Refund Policy
Effective Date: January 2024
At Kraftwerk Studio Berlin, we strive to ensure that you are completely satisfied with your artwork purchase. However, if for any reason you are not fully satisfied, we offer a Refund Policy to provide peace of mind when shopping with us.
Please carefully read the following terms and conditions regarding refunds and returns.
1. Return and Refund Eligibility
We accept returns and provide refunds under the following conditions:
- The product must be in its original condition: This includes the product being unused, undamaged, and in the same condition in which it was received.
- The request must be made within 7 days of receiving the product. If the item has been in your possession for longer than this period, we will not be able to process a return or refund.
1.1 Exclusions to the Refund Policy
- Custom or personalized items are not eligible for a return or refund unless they are defective or damaged upon arrival.
- Sale items or discounted products may be subject to different return conditions (please check the product listing for any specific exclusions).
- Shipping fees are non-refundable unless the return is due to a mistake on our part (e.g., sending the wrong item, damaged item).
2. How to Request a Return or Refund
To initiate a return or refund, please follow these steps:
- Contact Us: Send an email to support@kraftwerk-studio.com with your order number and the reason for the return. Please include clear photographs of the artwork and packaging if the item is damaged.
- Approval and Return Instructions: Once we receive your request, we will provide you with instructions for returning the artwork and a Return Merchandise Authorization (RMA) if applicable. Please note that we may require the item to be returned in its original packaging.
- Return Shipping: Customers are responsible for the return shipping costs unless the item is damaged or defective. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value to ensure that the item reaches us safely.
- Refund Processing: Once we receive the returned artwork and inspect it for damage or condition issues, we will issue your refund to the original payment method. Refunds may take up to 30 days to process after receiving the returned item.
3. Damaged or Defective Items
If your order arrives damaged or defective, we are happy to provide a full refund or send you a replacement. To qualify for a refund or replacement, please:
- Contact us within 7 days of receiving the damaged or defective item.
- Provide photographic evidence of the damage or defect, including the packaging, so we can process your claim efficiently.
- We will arrange for the return shipping of the damaged item at no cost to you.
Once we confirm the damage or defect, we will either:
- Offer you a full refund, including the cost of return shipping, or
- Send you a replacement at no additional cost.
4. Refund Process
Refunds will be issued to the original payment method used for the purchase. Please note the following:
- Processing time: Refunds may take up to 10-15 business days to appear on your account, depending on your payment provider.
- Partial Refunds: If an item is returned in a condition that is not in line with our return policy (e.g., damaged due to buyer mishandling), we reserve the right to issue a partial refund based on the condition of the artwork.
- Original shipping fees: Shipping costs are not refundable unless the return is due to our error (e.g., incorrect or damaged item).
5. Non-Returnable Items
The following items cannot be returned or refunded:
- Custom or made-to-order products.
- Gift cards or certificates.
6. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, you must return the original item and place a new order for the desired product.
7. Cancellations
You may cancel your order before it has been shipped. If your order has not yet been processed or shipped, please contact us immediately at support@kraftwerk-studio.com to request a cancellation. If the order has already been shipped, please refer to our return process.
8. Contact Us
If you have any questions or need assistance with your return or refund request, please do not hesitate to contact us:
Kraftwerk Studio
Email: support@kraftwerk-studio.com
Website: www.kraftwerk-studio.com