Return Policy
HOW TO RETURN YOUR ORDER
We offer a 14-day return policy for our art prints, original artworks, accessories, and other items sold through our online store. If you are not satisfied with your purchase or have changed your mind, you can request a return within 14 days of receiving your order.
If you created an account during checkout, you can initiate your return directly from the My Orders section. If you ordered as a guest, contact us via our Contact Us page or email us at central@u3faktory.com. Include your order number, details about the product(s) you want to return (name and size), reason for return, and a phone number for courier scheduling. Returns sent without prior approval will not be accepted.
HOW TO PACK YOUR RETURN
Pack the items you want to return as closely as possible to how they originally arrived, using the original box. A different box should only be used if the original one is too damaged to reuse — in that case, the replacement must be similar in size and strength. In particular, regarding Originals, in any case and in any condition, the wooden box must be returned together with the artwork. We reserve the right to refuse any returns, that do not fulfil these criteria.
Place the craft paper from the original box carefully around the products to isolate them from the box’s walls. In the case of Paper Prints, pay special attention to the edges so they don’t get bent or damaged. Avoid pressing rolled prints too tightly.
The items should be snugly placed in the center of the package, with craft paper surrounding them to prevent movement during shipping and to protect them from direct contact with the box walls.
If reusing a box, remember to remove old shipping labels and seal it with strong tape.
RETURN PERIOD AND PROCESS
Once your return request is accepted, you have 14 days to ship your order back to us. All returns are at your own risk and expense (return shipping costs is to be paid by you).
REFUNDS FOR RETURNED PRODUCTS
If your return request is approved, you’ll receive a return shipping label and instructions. Once your items arrive and pass inspection, we’ll notify you and issue your refund. You’ll be reimbursed the product price and original shipping fee (up to the standard delivery cost). The return shipping cost will be deducted from the total refund. Return shipping costs are calculated using the lowest available rate for your area.
We process all refunds via the original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process the refund on their end.
If it’s been more than 15 business days since your return was approved and you haven’t received the funds, please contact us.
NON-REFUNDABLE CUSTOM PRINTS
Please note that custom-sized or personalized art prints are non-refundable, as they are made specifically for your order and cannot be resold.
DAMAGED AND INCORRECT ORDERS
If you received the wrong item, or your package arrived damaged, contact us right away at central@u3faktory.com. Provide your order number, and include clear photos of the incorrect or damaged item, the packaging, and the shipping label. We will replace or resend the correct item at no additional cost.
INCOMPLETE ORDERS
If an item is missing from your order, email us with your order number and photos of the package. We’ll help resolve the issue quickly and send any missing items as soon as possible.
EXCHANGES
If you want to exchange an item, we recommend placing a new order for the desired product and returning the original item for a refund. This ensures the fastest service and product availability.
WRONG OR INCOMPLETE ADDRESS
If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery costs to re-deliver your order to a corrected address. We are not responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.
WHAT IF I REFUSE THE DELIVERY OF MY ORDER?
If you refuse the delivery of your order, unfortunately, that does not mean the package will be returned to us automatically. Instead, the package might be destroyed. It is the customer's full responsibility and we cannot offer refunds for refused deliveries that have been destroyed.
CANCELLING AN ORDER
Orders can be canceled before they are marked as Ready for Shipment. After that stage, they are already processed and booked with the courier, and cannot be stopped. You can cancel your order via My Orders (for account holders) or if you ordered as a guest, contact us with your order number via our Contact Us page or via email at central@u3faktory.com
NEED HELP WITH RETURNS?
If you have any questions about returns, refunds, or replacements, you can reach us through the Contact Us page or email us at central@u3faktory.com. We’re here to help and ensure a smooth return experience.