Return & Refund Policy
REFUND POLICY
We want you to be 100% satisfied with your order. If your product arrives damaged, defective, or significantly different from the description, don’t worry — simply email us at [email protected] and our team will resolve the issue with a replacement or refund.
Refunds will NOT be issued in the following cases:
- Incorrect shipping address or customer unavailability at the time of delivery.
- Lost or stolen packages after confirmed delivery by carrier (USPS, DHL, etc.).
- Customer refusal to accept delivery.
- Concerns about size or color differences. Please consult the size chart on the product page before purchasing.
Refund requests must be made within 15 days from the delivery date. After this period, refund or exchange will not be accepted.
RETURN POLICY
We accept returns and issue refunds in the following scenarios:
- Blurry or pixelated artwork/photographs.
- Low contrast or distorted colors in printing.
- Important image elements are cut off or printed incorrectly.
Visual Examples:
Please Note: Our items are made-to-order. Refunds will only be considered in cases where the product:
- Is significantly different from the advertised item.
- Does not match the product you ordered (wrong design, wrong item).
Small variations in color may occur due to studio lighting or monitor settings and are not grounds for refunds.
In the case of major product issues, we may provide a refund or replacement. You are not required to return the item unless requested.
To request a refund or replacement, contact our Customer Support Team with:
- Your Order Number
- Photos or videos of the defective item
- Full shipping address
- Your phone number
Once your return is received and inspected, we will notify you via email whether your request is approved or rejected. If approved, your refund will be processed to your original payment method within a few business days.
Important: If you return your order without contacting us first or without meeting our policy criteria, the refund will not be issued.
Sale items are final and non-refundable.
Customers are responsible for return shipping costs.
FOR CUSTOMERS IN FRANCE 🇫🇷 AND GERMANY 🇩🇪
This Refund & Return Policy applies equally to customers in France and Germany. You still have the right to receive a product that meets legal and quality standards. If your item is defective, you are entitled to a repair, replacement, or refund as per EU consumer rights.
We encourage you to initiate any complaint within 15 days of receiving your item to ensure prompt resolution.
CHANGE OR CANCEL ORDER
If you need to modify or cancel your order, please contact us within 6 hours after placing your order. After this time, the order is locked for processing and can no longer be changed.
FINAL NOTE
By placing an order, you acknowledge and agree to this policy.
Thank you,
CharterHall Mortuim5store Support Team
