Last Updated: [24/03/2025]

At kimgromoll.com , we strive to ensure that our customers are completely satisfied with their purchases. If you are not entirely happy with your artwork or experience any issues, please review our refund and return policy below.

1. Eligibility for Returns

We accept returns under the following conditions:

• Timeframe : You may request a return within 14 days of receiving your order. This complies with the European Union’s Consumer Rights Directive, which grants buyers a 14-day cooling-off period for online purchases.
• Condition of Artwork : The artwork must be returned in its original condition, undamaged, and in its original packaging (if applicable). Custom or commissioned artworks are non-returnable unless otherwise agreed upon.
• Proof of Purchase : A valid receipt or order confirmation is required to process your return.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Custom or personalized artworks created specifically for you.
• Artworks that have been altered, damaged, or mishandled by the customer.
• Digital products or downloads (e.g., digital prints or files).

3. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact Us : Email us at kim-gromoll@gmx.de within 14 days of receiving your order. Include your order number, a brief explanation of the issue, and photos of the artwork (if applicable).

2. Approval : Once we approve your return request, we will provide you with a return authorization and instructions on where to send the artwork.

3. Shipping the Artwork : Carefully pack the artwork in its original packaging (or equivalent) and ship it to the address that will be provided upon contact via mail as soon as the return request  is approved.

   • Shipping costs for returning the item are the responsibility of the customer unless the return is due to an error on our part (e.g., incorrect item shipped or damaged during transit).
   • We advise to properly and safely pack the artwork as those can be quite fragile and send it back with the original shipping service provider.  

4. Refunds

Once we receive and inspect the returned artwork, we will notify you of the status of your refund.

• Processing Time : Refunds will be issued within 14 business days after we receive the returned item.
• Refund Method : The refund will be processed using the original payment method. Please note that it may take additional time for your bank or credit card provider to post the refund to your account.

5. Damaged or Defective Items

If your artwork arrives damaged or defective, please contact us immediately at kim-gromoll@gmx.de within 7 days of delivery. Include clear photos of the damage and your order details. If applicable please also provide fotos of the damaged packaging. We will work with you to resolve the issue, which may include a replacement, repair, or refund.

6. Cancellations

If you wish to cancel your order before it has been shipped, please contact us as soon as possible. Once the order has been shipped, it cannot be canceled, but you may return it according to the return policy above.

7. Questions or Concerns

If you have any questions or concerns about our refund and return policy, please don’t hesitate to contact us:

• Email : kim-gromoll@gmx.de

We value your satisfaction and are committed to resolving any issues promptly and fairly.