Refund policy

Right of Withdrawal & Returns

Our products are produced on demand and fulfilled by WhiteWall. As such, most items sold in our store are personalized and made to order.

Under applicable German and EU distance selling regulations (§ 312g Abs. 2 No. 1 BGB), personalized products are excluded from the right of withdrawal.

Non-Returnable Items (No Right of Withdrawal)

The following items cannot be canceled, returned, or refunded once production has started:

  • All personalized wall art
  • Custom photo prints
  • Fine art prints
  • Acrylic, aluminum, canvas, and other made-to-order photo products

Once an order is placed, it immediately enters production and is therefore final.

Returnable Items (Right of Withdrawal Applies)

Only the following non-personalized products are eligible for withdrawal and return:

  • Gift Certificates (with or without gift box)
  • Sample Sets

These items may be revoked or returned in accordance with applicable consumer protection laws, provided they are unused and returned in their original condition.

Damaged or Defective Items

Despite secure and professional packaging, damage may occasionally occur during transit.

If your order arrives damaged, follow the steps below without exception to ensure a fast resolution:

  1. Accept the delivery, even if the outer packaging appears damaged.
  2. Photograph the damage immediately, including:
    • The damaged product
    • The packaging (inside and outside)
  3. Contact our customer support as soon as possible and provide the photos.

Accepting the shipment and documenting the damage allows us to initiate a replacement without delay.
If a shipment is refused, we must wait for it to be returned to the production facility before any replacement can be processed, which significantly extends resolution time.

Each case is reviewed individually, and where a production or shipping defect is confirmed, we will arrange an appropriate solution, which may include a replacement.

Important Notes

  • Color variations due to screen calibration, material properties, or viewing conditions are not considered defects.
  • Minor tolerances inherent to handcrafted and printed products do not constitute grounds for return.
  • Returns or refunds are not issued for customer errors, including incorrect images, cropping choices, or configuration selections.