Refund Policy
Effective 2026. This English version is a translation provided for convenience; if there is any conflict, the Spanish version controls. This policy is part of our Terms and Conditions. The Postcard Studio is operated by The Postcard Studio, S.A., NIT 120976978.
1. Ready-made products (postcards, prints and stationery)
You may request a return within 14 days of receipt, as long as the product is unused, unwritten and in its original packaging. Return shipping is paid by the buyer unless the item arrived damaged or incorrect. Once we receive and inspect the item, we will refund the price paid to the original payment method within 14 days. Original shipping costs are refunded only where the law requires it.
2. Custom orders
Pieces made or adapted at the customer's request cannot be exchanged, returned or refunded, except for a manufacturing defect or an error on our part relative to the approved proof. This includes consumers in the European Union, since the law excludes goods made to the consumer's specifications or clearly personalized from the right of withdrawal. The 50% deposit is non-refundable once design work has started. Errors contained in a proof approved by the customer do not qualify for a refund.
3. Damaged or incorrect items
If your order arrives damaged or does not match what you bought, contact us within 7 days of receipt with your order number and photos of the product and packaging. We will send a replacement or issue a refund, at our choice and at no cost to you. EU consumers keep the applicable legal guarantees of conformity.
4. Lost or held packages
Lost tracked shipments are handled with the carrier and, once the loss is confirmed, we replace or refund the order. Untracked shipments, incorrect addresses, and packages held or returned by customs for unpaid duties are governed by the shipping section of the Terms and Conditions. Customs duties, import taxes and bank fees are non-refundable.
5. Events and workshops
Cancellation by the participant 7 or more days in advance: full refund minus the payment processing fee, or full credit toward another event.
Cancellation 3 to 6 days in advance: 100% credit toward another event or workshop within 6 months, no cash refund.
Cancellation less than 72 hours in advance, or no-show: no refund or credit.
You may transfer your spot to another person at no cost by letting us know before the event starts.
If the Studio cancels or reschedules an event, you may choose the new date, a credit, or a full refund.
For EU consumers, leisure services provided on a specific date are excluded from the 14-day right of withdrawal; this section applies.
6. Sale items and gift cards
Items marked as final sale and gift cards are non-refundable, except for defects or where the law requires otherwise.
7. How to request a return or refund
Email thepostcardstudiogt@gmail.com or WhatsApp +502 5500 5134 with your name, order number, the product and the reason. We will reply with instructions. Returns sent without prior authorization are not accepted.
8. Refund currency
Refunds are issued in the same currency the order was paid in (GTQ, USD or EUR). We are not responsible for exchange rate differences or fees charged by your bank.
9. Chargebacks
Before opening a chargeback, please contact us so we can resolve the issue under this policy.
10. Your legal rights
Nothing in this policy limits the non-waivable rights that the law of your country grants you as a consumer.