Refund policy

RETURNS, CANCELLATIONS AND REFUNDS

You can request a return within 14 days after the last item in your order is delivered. If the final day falls on a weekend or public holiday, the window extends to the next working day. Your statutory rights, including rights relating to defective goods, remain unaffected.

REQUESTING A RETURN

Contact us at niko.w.0804@gmail.com before sending anything back and include your order number. Do not return an item without prior approval. Once your request is accepted, we will provide the valid return address and shipping instructions. Returns sent to Gelato or another production partner will not be accepted.

CONDITIONS AND RETURN SHIPPING

The item must have been handled with care and should be returned in its original packaging where possible. Proof of purchase is required.

For returns that are not caused by a product defect, you are responsible for the direct return shipping costs and for purchasing the return label. WallyFrame does not charge a restocking fee.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order when it arrives. If an item is damaged, defective or incorrect, contact us as soon as possible with your order number, a short description, and photos of the item and its packaging. After review, we will arrange an appropriate solution, such as a free replacement or refund. A return is only required if we specifically request it; we will cover any necessary return shipping costs.

CANCELLATIONS

You can request cancellation of unfulfilled items within 24 hours of placing your order by emailing niko.w.0804@gmail.com. If an item has already been fulfilled or handed to the carrier, the return rules apply instead.

EXCEPTIONS

Where permitted by law, products made to your individual specifications or clearly personalized may be excluded from cancellation or return. Standard, non-personalized WallyFrame prints are not excluded solely because they are produced after the order is placed.

EU RIGHT OF WITHDRAWAL

If your order is delivered to the European Union, you generally have a 14-day statutory right to withdraw from an online purchase without giving a reason. The direct cost of returning the goods is your responsibility unless the item is damaged, defective or incorrect.

REFUNDS

We will notify you once your return has been received and inspected. Approved refunds are issued to the original payment method. For a statutory withdrawal, we also refund the cost of the least expensive standard delivery option where required by law. We may withhold reimbursement until the goods are returned or you provide proof of shipment. Your bank or card provider may need additional processing time.

For questions, contact niko.w.0804@gmail.com.