Refund & Returns Policy
Last Updated: September 21, 2026
At ArtTheFrame, we want you to be satisfied with your purchase. We offer returns on eligible products subject to the conditions and timeframes described below.
Because our store carries a variety of products, including artwork, home goods, e-bikes, golf equipment, and other products, return requirements may vary depending on the product category.
1. General Return Policy
Unless a product listing specifically states otherwise, you may request a return within 30 days of delivery.
To be eligible for a return:
- The item must be in its original condition.
- The item must be unused and undamaged.
- The item should include all original packaging, accessories, manuals, parts, tags, and documentation.
- The product must not show signs of use, installation, modification, or abuse.
- You must provide your order number or other proof of purchase.
Items that are returned outside the applicable return period or that do not meet the return requirements may be refused or may be subject to a deduction from the refund.
2. E-Bike Returns
Because e-bikes contain electrical components, batteries, motors, and other specialized parts, additional return requirements apply.
E-bike return period
E-bikes must generally be requested for return within 14 days of delivery, unless the applicable product listing states a different return period.
For an e-bike to qualify for a return:
- The e-bike must be unused or only minimally inspected.
- It must not have been ridden on roads, trails, or other surfaces.
- The odometer/mileage must not show usage beyond what is reasonably necessary for inspection.
- The battery must not have been damaged, modified, opened, or improperly handled.
- The motor, electrical system, frame, tires, brakes, display, controls, and other components must be in their original condition.
- All original accessories, chargers, keys, manuals, tools, packaging, and other included items must be returned.
- The e-bike must not have been modified or customized.
Please do not ship an e-bike or lithium-ion battery back to us without receiving return instructions first. Special transportation and packaging requirements may apply to batteries and e-bikes.
E-bike damage or defects
If your e-bike arrives damaged, defective, or with missing parts, contact us as soon as possible and preferably within 48 hours of delivery.
Please provide:
- Your order number
- Photos of the shipping box
- Photos of the product
- Photos of any visible damage
- A description of the problem
We will review the issue and determine whether the appropriate resolution is repair, replacement parts, replacement, warranty service, or a refund.
Manufacturer warranties, when applicable, are separate from our return policy and may be handled directly by the manufacturer according to its warranty terms.
3. Golf Products and Equipment
Golf products may include clubs, golf bags, carts, rangefinders, accessories, training equipment, and other golf-related merchandise.
Unless otherwise stated on the product page, eligible golf products may be returned within 30 days of delivery.
Golf equipment must be:
- Unused or in new condition.
- Free from marks, scratches, dirt, damage, or signs of play.
- Returned with all original accessories and packaging.
- Returned with all included manuals, covers, tools, tags, and components.
Golf clubs or equipment that have been used on a course, driving range, or otherwise show signs of use may not qualify for a standard return.
Customized, personalized, engraved, fitted, or specially configured golf products may be non-returnable unless they arrive damaged, defective, or incorrect.
4. Artwork, Home Goods, and Other Products
Eligible artwork, decorative products, home goods, and other merchandise may generally be returned within 30 days of delivery, provided they are unused and returned in their original condition.
Some products may have product-specific return conditions. Always check the individual product listing before purchasing.
5. Damaged Items
Please inspect your package when it arrives.
If an item arrives damaged, contact us as soon as possible with photographs of:
- The shipping box from all relevant sides.
- The shipping label.
- The internal packaging.
- The damaged product.
- Any other visible damage.
Do not dispose of the original packaging until we have reviewed the claim.
For items damaged during shipping, we may request photographs and other information required by the shipping carrier or manufacturer before determining the appropriate resolution.
6. Wrong or Missing Item
If you receive an incorrect product or an item is missing from your order, contact us as soon as possible.
Please provide your order number and photographs of the items received and the packaging. We will investigate and, when appropriate, arrange for the correct product to be shipped or provide another appropriate resolution.
7. Items That Cannot Be Returned
Certain products may not be eligible for return, including:
- Used or damaged products.
- Products damaged through misuse, neglect, accidents, or improper installation.
- Products that have been modified or altered.
- Personalized or customized products, unless defective or incorrectly supplied.
