Return
Order cancellation
You can cancel your order from the time it is placed until it has been prepared for shipment. Once your order has been prepared for shipment, you will receive an email with tracking information, and it will no longer be possible to cancel the order.
If you wish to cancel your order, you can do so by logging into your PlakatKunst account using your email address and order number.
100-day return policy
We offer a 100-day return period on products purchased from PlakatKunst, unless the product has been made or customised specifically according to your requirements.
The return period begins on the day you receive your order. If an order consists of several items delivered separately, the period begins on the day you receive the final item.
If you wish to exercise your right to return an item, you must notify us within the 100-day period. The item must then be returned without undue delay and no later than 14 days after you have notified us of your decision to return it.
Simply refusing delivery or failing to collect a shipment does not constitute a valid return or withdrawal unless you also notify us that you wish to exercise your right to return the order.
Products excluded from the right of return
The right of return does not apply to products that have been made or customised specifically according to your requirements. This includes, in particular:
- Custom-sized frames
- Individually made or cut passepartouts
If you have ordered a standard-sized frame together with an individually made passepartout, the standard frame may be returned, but the passepartout will not be refunded.
Standard-sized frames with an optional glass type may be returned as a complete product, provided that the frame has not been made to custom dimensions.
How to return an item
If you wish to return an item, please register the return through our returns portal. Follow the instructions and select the items you wish to return.
For standard parcel shipments, you will receive a return shipping label to attach to the package, after which the parcel can be handed in at the relevant parcel shop.
Larger shipments requiring freight or pallet transport cannot be handed in at a parcel shop. Once the return has been registered, we will arrange collection from your address.
You may also choose to arrange and pay for the return shipment yourself. If you do so, we strongly recommend using a trackable and insured shipping service.
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Return shipping costs
You are responsible for the direct cost of returning products when you return an order because you have changed your mind.
Return shipping costs vary depending on the destination country, the size and weight of the shipment, and the type of transport required. The applicable return shipping cost will therefore be shown or communicated to you when you register your return through our returns portal.
For standard parcel shipments, we can provide a return shipping label where this service is available. For larger shipments requiring freight or pallet transport, we will provide information about the applicable return cost and arrange collection from your address where available.
If you use a return service provided by PlakatKunst, the applicable return shipping cost will be deducted from the amount refunded to you.
You may also choose to arrange and pay for the return shipment yourself. If you do so, we strongly recommend using a trackable and insured shipping service.
Refund of the original shipping cost – EU customers
If you are a consumer residing in the European Union and return your entire order in accordance with your statutory right of withdrawal, we will also refund the original delivery cost corresponding to the least expensive standard delivery option available when the order was placed. If you selected a more expensive delivery method, any additional cost for that delivery method will not be refunded.
If you return only part of your order, the original delivery cost will not be refunded.
Our 100-day return policy does not limit any mandatory consumer rights you may have under EU or applicable national consumer law.
Refund of the original shipping cost – customers outside the EU
For customers outside the European Union, our 100-day return policy is offered voluntarily by PlakatKunst. If you return an order because you have changed your mind, the original delivery and shipping costs are not refunded, unless mandatory consumer law applicable to your purchase requires otherwise.
You are responsible for the cost of returning the goods to us. If you use a return service provided by PlakatKunst, the applicable return shipping cost will be deducted from your refund.
Nothing in this policy limits any mandatory consumer rights that apply to you under the laws applicable to your purchase.
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Refund of the original shipping cost – EU customers
If you are a consumer residing in the European Union and return your entire order in accordance with your statutory right of withdrawal, we will also refund the original delivery cost corresponding to the least expensive standard delivery option available when the order was placed. If you selected a more expensive delivery method, any additional cost for that delivery method will not be refunded.
If you return only part of your order, the original delivery cost will not be refunded.
Our 100-day return policy does not limit any mandatory consumer rights you may have under EU or applicable national consumer law.
Refund of the original shipping cost – customers outside the EU
For customers outside the European Union, our 100-day return policy is offered voluntarily by PlakatKunst. If you return an order because you have changed your mind, the original delivery and shipping costs are not refunded, unless mandatory consumer law applicable to your purchase requires otherwise.
You are also responsible for the cost of returning the goods to us. If you use our return service, the applicable return shipping charge stated above will be deducted from your refund.
Nothing in this policy limits any mandatory consumer rights that apply to you under the laws applicable to your purchase.
Condition of returned items
You are only responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functionality.
In other words, you may inspect the product in the same way as you would reasonably be able to do in a physical shop, but it must not be put into actual use beyond what is necessary for such inspection.
If the product has been handled beyond this and has consequently lost value, the reduction in value may be deducted from your refund. In exceptional cases, the reduction in value may be so significant that the product no longer has any commercial value.
The product must be packed carefully and securely for return shipping. We strongly recommend reusing the original packaging, including protective cardboard, corner protection and other packaging materials, as picture frames and glass are particularly vulnerable during transport.
You are responsible for ensuring that the product is adequately and securely packaged for the return shipment. If the product is damaged during return transport due to insufficient packaging, this may result in a reduction in value which may be deducted from your refund.
Refunds
When you exercise your right of withdrawal or return, we will refund the amounts to which you are entitled, less the applicable return shipping cost and any reduction in value for which you are responsible.
Refunds will be made without undue delay and, where a statutory right of withdrawal applies, within the time limits required by applicable law. We may withhold the refund until we have received the goods back or you have provided evidence that the goods have been returned, where permitted by applicable law.
Refunds will normally be made using the same payment method used for the original purchase, unless expressly agreed otherwise.
Warranty and complaints
Your purchase is covered by the statutory rights and remedies applicable to defective or non-conforming goods. For consumers in the European Union, this includes the statutory legal guarantee provided under applicable EU and national consumer law.
If you have received a defective or damaged product, please contact us at info@plakatkunst.dk. Please include photos clearly showing the defect or damage, the product and its packaging. In the case of transport damage, we also ask you to include photos of the front and back of the shipping box.
This documentation allows us to process your claim quickly and, where relevant, document the damage to the carrier.
If all or part of the product needs to be returned as part of a valid claim concerning a defective or non-conforming product, PlakatKunst will arrange the return and cover the necessary return shipping costs.
For a valid claim concerning a picture frame or passepartout, we will generally first attempt to remedy the issue or provide a replacement. If this is not possible or appropriate, the claim will be handled in accordance with the consumer laws applicable to the purchase.
Original posters, lithographs and other unique works generally cannot be replaced with an identical item. In the event of a valid claim, we will therefore try to find an appropriate solution. If the defect cannot be remedied, you may, depending on the circumstances and applicable law, be entitled to an appropriate price reduction or to cancel the purchase and receive a refund.
Transport damage
If a shipment shows visible signs of transport damage – for example damaged packaging, broken or cracked glass, or if you can hear that the contents have been damaged – we recommend inspecting the product as soon as possible after delivery.
Please report transport damage to info@plakatkunst.dk as soon as possible after receiving the shipment. Please include photos of the damaged product, the packaging and the shipping box so that we can process the claim and document the damage to the carrier.
Reporting transport damage promptly helps us process the claim, but does not limit any statutory rights you may have.