Refund policy
FREEBRD LLC prints, apparel, and decor are custom-made to order. Because these items are produced specifically when you place your order, our return rules are a little different than traditional retail stores. If your made-to-order item arrives damaged or misprinted, we usually resolve the issue through photos without requiring a return — just log in to your account or submit a photo claim and we'll make it right. One-of-one venue and shipped originals follow the separate terms below.
One-of-One Venue Originals
Local display purchase access is provided at the venue. One-of-one original paintings displayed at participating venues are purchased online and collected at the display venue only. Shipping is not offered. FREEBRD must verify payment and approve release before the painting is handed over.
Once you’ve inspected and collected your original painting, we don’t accept returns or exchanges for a change of mind, or offer store credit for those purchases. Please raise any concerns with venue staff and FREEBRD before accepting the artwork. This does not limit your rights under applicable law.
The made-to-order replacement, exchange, seasonal-window, and production-cancellation terms below do not apply to these venue originals. For questions or concerns before collection, contact support@freebrd.shop.
One-of-One Non-Venue Local-Pickup Originals
One-of-one originals collected through non-venue local pickup are non-refundable after pickup.
One-of-One Shipped Originals
Please report damage as soon as you notice it, within 30 days of delivery or within the extended period described under Seasonal Return Window, and include your order number, delivery date, and clear photos of the outside of the shipping box, the shipping label, the internal packing materials, the full artwork, and close-ups of the damage. Where possible, photograph the internal packaging as it appeared when first opened.
Do not discard the artwork, shipping box, or any packing materials. Retain them throughout the review and until FREEBRD confirms they are no longer needed, as the carrier may require an inspection. If your artwork has not arrived after the carrier’s estimated delivery date, or tracking shows it as delivered but you have not received it, please contact FREEBRD at returnclaim@freebrd.shop. Provide your order number and any available tracking information; photos are requested only where available. Reporting a missing shipment starts a review and does not automatically establish that it is lost.
Verified loss or irreparable damage may qualify for a refund to the original payment method because an identical replacement is not possible. Repairable damage is reviewed individually with the buyer, and any proposed resolution requires FREEBRD’s approval.
If FREEBRD requires the artwork to be returned, FREEBRD will arrange and pay for the return.
Our target is to complete your claim review within 7 days after receiving the information needed to assess it. If more time is needed, we’ll provide an update. Once a refund is approved, FREEBRD will initiate it promptly to your original payment method. After initiation, refunds processed through Shopify Payments may take up to 10 business days to become available, depending on your bank.
Damaged or Misprinted Items
We stand behind the quality of everything we make.
Original DTF Art
Original DTF canvas artworks ordered from FREEBRD are made to order. If your piece arrives damaged in transit, submit a claim within 30 days of delivery, or within the extended period described under Seasonal Return Window, with clear photos of the artwork and packaging. Once the claim is reviewed and approved by our shipping partner, FREEBRD will provide a replacement canvas artwork at no cost.
Other Made-to-Order Items
If your item arrives damaged or with a printing error or manufacturing defect, we will replace the item at zero cost to you. Claims must be submitted within 30 days of your delivery date, or within the extended period described under Seasonal Return Window.
Exchanges and Store Credit
We want you to love what you ordered.
Original DTF Art
Original DTF canvas artworks are not eligible for exchange or store credit. Artwork damaged in transit is covered by the damage-claim process described above.
Other Made-to-Order Items
We accept exchanges issued as store credit. Submit a request within 30 days of your delivery date, or within the extended period described under Seasonal Return Window, with your order number and reason for exchange. Approved store credit is applied to your account within one day of approval and is available for your next FREEBRD purchase.
Self-Serve Returns
For eligible items, you can submit a return or exchange request directly through your FREEBRD account — no need to email us first. Simply log in at https://account.freebrd.shop, navigate to your order, and submit your request. Our team will review and respond promptly.
Gift Cards
Gift cards are non-returnable and cannot be redeemed for cash, except where required by law.
Seasonal Return Window
Orders placed between November 1, 2026 and February 1, 2027 are eligible for exchange or claim requests within 35 days of delivery, including damage claims for shipped originals. This extended window does not change which products are eligible for exchanges. All other terms of this policy still apply.
How to Submit a Claim
The fastest way to reach us is through the chat bubble on our site — just click it and send us a message directly. You'll receive an immediate confirmation and our team will be notified right away.
To submit your claim via chat:
- Click the chat bubble on any page at freebrd.shop.
- Include your order number and a clear photo of the damage or defect.
- Our team will respond and review your claim.
Prefer email?
- Email returnclaim@freebrd.shop within 30 days of receiving your item, or within the extended period described under Seasonal Return Window. For lost shipments, include your order number and available tracking information instead of a delivery date.
- Include your order number and delivery date in the subject line.
- Attach a clear, well-lit photo showing the defect or damage.
Please note that we do not issue cash refunds for made-to-order products — all resolutions for these products are handled through free replacements or store credit, depending on your product type.
For made-to-order products, our team will review and immediately work with our printing facility to ship a fresh made-to-order item or issue store credit to your account. For replacement orders, please allow 5–10 business days for processing and delivery.
Cancellations
Original Art Cancellations
For one-of-one originals, you can request cancellation before the artwork has shipped or been collected. Email support@freebrd.shop with your order number in the subject line to request cancellation before shipment or collection.
Made-to-Order Cancellations
For FREEBRD made-to-order products, production begins shortly after purchase. If you need to cancel an order, you have 24 hours from the time of purchase to do so.
The self-serve option is available directly through your FREEBRD account — log in at account.freebrd.shop, navigate to your order, and submit a cancellation request.
Prefer to reach us directly? Email support@freebrd.shop with your order number in the subject line within 24 hours and we will do our best to cancel before production begins.
If your order has already been dispatched, cancellation is no longer possible. Once delivered, standard exchange terms apply — see Exchanges and Store Credit above.
Please note: For made-to-order products, FREEBRD does not issue prepaid return labels. Claims for these products are resolved through photo submission — usually, no physical return shipment is required. Return shipping for made-to-order products, if applicable, is the customer's responsibility; however, in most cases no return is needed at all.
Subscription Cancellations
FREEBRD LLC does not currently offer subscription-based products or services. If subscription offerings are introduced in the future, clear cancellation terms — including how to cancel, billing cycle details, and applicable refund terms — will be communicated at the time of purchase and reflected in an updated version of this policy.