At Elderwood Art, we want you to be completely satisfied with your purchase. We work with our trusted third-party fulfilment partner, Gelato, to provide high-quality prints and products. Below is our policy regarding returns and refunds.
Returns
Due to the nature of our products, we do not accept returns unless the item arrives damaged or is defective. All items are carefully inspected before being fulfilled by Gelato. However, if you experience any issues with your order, please follow the steps below:
- Inspect your order: If the item you received is damaged, defective, or incorrect, please contact us within 14 days of receiving the product.
- Contact us: Send an email to [email protected] with the following details:
– Your order number
– A description of the issue
– Photos of the damaged or defective product (if applicable) - Resolution: We will review your case and, if the issue is confirmed, we will either offer a replacement, an exchange, or a refund based on the situation.
Refunds
Refunds are available only under the following circumstances:
- The product arrives damaged or defective.
- We mistakenly ship the wrong product.
If a refund is approved, it will be processed back to the original payment method used during the purchase. Please note that processing times for refunds can take several business days or weeks, depending on your payment provider.
Quality guarantee
As Gelato fulfils all our orders, we rely on their commitment to quality. If your item doesn’t meet your expectations in terms of quality, you may be eligible for a replacement or refund through Gelato’s quality guarantee policy. To learn more about their guidelines, visit their full returns and quality policy here: https://support.gelato.com/en/articles/8996072-what-is-your-return-policy-and-quality-guarantee
Shipping returns
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. Please obtain proof of shipping for any returned goods. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at [email protected] for questions related to refunds and returns. We strive to respond to all inquiries as quickly as possible and resolve any issues promptly.