Return Policy
Last updated: August 22, 2026
Elbé wants every customer to be satisfied with their purchase. This policy describes the terms and conditions applicable to returns, exchanges, cancellations, and refunds.
It does not limit the warranties or remedies provided by applicable laws.
1. Products Eligible for Return
A return request may be made within 14 days of receipt:
an original, non-personalized work;
a reproduction;
a non-personalized artistic or printed product.
To be accepted, the product must:
be unused and unaltered;
be returned in its original condition;
be accompanied by its protective packaging and accessories;
show no damage attributable to the customer;
be shipped within 7 days of receiving return authorization.
Before shipping a product, the customer must email atelier.elbe@gmail.com, providing their order number and the reason for the return.
No returns may be sent without prior authorization.
2. Return Shipping Costs
When a return is due to a change of mind, a sizing error, or a personal preference, the customer is responsible for the costs and risks associated with return shipping.
Original artworks must be returned via a tracked shipping service, insured for their full value, and in packaging that provides protection equivalent to that used for the initial delivery.
Initial shipping costs are normally non-refundable, except when an error is attributable to Elbé, the product is defective, or the law requires it.
3. Damaged, Defective, or Incorrect Products
The customer must inspect the package upon receipt.
If a product is damaged during shipping, defective, or different from the one ordered, the customer must contact Elbé as soon as possible, ideally within 48 hours of delivery.
The message must include:
the order number;
a description of the problem;
photographs of the product;
photos of the packaging and the shipping label.
The customer must keep the product and its packaging until Elbé instructs them on how to proceed.
Once Elbé confirms the issue, it will cover reasonable return shipping costs and, depending on the situation, offer a repair, replacement, exchange, or refund.
The recommended 48-hour timeframe facilitates claims with the carrier but does not affect the consumer’s legal rights.
4. Non-Returnable Products
Except in cases of defects, errors on Elbé’s part, or where the law provides otherwise, the following items cannot be returned:
custom orders;
commissioned works;
personalized products;
digital products that have already been delivered or downloaded;
gift cards;
artistic services already performed;
items clearly identified as final sale prior to purchase.
Specific terms and conditions for a custom order, mural, collaboration, or workshop may be outlined in a separate quote or contract.
5. Exchanges
Exchanges are permitted for eligible products, subject to availability.
If the new product costs more, the customer must pay the difference. If it costs less, the difference will be refunded via the original payment method.
Shipping costs associated with an exchange requested for personal convenience are the customer’s responsibility.
6. Refunds
After receiving and inspecting the return, Elbé will notify the customer whether the refund has been approved or denied.
An approved refund will be issued via the original payment method. It may take additional time for the financial institution to process the refund.
Elbé may deduct from the refund any loss in value caused by excessive handling, inadequate packaging, or damage attributable to the customer, where permitted by law.
7. Cancellation Before Shipping
To request cancellation of an order that has not yet been shipped, the customer must contact atelier.elbe@gmail.com promptly.
Elbé will attempt to halt preparation or shipment, but cannot guarantee that an order that has already been processed can be canceled.
Custom orders are subject to the terms and conditions agreed upon in their quote or contract.
8. Online Purchases and Rights Under the Law
Certain situations provided for under the Consumer Protection Act allow for the cancellation of an online purchase, particularly when the merchant fails to meet its obligations regarding information, contract delivery, or shipment.
These rights apply regardless of this policy.
9. Return Address
The return address will be provided once the request has been approved.
Do not return any product to an address found online or on an old label without first obtaining confirmation.
10. Contact Us
To request a return, report a problem, or ask a question: