Refund policy

Reference Link:

https://support.gelato.com/en/articles/8996072-what-is-your-return-policy-and-quality-guarantee

Return Policy & Quality Guaranty

The sections below outline the quality guarantee and return policy for framed artworks purchased from The Sam Opuzi Collection. These span what is covered by the quality guarantee, how to report an issue with an order, what happens when an order is lost in transit, and what options are available for returned orders.

Quality Guarantee:

We want you to be satisfied with the quality of the framed artworks you purchase from The Sam Opuzi Collection. If you are not satisfied with the quality of a product, please get in touch  with us within 30 days of receiving the item and we will do everything we can to investigate and find a solution.If our quality assurance team validates your claim, we will be happy to send a complimentary replacement order to you as quickly as possible. We would much rather fix any problems and send a replacement order to make sure you are happy with your orders.

If a replacement artwork is not feasible, or you cannot wait for a new order to arrive, please indicate that when you reach out to us and we will give you a refund.

Reporting an Order Problem

If you encounter a problem with your order through no fault of your own, please follow these steps:

  1. Access and use our Contact us portal or send an email to enquiries@samopuzicollection.com

  2. Provide a detailed description of the problem, including relevant context.

  3. Attach any supporting photos or documents that are relevant to your claim. This will help expedite the resolution process.

Colour Consistency:

We use the same print machines, paper types, and work processes as our print partners to minimize colour variations. However, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the color, consistency, and final result, including:

  • Machine type

  • Machine settings

  • Paper types

  • Humidity in the room

  • When the machine was last cleaned

Colour variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.

Defective or Damaged Products

If you receive defective or damaged orders that were not caused by you, we will cover the costs of a new order. This includes:

  • Damage to the delivered products

  • Errors in the number or quantity of the delivered products

  • Lack of quality of the delivered product

Return Policy

We currently do not support returns or provide a return address because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order.

Lost Orders

For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We will be happy to send a replacement order on your behalf.

Returned to Sender

For orders that are returned to the sender, please get in touch with us (no later than 30 days from the estimated delivery date) so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order.

Orders may be returned to the sender for the following reasons:

  • Wrong Address: If you provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

  • Rejected by the Recipient: If you reject the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

  • Unclaimed: If you are not able to receive your order at the address, the shipments may be available for pick up at your local post office or carrier pick-up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order. Please note that you will be liable for the costs of the new order.