Returns & Exchanges
General
We want you to love your artwork. If something isn’t as expected, please read the policy below and contact us.
Right of withdrawal (EU)
For non-personalized products purchased remotely, you may withdraw within 14 calendar days from delivery.
Conditions:
- Item must be returned unused and in its original packaging.
- Return shipping costs are borne by the customer.
- Refunds are issued within 14 days of receiving/inspecting the return.
- Note: Custom/personalized orders are legally exempt from withdrawal—non-returnable unless defective or damaged on arrival.
Withdrawal — how it works in practice
- Declare withdrawal: Email support@gnproduction.art or call +302327028188 within 14 days of delivery to declare withdrawal and receive return instructions.
- Packing & shipping: Repack as received (full original packaging: box, protectors, paperwork) and ship with tracking to the address we will provide. Item must be unused, with no installation/use marks, and include the receipt/invoice in the parcel.
- Inspection & refund: Once received and inspected, we refund via the original payment method within 14 days. Initial shipping fees (if any) are non-refundable. If free shipping was applied due to a threshold, the actual initial shipping cost is deducted and the difference is refunded. (Express options may be excluded from free shipping.)
Exceptions (withdrawal not applicable):
- Custom/personalized orders (e.g., special sizes, your images/names).
- Products with broken hygiene seals (where applicable).
- Products with signs of use/wear or incomplete packaging/accessories.
Personalized (custom) products
Customized items or those made with personal files/names/sizes are non-returnable/non-exchangeable, unless defective or damaged on arrival.
Damage in Transit
Our promise: Every item leaves our 360° workshop in perfect condition after quality control, packed carefully with safe, eco-conscious materials.
If damage occurred during transit: we handle the courier claim and provide a free replacement (or a repair where feasible).
What to do upon delivery
- Report within 48 hours: Email support@gnproduction.art with order number and photos: outer box, inner protection, shipping label, and the product (close-up of damage + a wide shot).
- Re-pack: Place the item back in its original packaging, as received.
- Return instructions: We will contact you with the return method and next steps.
DOA / Defects on arrival
If you receive a defective or damaged item: contact us within 48 hours with photos of the packaging & product. We’ll replace or refund as appropriate. Return/re-shipping costs are covered by us when the issue is not due to misuse.
Not considered defects
- Minor color variations due to display settings.
- Small tolerances of handmade production that don’t affect look/use.
- Packaging-only damage when the product is intact.
Post-delivery damage (customer responsibility)
Damage from drops, moisture, improper hanging/cleaning, or poor storage isn’t covered. We can offer a replacement at the cost of re-production + shipping (we’ll quote first).
Lost shipments
If a parcel isn’t scanned or delivered in a reasonable time (Greece: ~10 business days — International: ~15–20 business days), we open a courier case and re-ship once confirmed.
Non-delivery / wrong address details
Shipments returned due to incomplete/incorrect address details, non-collection, or courier delivery failure will be re-shipped upon agreement, with shipping costs charged to the customer.
Duties & taxes (outside the EU) on returns
Any import duties/taxes are non-refundable by us; any customs/clearance fees related to the return are borne by the customer.
Cancellations
Accepted before production starts. After production begins, cancellation isn’t possible (exception: excessive delay—please contact us).
Contact
- Email: support@gnproduction.art
- Tel.: +30 2327 028 188
- Mon. - Fri.: 09:00am - 17:00pm
Legal notice
This policy is informational and does not constitute legal advice. Please consult a lawyer for specific requirements.
