RETURN AND REFUND POLICY
– Unique handmade items
Returns and refunds are accepted only for original items such as handmade drawings or paintings EXCEPT handmade drawings of the “personal order” type
To make a return, you must present us with a receipt or proof of purchase. The item being returned must be undamaged and returned in the same condition that you received it. It must also be returned in the original packaging.
Once your returned item is received and inspected, we will send you an email to notify you that we have received it. We will also notify you of the approval or rejection of your refund.
If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Late or missing refunds (if applicable)
If you haven’t received your refund yet, first check your bank account again.
Next, contact your credit card company, it may take some time before your refund is officially posted.
Finally, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of these steps and you still have not received your refund yet, please contact us at contact@clemaiz.com
– Made to Order – Printed on Demand
For Made to Order items, we currently do not support returns as the products you order are customised and made specifically for each order. If you wish to place a new order, you will be responsible for the cost of this.
If you are not satisfied with the quality of the products received, please contact us within 14 days of receiving the item and we will do our best to investigate and find a solution, in collaboration with our supplier.
If your complaint is validated following the investigation carried out by a quality assurance team, we will be happy to send you a replacement order free of charge as soon as possible.
For refunds on Made to Order items, we prefer to resolve the issues and send a replacement order to ensure your satisfaction
QUALITY GUARANTE
Colour Consistency:
Our producer uses the same printing machines, paper types and working processes at all of its printing partners in order to minimise colour variations. However, printing is a chemical process and it is impossible to achieve a 100% consistent result. Many factors influence the colour, consistency and final result: machine type, machine settings, paper types, room humidity, date of last machine cleaning, to name a few. Colour variations that may occur due to the reasons mentioned above are within acceptable tolerance levels and are not covered by our quality guarantee.
Defective or damaged products:
You have received a defective or damaged order, with, for example, damage to the delivered products, errors in the number or quantity of the delivered products, or a quality defect in the delivered product not caused by a quality defect in the content that you or your customer provided. In this case, if you wish to submit a new order, please contact us so that we can cover the costs of the new order.
Wrong postal address:
If you provide an address that is deemed insufficient by the delivery service, the package will be returned to us and it will be destroyed appropriately. If you wish to submit a new order with an updated address, the costs of the new order will be your responsibility.
Refused by the recipient:
If you refuse the package at the time of delivery, the package will be returned to us and it will be destroyed appropriately. If you wish to submit a new order with an updated address, the costs of the new order will be your responsibility.
Unclaimed:
If you are unable to receive your order at the address provided, packages can be collected at the local post office or carrier’s collection point. Packages that are not claimed may be returned to sender. In this case, please place a new order and contact us so that we can report the issue and arrange for the product to be refunded for the new order (you will still have to pay the shipping costs).
Additional information
Our producer’s return policy is available here.