Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which you received it, unused, undamaged, and in its original packaging where reasonably possible. You must also provide your receipt or other valid proof of purchase.

Because our products are artworks and decorative pieces, they must be returned in the same condition in which they were delivered. In addition to the general return conditions above, the following conditions apply:

  • The artwork must not have been installed, hung, mounted, or fixed to a wall.
  • The artwork must not show any marks, holes, scratches, dents, cracks, bends, stains, fingerprints, dirt, or other signs of use or handling.
  • The artwork must not have been damaged during installation or while being handled by the customer.
  • The artwork must not have been exposed to substances, liquids, excessive moisture, smoke, strong odors, or other conditions that could affect its condition or value.
  • All original accessories, components, protective materials, and other items included with the order must be returned.
  • The artwork must be adequately protected during return shipping to prevent damage.
  • Where reasonably possible, the original packaging should be used for the return.

Used, Installed, or Damaged Items

Due to the nature of our products, an artwork that has been installed, hung, mounted, used, or handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality may be subject to a reduction in the refund amount or may not qualify for our voluntary 30-day return policy, to the extent permitted by applicable law.

Examples of conditions that may affect eligibility for a return or the amount of the refund include, but are not limited to:

  • Marks or damage caused by nails, screws, hooks, adhesives, mounting hardware, or other installation methods.
  • Scratches, dents, cracks, bends, or other physical damage.
  • Stains, dirt, dust, fingerprints, or other visible marks.
  • Damage caused by improper handling, storage, installation, or removal.
  • Missing accessories, components, protective materials, or original packaging where required.
  • Damage caused by inadequate packaging during the return shipment.
  • Any alteration or modification made to the artwork after delivery.

We reserve the right to refuse a return or reduce the refund amount to reflect any loss in value caused by handling or use beyond what is reasonably necessary to inspect the product, where permitted by applicable law.

Starting a Return

To start a return, please contact us at supportretroframe@gmail.com.

Once your return request has been reviewed and approved, we will provide the appropriate return address and detailed return instructions.

Please do not send any items back without contacting us first. Returns sent to an incorrect address or without prior authorization may not be accepted.

If your return is accepted, we will provide instructions on how and where to send your package.

Unless the item is defective, damaged before delivery, or incorrect, customers are responsible for return shipping costs, unless applicable law requires otherwise.

Items sent back to us without first requesting a return will not be accepted.

Products Damaged During Shipping

If you receive your order with the package or product damaged, you must notify us within a maximum of 3 calendar days from receipt, providing photographs of the packaging and the product.

Incidents reported after this period may not be accepted, without prejudice to any rights you may have as a consumer under applicable law.

Return Inspection

All returned items will be inspected once received.

We may use photographs, order records, packaging information, and the condition of the item upon return to determine whether the product meets the requirements of this policy.

If a returned item does not meet the conditions stated in this policy, we may refuse the return or reduce the refund to account for any loss in value, to the extent permitted by applicable law.

If a return is refused, the customer may request that the item be shipped back to them at their own expense.

Damages and Issues

Please inspect your order carefully upon delivery and contact us as soon as possible if your item arrives defective, damaged, or if you receive the wrong item.

Please provide clear photographs of the item, the packaging, and the shipping label when reporting damage or an incorrect item. This information may be required to evaluate the issue and determine the appropriate resolution.

Damage caused after delivery by improper handling, installation, mounting, storage, or use is not considered damage occurring during shipping.

Nothing in this policy limits any statutory rights you may have regarding defective, damaged, or incorrectly supplied products.

Non-Returnable Conditions

In addition to any exclusions required or permitted by applicable law, returns may be refused or subject to a reduction in the refund where permitted by law if the item:

  • Has been installed, mounted, or hung.
  • Has been altered, modified, repaired, or otherwise changed after delivery.
  • Has been damaged through customer handling, installation, storage, or use.
  • Has missing components, accessories, or materials included with the original order.
  • Has been returned in inadequate packaging and has consequently been damaged during return shipping.
  • Shows signs of use or deterioration beyond what is reasonably necessary to inspect the product.
  • Is returned outside the applicable return period.

Exchanges

We do not offer direct exchanges.

The fastest way to ensure you receive the item you want is to return the original item, where eligible, and place a separate order for the new item.

European Union – 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you may have a legal right to cancel your purchase within 14 days of receiving the order, subject to applicable law.

As part of our customer service, we voluntarily extend our return period to 30 days where this policy applies.

The statutory right of withdrawal and any other mandatory consumer rights remain unaffected. If local consumer protection laws provide greater rights than those described in this policy, those rights will prevail.

Shipping Address

It is the customer's responsibility to provide all information required for delivery correctly, including their full name, address, house or apartment number, postal code, city, and any other necessary details.

If an order cannot be delivered because the address provided by the customer is incorrect, incomplete, or incorrectly entered, the store is not responsible for the loss, return, or failure to deliver the package.

In such cases, no refund will be issued, to the extent permitted by applicable law. Any additional costs resulting from an attempted reshipment will be the customer's responsibility.

Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved or rejected.

If approved, the refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at supportretroframe@gmail.com.

Gift Cards

Gift cards are non-refundable, except where required by applicable law.

Worldwide Policy

This Return & Refund Policy applies worldwide.

If the consumer protection laws of your country provide rights that cannot legally be excluded or limited, those rights will apply in addition to this policy.

Nothing in this policy is intended to exclude, restrict, or waive any mandatory consumer rights that apply to your purchase.

For any questions regarding returns or refunds, please contact us at supportretroframe@gmail.com.