Refund policy

Refund Policy

Because each artwork is custom made with love, all sales are final. We do not accept returns or offer refunds for change of mind, preference, sizing, color variation, or other non-defect related reasons.

We want you to feel confident in your purchase. Please review all product descriptions, dimensions, materials, images, and details carefully before placing your order. If you have any questions about a piece, its finish, scale, or shipping, please contact us at info@raiffe.com before purchasing, we are happy to help.

Damages, Defects, and Incorrect Orders

Please inspect your order promptly upon delivery. If your item arrives damaged, has a manufacturing defect, or differs from the item you ordered, contact us at info@raiffe.com within 48 hours of delivery so that we can review the issue and work toward an appropriate resolution.

To help us process a claim, please include:

  • Your order number

  • A brief description of the issue

  • Clear photographs of the item

  • Clear photographs of all original packaging, including the shipping box, labels, and any visible damage

For items damaged in transit, photographs of the packaging are required for shipping-insurance claims. Without this documentation, the carrier may be unable to approve a claim, which can limit our ability to provide a replacement or refund.

If a claim is approved, we may offer a repair, replacement, store credit, or refund, depending on the nature of the issue and the availability of the artwork. We reserve the right to request that the item be returned before a refund or replacement is issued. Return instructions will be provided if applicable.

Non-Returnable Items

The following are not eligible for return, refund, or exchange except where an item is confirmed to be damaged in transit, defective, or incorrect:

  • Made-to-order, custom, personalized, or commissioned artwork

  • Artwork that has been installed, altered, handled improperly, or damaged after delivery

  • Items returned without prior authorization

  • Items with damage unrelated to shipping or a verified manufacturing defect

Please note that slight variations in color, texture, finish, grain, brushwork, or material are inherent to handmade and custom work. These characteristics are part of the unique nature of each piece and are not considered defects.

Exchanges

Because each piece is custom-made, we generally do not offer exchanges. If you are interested in a different piece, please contact us and we will do our best to assist. Any new artwork must be purchased as a separate order.

European Union Orders

For orders shipped to the European Union, customers may have a statutory 14-day right to cancel or return an eligible purchase, subject to applicable law.

Please note that the right of withdrawal may not apply to goods made to the customer’s specifications or clearly personalized goods, including custom or made-to-order artwork. If an eligible item is returned, it must be unused, undamaged, in its original condition and packaging, and accompanied by proof of purchase.

Where a return is permitted, the customer is responsible for return shipping costs, applicable VAT, duties, taxes, and any other fees associated with the return, unless the item is defective, damaged in transit, or incorrect.

Refunds

If a return or claim is approved, we will notify you by email after the item has been received and inspected, when applicable. Approved refunds will be issued to the original payment method within 10 business days.

Your bank or credit-card provider may require additional time to process and post the refund. If more than 15 business days have passed since you received confirmation that your refund was approved, please contact us at info@raiffe.com.