At Etherplaquepost, we aim to offer a transparent and fully compliant operational standard for all cancellation, return, and reimbursement requests. Our policies strictly align with the statutory consumer frameworks of the Federal Republic of Germany, the European Economic Area (EEA), and applicable consumer protection acts within the United States.
1. Statutory Right of Withdrawal (14-Day Framework)
In compliance with European Union and United Kingdom consumer standards, customers residing within our active distribution zones possess a statutory fourteen (14) day Right of Withdrawal.
You are entitled to cancel your purchase contract and request a return without providing a specific reason within 14 days from the date on which physical possession of the goods is acquired by you or a designated third party.
To initiate a standard statutory withdrawal, you must submit a clear, written statement via electronic mail to our support desk at picture@etherplaquepost.com within this 14-day window.
2. Flawed, Damaged, or Incomplete Items
If your picture frame arrives with evident manufacturing flaws, material defects, or structural damage incurred during courier transit, a simplified resolution framework applies:
Please contact our customer support team immediately at picture@etherplaquepost.com with your order number and clear photographic evidence documenting the specific issue.
Upon review and verification of the visual data by our team, we will process a complete transaction refund or arrange a complimentary duplicate shipment.
Physical return of the compromised or damaged structural parts to our facility is not mandatory, provided valid photographic verification is successfully received.
3. Logistical Return Framework & Designated Addresses
For standard, non-damaged returns under the statutory withdrawal framework, items must be dispatched back to our designated facilities in their original condition and commercial packaging.
For Consumers Located within Europe:
Fichtenstr. 56, 40233, Düsseldorf
For Consumers Located within the United States:
Fichtenstr. 56, 40233, Düsseldorf
Please note that return shipping costs for standard statutory withdrawals are the responsibility of the consumer unless otherwise authorized by our team.
4. Delayed Shipments & Carrier Inquiries
We cooperate with premium international priority courier services, including DHL Priority, FedEx Priority, and UPS Priority, to achieve standard transit timelines of five (5) to nine (9) business days.
Automated tracking updates are sent to your registered checkout email at key milestones (dispatch, transit hub sorting, and local delivery routing). If a delivery window exceeds these standard expectations, please notify us. We will open a formal operational inquiry with the carrier. Following the confirmation or conclusion of the logistical investigation, we will issue either a full transaction refund or execute a product replacement.
5. Reversal Processes & Supported Settlement Methods
When a financial refund is authorized under this policy, the reversal will be credited exclusively back to the original funding source utilized during checkout. We process authorized cancellations and returns across all our standard accepted settlement frameworks, which include:
Major International Credit and Debit Networks: Visa, Mastercard, and American Express
Digital Wallets and Mobile Solutions: Apple Pay and Google Pay
Once processed internally, standard financial network protocols apply before the funds are reflected on your account statement. This process varies depending on your specific banking institution’s settlement timeline.
6. Corporate Contact Profile
For all cancellation notifications, photographic submissions regarding defects, or inquiries regarding your transactional balance, please contact our operating center directly:
Corporate Support Email: picture@etherplaquepost.com
Administrative Telephone:+49211577010