Made for you. Put right if it isn’t.

This policy forms part of the terms of every order placed at zephyeer.com. By completing checkout, you confirm that you have read and accepted it, together with our Terms of Service and Shipping Policy.

If the mandatory consumer law of your country gives you stronger rights, those rights apply. See Your legal rights.

Every piece is printed and finished by our print partners for your order alone. Nothing is held in stock.

You can cancel an order for a full refund before production starts. Email support@zephyeer.com as soon as possible with your order number, and we will confirm in writing whether cancelling was still possible. Changes to the size, frame or delivery address follow the same rule, set out in our Shipping Policy.

Once production has started, the order cannot be cancelled. This does not affect a right of withdrawal, where the law of your country gives you one.

Open and check your order when it arrives. If a piece is damaged, defective, or not the artwork, size or format you ordered, email support@zephyeer.com within 7 days of the delivery date recorded by the carrier. Include your order number and the photographs listed in How to report a problem.

Keep the artwork, frame, glazing and every part of the packaging until your claim is closed. The carrier or our print partner may need to inspect them. We may decline a claim made after 7 days, without the required photographs, or after the packaging has been thrown away. We still consider it where the law of your country requires us to.

When we confirm a claim, we make and ship a free replacement of the affected item. We may ask you to return the item at our expense, or to send a photograph showing that you have disposed of it. Accepting a replacement settles the claim, unless the replacement is also damaged or defective.

We refund instead only if a replacement cannot be made, or if the law of your country lets you choose a refund.

We assess a piece as it would be seen on a wall, from about 1 metre in normal light. A defect is a fault visible at that distance that was not caused after delivery. Examples are a printing error, torn or creased paper, a cracked frame, broken glazing, or a mark that is not part of the artwork.

The following are not defects and are not grounds for a replacement or refund:

• Colour differences between the print and your screen, because every display shows colour differently.
• Marks, stains, cracks, spots, foxing, grain or signs of age that are present in the original artwork or its source image.
• Natural variation in texture, tone and paper surface, which is part of fine art printing.
• Size differences of up to 1 cm, and small variations in frame corner joins, which are normal for crafted frames and canvases.
• Particles or marks visible only on close inspection, not from about 1 metre.

Delivery dayLast day to report

1. 1

   Keep everything

   Keep the artwork, frame, glazing, box and all inner packaging until your claim is closed.

2. 2

   Take photographs

   The whole piece from about 1 metre, a close-up of the problem, all sides of the box and the shipping label.

3. 3

   Email within 7 days

   Send the photographs and your order number to support@zephyeer.com within 7 days of delivery.

4. 4

   Receive our decision

   We review every claim and reply with our decision within 2 business days, Monday to Friday.

Only the person who placed the order can make a claim. Email support@zephyeer.com within 7 days of delivery, with your order number and these photographs:

• The whole piece, from about 1 metre.
• A close-up of the problem.
• All sides of the outer box.
• The shipping label.

Keep the piece and all packaging until your claim is closed. We review every claim and reply with our decision within 2 business days, Monday to Friday. Incomplete claims take longer.

Every piece is made to order, so we do not accept returns, exchanges or refunds for a change of mind. The only exception is a right of withdrawal, where the law of your country gives you one.

A change of mind includes, for example:

• A piece that does not suit the room.
• A preference for a different size, frame or artwork after ordering.
• A gift the recipient does not like.
• A piece that matches its listing but differs from what you imagined.
• A delivery that arrived within its estimated window but later than you hoped.

Where the law of your country gives you a right of withdrawal, you may withdraw from your purchase within 14 days without giving a reason. The period starts on the day you, or a person you name other than the carrier, receive the piece. For an order delivered in several parcels, it starts when you receive the last one.

How to withdraw. Before the 14 days end, tell us clearly that you want to withdraw. You can use any of these:

• Our online withdrawal form.
• An email to support@zephyeer.com in your own words.
• The model withdrawal form, sent by email.

