Refund policy

We understand that acquiring a work of art is a special moment and we want your experience to be a perfect one. However, because of the unique and exclusive nature of the photographs we sell, our exchange and return policy is quite restricted.

1. General conditions:
Deadline: You have up to 3 (three) calendar days after receiving your order to request an exchange or return.

Condition of the artwork: The photograph must be in perfect condition, exactly as received, in its original packaging and with all accessories (if any). Any sign of use, damage or alteration voids the exchange or return.

REASONS: Exchanges and returns are accepted only in the following cases:
Manufacturing defect: if the photograph and/or the frame show a proven manufacturing defect.

Wrong item received: if the photograph, frame or finish received differs from the one selected at the time of purchase.

2. Damage in transit:
Broken glass: if the frame glass is damaged in transit, the replacement is made at no additional cost to you. Contact us immediately after receiving the parcel and send clear photographs of the damage. We will arrange collection of the damaged piece and ship a new work identical to the one purchased on the site.

Cracked frame: if the frame itself is damaged in transit, the replacement is made at no additional cost to you. Contact us immediately after receiving the parcel and send clear photographs of the damage. We will arrange collection of the damaged item and ship a new work.

Other damage: damage to the photograph or to additional items caused in transit is assessed case by case. We recommend refusing delivery if the packaging shows signs of tampering or damage.

3. How to request an exchange or return:
Contact: get in touch with our customer service at hello@fabianakocubey.com or on WhatsApp +55 (11) 91728-1818 within the stated deadline. 

Information: have your order number to hand, together with a full description of the artwork(s) and finishes purchased and the reason for the exchange or return.

Assessment: your request will be assessed within 3 (three) business days.

Approval: if approved, you will receive instructions for returning your order. Return shipping costs for a manufacturing defect or a wrong item received are covered by us. In all other cases, shipping is at your expense.

If you have any questions, please contact our customer service.
To start a return, contact us at hello@fabianakocubey.com. Please note that returns must be sent to the address we provide with your return authorisation. If your return is accepted, we will send you a shipping label along with instructions on how and where to send the parcel. Items sent back without a prior return request will not be accepted.

Refund: once the returned item has been received and inspected, the refund is processed to the original payment method. We will let you know as soon as we have received and inspected the return, and whether the refund has been approved. If approved, you will be refunded automatically to your original payment method within 10 business days. Please bear in mind that your bank or card issuer may take additional time to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at hello@fabianakocubey.com.

Returns of sale items or gift cards are not accepted.

4. Exclusions:

We do not accept exchanges or returns of photographs and frames that show signs of use, improper handling, damage caused by the customer, or that fall outside the stated deadline. Bespoke or made-to-order items are not eligible for exchange or return, except in the case of a manufacturing defect.

5. Exchanges:

The quickest way to get what you want is to return the item and, once the return is accepted, place a separate order for the new one. Exchanges are authorised only for the exact item(s) previously purchased.

6. Final notes:

The photographs, finishes and frame types sold in our shop are exclusive pieces, printed and made individually, and slight variations in colour or texture may occur compared with the image viewed on the site. This is due to the handcrafted nature of the production process and to the individual calibration of each monitor.

By placing an order in our shop, the customer confirms that they have read and agree to this Policy.

 
Warm regards,
The FK Prints team, by Fabiana Kocubey.