Return and Refund Policy

At CodeInk, every piece is drawn by hand — by our robots — specifically for you. Before purchasing, please take a moment to read this policy carefully. Understanding our process will help you set the right expectations and ensure you love what arrives at your door.

1. The Made-to-Order Nature of CodeInk

CodeInk is not a traditional print shop or warehouse. Every artwork is produced on demand, after your order is placed, using archival ink on fine cotton paper. Because each piece requires dedicated machine time, non-recoverable materials, and genuine craftsmanship, our return policy reflects the artisanal nature of what we make.

2. The Perfection of Imperfection — What to Expect

This is important. Please read it before ordering.

Pen plotter art is a mechanical drawing process — not digital printing. A physical pen tip moves across real paper, depositing liquid ink in real time. This means every piece carries the honest marks of its own making. These are not flaws. They are the signature of the process.

The following are normal characteristics of plotter-drawn art and are not considered defects:

• Line weight variation — The pen nib responds to speed and pressure. Lines may vary slightly in thickness, especially at the start or end of a stroke.
• Ink accumulation — Small deposits of ink may appear where the pen pauses, lifts, or changes direction.
• Micro-splatter — Occasional microscopic ink dots near dense line areas are inherent to liquid ink on cotton paper.
• Overlapping lines — At corners and intersections, lines may slightly cross or overlap by fractions of a millimetre.
• Paper texture — Cotton paper has a natural grain that may be visible under raking light. This is a feature, not a flaw.
• Paper breathing — Fine art paper may show very slight undulation after ink is applied, as the fibres respond to moisture. This is normal and does not affect the integrity of the piece.
• Micro-deviation — On very long continuous lines, a deviation of less than 0.5mm may occur. This is invisible at normal viewing distance.
• Variation between copies — No two plotter-drawn pieces are identical. Minor differences between editions are what make each one genuinely unique.

These characteristics are proof that your piece was drawn — not mass-produced. They are what separate CodeInk from a laser print.

The following ARE considered defects and are fully covered under this policy:

• Missing or interrupted lines across a significant portion of the design (caused by a dry pen or mechanical failure)
• Incorrect design delivered (wrong coordinates, wrong name, wrong layout)
• Artwork arrived wet, torn, bent, or structurally damaged
• Wrong ink colour used relative to what was agreed
• Ghost lines or blank sections caused by complete pen failure during production

3. Custom & Personalized Orders

The following items are produced exclusively to your specifications and cannot be returned or exchanged for change of mind:

• Custom Maps — Any map produced with specific coordinates or locations you selected
• Custom Portraits — Line art generated from your personal photos
• Personalized Blueprint Series — Any technical drawing that includes a custom name, date, or inscription
• Gift Cards

However — and this is important — your consumer rights are always protected. If any of the above items arrive with a genuine defect as described in Section 2, or do not conform to what was agreed at the time of purchase, you are entitled to a remedy regardless of the personalized nature of the order. Please contact us at info@codeink.art.

4. Standard Collection (Non-Personalized Items)

For standard, non-personalized pieces from our open collection that are not part of a limited run:

• Returns are accepted within 14 days of delivery
• The item must be returned in its original rigid protective tube, securely packaged
• Return shipping costs are the responsibility of the buyer
• A 10% restocking fee applies to cover initial packaging and handling materials
• If the artwork arrives back to us damaged due to inadequate packaging by the buyer, no refund will be issued — please follow the packaging instructions provided at the time of your return request
• Refunds are processed within 5–10 business days to your original payment method once the return is received and inspected

5. Damaged Orders

If your artwork arrives damaged due to shipping mishandling (bent tube, moisture damage, torn artwork):

• Do not discard the packaging or the artwork
• Contact us within 5 business days of delivery at info@codeink.art with your order number, clear photos of the damaged outer packaging, and clear photos of the damaged artwork
• We will produce and ship a replacement at no cost to you. You do not need to return the damaged piece.

Why 5 business days? We understand that life is busy and that you may not open your package immediately upon delivery. Five business days gives you reasonable time to discover and report the issue without penalizing you for a problem that was never your fault.

6. Order Cancellations

Personalized & Custom Orders: You may cancel a custom order at no charge provided production has not yet begun. Once our machines have started drawing your piece, materials are committed and cannot be recovered. In that case, a 20% material fee applies to cover ink, paper, and machine time already used. To cancel, contact us immediately at info@codeink.art — the sooner you reach out, the more likely we can stop production in time.

Standard Collection Orders: Standard orders may be cancelled for a full refund within 24 hours of purchase, provided the order has not yet entered production. After that window, the cancellation terms above apply.

7. Your Rights as a Consumer

Nothing in this policy limits or waives your rights under applicable consumer protection legislation, including the Loi sur la protection du consommateur du Québec (L.R.Q., c. P-40.1) and the Canada Consumer Product Safety Act. If you believe you have received a product that does not conform to your order or that presents a hidden defect, you may have rights beyond what is described here. We encourage you to contact us first — we are committed to resolving every situation fairly.

8. How to Contact Us

For all return, refund, cancellation, or damage inquiries:

📧 info@codeink.art — we aim to respond within 1–2 business days. Please include your order number and any relevant photos in your first message — this allows us to resolve your case as quickly as possible.

CodeInk — Drawn in Québec City, Canada. Every line tells a story. Every imperfection proves it's real.