Last Updated: July 12, 2023

 

This Refund Policy ("Policy") outlines the terms and conditions for requesting refunds for products purchased from FROM THE WATER ("we," "us," or "our") through our online art store ("Website"). We strive to provide high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review the following guidelines for requesting a refund.

 

1. Eligibility for Refunds

1.1 Product Condition: To be eligible for a refund, the product(s) must be returned in their original condition, unaltered, undamaged, and with all original packaging, labels, and accessories.

1.2 Time Limit: Refund requests must be initiated within 15 calendar days from the date of product delivery as indicated by the tracking information.

1.3 Exclusions: The following items are non-refundable:

   a) Digital products, including downloadable artwork, as these items are non-returnable and non-refundable.

   b) Custom-made or personalized products that have been specifically created or altered to meet your specifications.

 

2. Refund Process

2.1 Initiation of Refund Request: To initiate a refund request, please contact contact@fromthewater.ch within the specified time limit, providing the following information:

   a) Order number

   b) Reason for the refund request

   c) Supporting evidence, such as photographs if the product is damaged or defective

2.2 Evaluation and Approval: We will evaluate your refund request based on the provided information and our refund policy. We reserve the right to request additional information or evidence, if necessary, to process your request.

2.3 Refund Options: If your refund request is approved, we will offer one of the following refund options, depending on the circumstances:

   a) Full Refund: A full refund of the purchase price will be issued to the original payment method used for the purchase.

   b) Partial Refund: In certain cases, we may offer a partial refund based on the condition or value of the returned product(s).

2.4 Return Shipping: If a return is required to process your refund, we will provide you with instructions on how to return the product(s). Return shipping costs are generally the responsibility of the customer unless the product(s) received are damaged, defective, or incorrect.

 

3. Refund Exceptions

3.1 Damaged or Defective Products: If you receive a product that is damaged, defective, or incorrect, please contact us immediately. We will assess the situation and, if appropriate, provide a replacement product or a full refund, including any associated shipping costs.

3.2 Unauthorized Returns: We reserve the right to refuse refunds for products that are returned without prior authorization or fail to meet the eligibility criteria mentioned in section 1 of this Policy.

 

4. Processing Time

4.1 Refund Processing: Once we have received the returned product(s) and approved your refund request, we will process the refund as promptly as possible. The time it takes for the refund to be reflected in your account may vary depending on your payment provider.

 

5. Contact Us

5.1 If you have any questions, concerns, or requests regarding our refund policy or a specific refund request, please contact contact@fromthewater.ch

 

By making a purchase through our Website, you acknowledge that you have read, understood, and agree to the terms of this Refund Policy.