Returns & Refund Policy

Last updated: August 23, 2026

At ArtTheFrame, we want you to be happy with your purchase. If your artwork isn't the right fit for your home, we offer a 30-day return policy for eligible products delivered within Austria.

This policy explains how returns, refunds, damaged products, and cancellations are handled.

1. 30-Day Returns

You may request a return within 30 days of receiving your order.

To qualify for our voluntary 30-day return policy, the product must:

• Be unused and in its original condition.
• Be returned with all original packaging and accessories, where applicable.
• Not have been damaged, altered, washed, modified, or excessively handled.
• Be securely packaged to prevent damage during return shipping.

Please contact us before sending any product back. We will provide you with the return instructions and the appropriate return address.

2. How to Request a Return

To start a return, please contact us within 30 days of receiving your order.

Please include:

• Your full name
• Order number
• Email address used for the purchase
• Product you wish to return
• Reason for the return

After receiving your request, we will provide you with instructions for returning your order.

Please do not send a return to an address other than the return address provided by our customer service team.

3. Return Shipping Costs

For returns made under our voluntary 30-day return policy because you have changed your mind or no longer want the product, the customer is responsible for the return shipping costs, unless we state otherwise.

If the product is defective, damaged upon arrival, or you received an incorrect product, please contact us before returning it. We will assess the issue and provide an appropriate solution in accordance with applicable consumer law.

4. Refunds

Once your returned product has been received and inspected, we will notify you whether your return has been approved.

If approved, the refund will be issued to the original payment method used for the purchase.

The refund amount will be processed in accordance with applicable law and the terms of this policy.

Please note that the time required for the refunded amount to appear in your bank account or payment account may depend on your payment provider.

5. Damaged, Defective or Incorrect Products

We carefully prepare every order for shipment. If your order arrives damaged, defective, or you receive a product that is different from what you ordered, please contact us as soon as possible.

Please provide:

• Your order number
• A description of the problem
• Clear photographs of the product
• Clear photographs of the packaging, if the package was damaged

Do not dispose of the damaged product or packaging until we have reviewed your case.

We will work with you to provide an appropriate solution in accordance with your statutory consumer rights.

6. Personalised and Made-to-Order Products

Some ArtTheFrame products may be created or prepared specifically according to your individual specifications or personalised at your request.

Where permitted by applicable Austrian and EU consumer law, personalised or clearly made-to-order products may be excluded from the statutory right of withdrawal.

If a particular product is subject to such an exception, this information will be communicated before you complete your purchase.

7. Statutory Right of Withdrawal

Our 30-day return policy is a voluntary additional return policy and does not limit your statutory consumer rights.

For eligible online purchases, consumers in the European Union generally have a 14-day statutory right of withdrawal, subject to applicable legal exceptions.

The statutory withdrawal period and the voluntary 30-day return period are separate rights and may have different conditions.

Nothing in this policy excludes or limits any rights that cannot legally be excluded or limited under applicable Austrian or European Union consumer law.

8. Product Condition and Reduced Value

Customers are entitled to inspect products as reasonably necessary to determine their nature, characteristics, and functioning.

However, where permitted by applicable law, you may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the product.

Please handle artwork carefully and keep the original packaging until you have decided whether you wish to keep the product.

9. Exchanges

We do not automatically provide direct exchanges.

If you would like a different artwork, size, or product, please contact our customer service team. Depending on the circumstances, you may return the original product and place a new order.

Statutory consumer rights remain unaffected.

10. Refund Exceptions

A refund may be delayed until we receive the returned product or you provide appropriate evidence that the product has been sent back, whichever occurs first, where permitted by applicable law.

Products returned outside the applicable return period or in a condition that does not meet the requirements of this policy may not qualify for our voluntary 30-day return policy.

This does not affect mandatory statutory consumer rights.

11. Returns Within Austria

Our online store currently accepts orders only for delivery within Austria.

This return policy applies to products purchased through ArtTheFrame and delivered within Austria.

12. Contact Us

If you have questions about a return, refund, damaged order, or cancellation, please contact us:

ArtTheFrame
Email: Support@arttheframe.com
Phone: +4315222330
Business Address: Schottenfeldgasse 19, Wien, 1070, Austria

Please include your order number whenever contacting us about an existing order.

13. Policy Updates

We may update this Returns & Refund Policy from time to time. The latest version will always be published on this page with the applicable update date.

Any changes will not affect statutory consumer rights that apply to purchases already made.

ArtTheFrame
Austria