Return
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. For customers in the European Union, the first 14 days correspond to the statutory right of withdrawal, and PlakatKunst voluntarily extends this period to a total of 100 days on the same terms.
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
- Passepartouts made to your selected dimensions
If you have ordered a standard-sized frame together with a custom-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 your return through our returns portal or directly through your PlakatKunst account, using your email address and order number. Follow the instructions and select the items you wish to return.
For standard parcel shipments, we may be able to provide a return shipping label through one of our shipping partners, depending on the country and the type of shipment. Where a PlakatKunst return label is available, the applicable return shipping cost will be shown or communicated to you when you register your return.
Frames larger than 70 × 100 cm that were delivered to your address by a freight carrier, as well as goods delivered on a pallet, are not covered by our return shipping service. If you wish to return such goods, you must arrange and pay for the return transport to PlakatKunst yourself. PlakatKunst does not provide a return label, arrange collection or otherwise book the return transport for these shipments.
You may also choose to arrange the return shipment yourself for products that can normally be returned as a standard parcel. If you do so, we strongly recommend using a trackable and adequately insured shipping service.
You are responsible for the goods during return transport until they have been received by PlakatKunst.
Return shipping costs
You are responsible for the direct cost of returning products when you return an order because you have changed your mind.
For standard parcel shipments, the return shipping cost depends on the country, parcel size and weight, and the carrier used. Where we are able to provide a return label, the applicable price will be shown or communicated to you when you register your return. If you use a return service provided by PlakatKunst, the return shipping cost will be deducted from the amount refunded to you.
For frames larger than 70 × 100 cm that were delivered by a freight carrier, and for goods delivered on a pallet, you must arrange and pay for the return transport to PlakatKunst yourself. Return costs for such shipments can vary considerably depending on the country of origin, collection address, dimensions and weight of the shipment, and the carrier selected by you, and may be substantial.
For customers in the European Union, where goods by their nature cannot normally be returned as a standard parcel, information about the estimated maximum return cost applicable to the relevant shipment and destination will be provided before purchase in accordance with applicable consumer law.
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 than our least expensive standard delivery option, the additional cost 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 arranging and paying for the return of the goods to PlakatKunst. Where we are able to provide a return label for a standard parcel, the applicable return shipping cost will be deducted from your refund. For freight and pallet shipments, you must arrange and pay for the return transport yourself. Return costs for large, oversized or palletised shipments may be substantial.
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.
Defective products and transport damage
If you have received a defective, damaged or non-conforming product, different rules apply. Please see our Warranty, complaints and transport damage page for information about claims, remedies and transport damage.