and the order can’t be cancelled.

CHANGES

We can’t change the size, frame finish or artwork once you’ve ordered. If your shipping address needs to change, tell us before your piece ships and we’ll redirect it to another address in the United States.

THE COLLECTOR’S GUARANTEE: DAMAGE AND DEFECTS

If your piece arrives damaged, or with a defect in the frame, the acrylic or the photograph, we’ll remake it at no cost to you. If a remake isn’t possible, we’ll refund the piece.

How to report an issue:

  1. Accept the delivery, even if the box looks damaged. Refusing it sends the package back and delays your replacement.
  2. Within 7 days of delivery, email newcommonstock@gmail.com with your order number, a short description of the issue and “The Collector’s Guarantee” in the subject line.
  3. Attach at least two clear photos taken in natural daylight against a neutral background: the issue up close, the whole piece, and the packaging if it was damaged.
  4. Keep the piece and all of its original packaging until your case is resolved. If we need the piece back, we’ll tell you how to send it, at no cost to you.

We reply within 2 business days with the next steps.

WHAT THE GUARANTEE DOESN’T COVER

  • Differences between how colors look on your screen and on the finished piece. Every screen displays color differently.
  • A size, finish or artwork chosen by mistake.
  • Damage after delivery, including while hanging or moving the piece.
  • Natural variation in wood grain and tone, and minor changes in materials over time.
  • Fading from strong direct sunlight, or damage from high humidity. Hang your piece away from both.

REFUNDS

Approved refunds go back to your original payment method. Your bank or card issuer may take a few business days to post it.

GIFT CARDS

Gift cards can’t be returned or redeemed for cash, except where the law requires.

Questions? Write to newcommonstock@gmail.com. We’re here to help.