Widerrufsrecht

REFUND & RETURN POLICY
Last updated: November 2025

1. Overview

Each artwork offered by The Story Wall is individually produced upon order. Because our products are made-to-order and often limited or exclusive editions, we cannot offer general returns or cancellations once production has begun.

This policy explains when refunds or replacements may apply and how to contact us in such cases.

2. No General Returns or Exchanges

All sales are final.
We do not accept returns, exchanges, or cancellations except where goods arrive damaged or defective.

This exemption follows EU consumer protection law (§ 312g BGB), which allows us to deny the right of withdrawal for goods made specifically to customer specifications or clearly personalized.

3. Damaged or Defective Items

If your item arrives visibly damaged (e.g., torn, severely creased, or otherwise affected during shipping), please contact us within 7 days of delivery at [email protected].

To process your claim, include:

  • Your order number,
  • A clear description of the issue, and
  • Photos of the product and its packaging.

We will review your request and respond within 2–3 business days.
If approved, we may offer a replacement or refund, at our discretion.

4. Conditions for Refund or Replacement

Refunds or replacements are approved only if:

  • The damage occurred before delivery or during transit, and
  • You notified us within 7 days of receipt.

We do not issue refunds or replacements for:

  • Minor color, contrast, or tone variations compared to digital previews (these differences are normal due to screen settings, paper texture, and ink finish);
  • Small imperfections such as micro-scratches, light dents, or tiny surface marks that do not affect the artwork’s overall quality;
  • Normal wear, mishandling, or storage damage after delivery.

All prints undergo strict quality checks at our Munich studio to ensure museum-grade standards.

5. Refund Process

If a refund is approved:

  • We will issue a return shipping label via email.
  • The customer must securely pack and send the goods using the provided label to our Munich studio within 14 days of approval.
  • No in-person returns or drop-offs are accepted.
  • The item must arrive in its original packaging and condition.

Once received and inspected, your refund will be processed to your original payment method within approximately 7–10 business days.

If the item is lost or damaged during return shipment, no refund will be issued.

6. Return Shipping Costs

Unless otherwise agreed in writing, the customer bears the return shipping cost.
If The Story Wall supplies the label, the cost of return shipping may be deducted from your final refund amount.

7. Replacements

If you prefer a replacement over a refund and the edition is still available, we will produce a new print at no additional cost after confirming the damaged item’s return.

For Limited or Exclusive Editions that are sold out, replacements may not be possible; in that case, a refund will be issued instead.

8. Loss or Non-Delivery

If your order has not arrived within the maximum estimated delivery window (as stated at checkout), contact us at [email protected].
We will initiate an investigation with the carrier. If the carrier confirms loss, a replacement will be issued at no cost.

9. Authenticity & Label Policy

Each print includes a numbered edition label, certificate of authenticity, and QR-code verification.
If these are lost or damaged after delivery, replacements cannot be guaranteed.

10. Privacy & Data Handling

Personal data collected during refund or replacement processes (such as name, address, photos, or communication) will be used solely for claim resolution and stored in compliance with the GDPR and our Privacy Policy.
All data is handled securely and deleted after the legal retention period.

11. Contact

The Story Wall Studio
Munich, Germany
📧 [email protected]
WhatsApp: +49 160 5942068

12. Governing Law

This policy is governed by German law.
Consumers in the EU may use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.

Thank you for your understanding — each print is made individually with care, precision, and high standards, and this policy helps us maintain that level of craftsmanship.