- Products specifically identified as non-returnable on their product page.
- Products missing essential components, accessories, or original packaging.
- E-bikes that have been ridden or materially used.
- Products that cannot safely be returned because of their condition.
Product-specific exclusions displayed on the product page will apply to that product.
8. Return Shipping
For a return due to change of mind, ordering the wrong item, or no longer wanting the product, the customer may be responsible for return shipping costs.
For products that are returned because we sent the wrong item, or when an item is confirmed to have arrived defective or damaged, we will work with the customer to determine the appropriate return shipping arrangement.
Because e-bikes, golf carts, large equipment, and other oversized products may require specialized or freight transportation, return shipping arrangements for these products must be approved by ArtTheFrame before the product is shipped back.
Do not send an oversized product or e-bike to a return address without receiving authorization and instructions from us.
9. Restocking Fees
Some products, particularly oversized, specialty, customized, or high-value products, may be subject to a restocking fee where this is clearly stated on the applicable product page or disclosed before purchase.
Any applicable restocking fee will be communicated before the return is finalized.
No restocking fee will be charged for an item returned because we shipped the wrong product or where the item is confirmed to have arrived defective or damaged, subject to applicable law.
10. Refunds
Once an approved return is received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will generally be issued to the original payment method.
Depending on your payment provider or financial institution, it may take additional time for the refunded amount to appear in your account.
Refunds normally cover the eligible purchase amount. Original shipping charges may not be refundable when the return is due to customer preference or a change of mind.
Where applicable law requires a refund or other remedy, nothing in this policy limits those rights.
11. Exchanges
If an eligible product needs to be exchanged, please contact us before sending the product back.
Exchanges are subject to product availability. If the requested replacement is unavailable, we may provide another appropriate resolution.
12. Order Cancellations
If you need to cancel an order, contact us as soon as possible.
We will make reasonable efforts to cancel an order before it is processed or shipped. Once an order has been shipped, it may no longer be possible to cancel it and the standard return policy may apply.
For products with special-order, customized, oversized, freight, or manufacturer-fulfilled arrangements, cancellation restrictions may apply.
13. Manufacturer Warranties
Some products may include a manufacturer’s warranty.
A manufacturer’s warranty is provided by the applicable manufacturer and may have separate terms, exclusions, registration requirements, and claim procedures.
The availability and duration of a manufacturer’s warranty will depend on the specific product and manufacturer. Customers should review the warranty information provided with the product or on the applicable product page.
A manufacturer’s warranty does not automatically create a right to return a product to ArtTheFrame outside our stated return period.
14. How to Request a Return
To request a return, please contact our customer service team with:
- Your full name
- Order number
- Product name
- Reason for the return
- Photos or videos when applicable
- Any relevant information about damage or defects
Please wait for return authorization and instructions before shipping the product.
Returns sent without prior authorization may experience delays or may not be accepted.
15. Important Notice for E-Bikes and Batteries
E-bikes and lithium-ion batteries require appropriate handling and transportation.
Customers should not independently ship an e-bike battery or lithium-ion battery without following the applicable carrier and packaging requirements and our return instructions.
If you need to return an e-bike or battery-containing product, contact us first so we can provide the appropriate return instructions.
16. Policy Changes
ArtTheFrame may update this Refund & Returns Policy from time to time. The policy in effect at the time of your purchase will generally apply, subject to applicable law.
17. Contact Us
If you have questions about a return, refund, damaged product, e-bike, golf equipment, or another order, please contact ArtTheFrame through the contact information provided on our website.
We are committed to handling return and refund requests fairly and providing clear information about the process.If you have questions about a return, refund, damaged order, or cancellation, please contact us:
ArtTheFrame LLC USA
USA CUSTOMERS SUPPORT
CALL: +1 6096916280
Business Address United States: 23 Roosevelt Ave, Suite 12, Somerset NJ 08873
Email: support@arttheframe.com
Phone: +43 1 522 2330
Business Address: Schottenfeldgasse 19, 1070 Vienna, Austria
Customer Support
For faster assistance, please include your order number and a brief description of your question when contacting us about an existing order.
We aim to provide clear, helpful, and timely customer service to every customer.