You do not have to use either form. It is enough to send your notice before the 14 days end. We confirm receipt by email without delay and send you the return address.

Sending it back. Send the piece back complete within 14 days of the day you tell us. Pack it in its original packaging, or in packaging that protects it as well. You pay the direct cost of returning it. Unless the law of your country says otherwise, the parcel is your responsibility until it reaches us, so use a tracked and insured service. A large canvas or framed poster can cost more to send, so get a quote first.

Your refund. We refund the price you paid, including any delivery charge, within 14 days of the day we receive your notice. We may wait until the piece is back with us, or until you send proof that you have sent it, whichever is earlier. The refund goes to your original payment method, with no fee.

Loss in value. You are responsible for any loss in value caused by handling the piece more than is needed to check its nature and characteristics, as you could in a shop. Examples are a piece that has been hung, mounted, drilled or nailed, removed from its frame or stretcher, written on, marked or exposed to damage. A piece returned without adequate packaging is treated the same way. We reduce the refund by that loss in value, up to the full price.

Nothing in this policy affects the rights you have under the mandatory consumer law of your country. Depending on where you live, these may include a legal guarantee or consumer guarantees for goods that are faulty or not as described. They may also include a right to reject faulty goods for a refund.

Where such a right applies, we handle your claim under that law, including any longer time limit it sets. The time limits and the photograph and packaging requirements in this policy never reduce these rights. They help us act quickly and recover the cost from the carrier or our print partner.

We process a refund within 5 business days of approving it, to your original payment method. For a withdrawal, the time limit in that section applies. Your bank or card issuer may then take 3–10 business days to show the credit.

We do not refund import duties, taxes or brokerage fees paid to third parties, unless the law requires it. We do not give refunds in cash. We give store credit instead of a refund only if you ask for it.

Marked as delivered but not received

Tell us within 7 days of the recorded delivery date. We open an investigation with the carrier, which usually takes 5–10 business days, and may ask you to sign a declaration of non-receipt.

No tracking movement

If your order has not arrived 10 business days after the end of its estimated delivery window, tell us and we open a lost parcel claim. If the carrier confirms the parcel is lost, we send a free replacement. We refund instead if a replacement cannot be made, or if the law of your country lets you choose a refund. We cannot accept reports made more than 30 days after the end of the window, unless the law requires us to.

Wrong address, refusal or unpaid charges

No refund is due if a parcel comes back or is lost because of a wrong or incomplete address, a refused delivery, non-collection or unpaid import charges. We can reship the order once the reshipping cost has been paid. This does not affect a right of withdrawal.

The full terms are in our Shipping Policy, under missing parcels and when a parcel counts as delivered.

These are not covered by a replacement or refund:

• Damage that happens after delivery, including during hanging, moving or cleaning.
• Fading, warping or marks caused by direct sunlight, humidity, heat or poor storage.
• Pieces that have been altered, reframed, cut or repaired.

We may decline a claim that does not match the order record, repeats a claim already settled, or relies on altered or reused photographs. We may refuse future orders from customers who misuse this policy.

Our total liability for an order is limited to the price you paid for the affected item, plus any shipping charge you paid for it. We are not liable for indirect or consequential loss, such as installation, framing, travel or event costs, or loss of use.

Nothing in this section limits any liability that cannot be limited under the law of your country.

If there is a problem with your order, contact us first at support@zephyeer.com. We reply within 2 business days, Monday to Friday. A dispute with your bank or card issuer does not speed this up.

If a chargeback or payment dispute is opened, we respond with the full record of your order. This may include your acceptance of this policy at checkout, production records, carrier tracking and proof of delivery, photographs, and all correspondence with you.

We contest disputes for orders delivered as described, and disputes opened after we have already issued a replacement or refund. We may decline future orders connected to such disputes.

This policy is effective from 2 October 2026. We may update it. The version in force when you place your order applies to that order.

Copy this form into an email to support@zephyeer.com, or use our online withdrawal form. Using either is optional. See Right of withdrawal for the conditions.