Refund policy

RETURN & REFUND POLICY

GRAVERRA operates on a made-to-order model. Unlike traditional retail, we do not hold stock in a warehouse. Every piece—whether Acrylic, Aluminum, Canvas, or Paper—is crafted individually based on your specific selection of design, size, and material.

Because each item is custom-commissioned for you, we do not offer returns or exchanges for change of mind or incorrect size selection.

Please ensure you have measured your space correctly before confirming your order.

THE QUALITY GUARANTEE (Damages & Defects)

While we do not accept returns for personal preference, we stand behind the quality of our craftsmanship 100%. If your order arrives damaged, defective, or incorrect, we will replace it at no cost to you.

We offer a free replacement or full refund if:

  • The artwork arrives broken or damaged in transit.

  • There is a visible print defect or quality issue.

  • You received the wrong size or design.

How to Request a Replacement:

  1. Please inspect your order upon arrival.

  2. Email: contact@graverra.com within 7 days of delivery.

  3. Include your Order Number and clear photos of the damage (including the packaging, if possible).

In the rare event that we require the damaged item to be shipped back to us before issuing a replacement or refund, Graverra will provide a free, pre-paid return shipping label. There is no cost to the customer for returning defective items. All authorized returns must be sent to our registered facility at: Graverra, Steenweg Op Gierle 194, Turnhout, Antwerp 2300, Belgium.

CANCELLATIONS

Our production system is automated to ensure fast global delivery. Once an order is placed, it is routed to our nearest facility (USA, UK, EU, or AU) and production begins almost immediately.

  • You may request a cancellation within 1 hour of purchase.

  • After this window, the materials have likely been prepped, and the order cannot be stopped.

EU RIGHT OF WITHDRAWAL EXEMPTION

For customers in the European Union: While the standard "cooling-off" period applies to most online goods, custom-made and personalized goods are exempt from this right under Article 16(c) of Directive 2011/83/EU.

As every GRAVERRA piece is produced specifically to your order specifications, the right of withdrawal does not apply once production has commenced.

LOST OR STOLEN PACKAGES

If your tracking number says "Delivered" but you cannot locate the package:

  1. Please verify the shipping address provided at checkout.

  2. Check with neighbors or your local post office.

  3. Contact us within 5 days. We will open an investigation with the carrier. If the carrier confirms the package was lost in transit, we will send a replacement.