Return & Replacement Policy

For damage caused in transit, please review our Shipping Policy section “Damage in Shipping”.

All custom products are made to order. For this reason, returns or exchanges are not generally accepted. Only exceptional circumstances may be considered for a return, replacement, or refund, such as when an item is found to be defective due to a manufacturing fault.

Important notice:

Please review our information regarding color reproduction on computer monitors. All items are produced according to your specifications, and we do not accept returns or exchanges due to dissatisfaction with the colors selected.

All claims must be submitted within 7 business days of receipt of the order. Customers may be required to provide photographs for evaluation by our Product Department, which has sole discretion in approving any return or exchange.

If a claim is preliminarily approved, a Return Authorization (RA#) number and return address will be issued.

Do not return any merchandise without a Return Authorization (RA#).

Once a Return Authorization (RA#) has been issued, the following conditions must be met:

  • Items must be returned within 15 days of the RA# issuance date.
  • The product must be returned in its original condition and original packaging.
  • All original invoices and receipts must be included.
  • The RA# must be clearly marked on the outside of the return package.
  • The return shipment must be properly packaged and insured. Return shipping costs are the responsibility of the customer and will be refunded only after the item has been inspected and approved for replacement.

Please note:

  • Returns will not be accepted if the item is not received within 30 days of the RA# issuance date.
  • Customers must retain shipping documentation as proof of return shipment. We are not responsible for items lost or damaged during return shipping if sent without insurance or tracking. Credit will only be issued for items physically received at our warehouse.
  • Claims will not be accepted for items that are improperly packaged or insufficiently protected.
  • Unauthorized returns will be refused or returned to the sender at the customer’s expense.
  • Upon receipt, all returned items will be inspected. Approval of a replacement is granted solely at our discretion.
  • Items that are washed, used, soiled, or damaged after delivery will not be eligible for refund or replacement.

Replacement

Upon approval, we will refund the return shipping charges and arrange for a replacement shipment at no additional shipping cost. Any approved refund amount will be credited to the original form of payment.

Please allow 1–2 billing cycles for the credit to appear on your account statement.

Refund

If a product cannot be repaired or replaced, a refund will be issued for the full purchase price of the merchandise, including original shipping charges. Refunds will be credited to the original payment method. For customers outside the eurozone, refunds will be processed using the exchange rate in effect at the time of purchase.

If the product is determined not to be defective, and no error is attributable to our actions or omissions, refund or replacement requests will not be approved.

In the event of loss or delivery delay, please refer to our Shipping Policy.