Refund policy
Returns & Refunds Policy
At Roadelier, every canvas is produced to order. We want you to be fully satisfied with your purchase, and this policy explains how cancellations, returns, damaged items and refunds are handled.
14-Day Returns
You may request a return within 14 calendar days from the date the final item in your order is delivered, without providing a reason.
To start a return, contact us at:
Please include your order number and the item you wish to return. Returns must be authorised before being sent. We will provide the appropriate return instructions and return address after approving your request.
Please do not return an item to the production facility or to the address shown on the shipping label unless we specifically instruct you to do so.
Return Conditions
Returned items must be:
- In the same condition in which they were received
- Free from damage, marks or alterations caused after delivery
- Securely packaged, preferably using the original protective packaging
You may inspect the product as you would in a physical shop. We reserve the right to make a reasonable deduction from the refund if the product’s value has been reduced by handling beyond what is necessary to inspect its nature, characteristics and quality.
Return Shipping Costs
For voluntary returns or changes of mind, the customer is responsible for arranging and paying for return shipping.
We strongly recommend using a tracked shipping service and keeping proof of postage. Roadelier cannot be held responsible for returned parcels that are lost or damaged in transit.
If the product is defective, damaged in transit, incorrectly produced or different from what was ordered, Roadelier will provide an appropriate solution at no additional cost to the customer.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your canvas is damaged, defective, incorrectly produced or you receive the wrong item, contact us as soon as possible at roadelier.shop@gmail.com.
To help us resolve the issue quickly, please provide:
- Your order number
- A clear description of the problem
- Photographs of the complete product
- Close-up photographs showing the damage or defect
- Photographs of the external and internal packaging
Where the claim is validated, we will arrange a replacement, refund or another legally appropriate solution at no cost to you.
For production and shipping claims, we ask that you contact us within 30 days of receiving the item whenever possible. This request does not limit any mandatory consumer rights or legal guarantees that apply to your purchase. Gelato also requires damage and quality claims to be reported with photographs within 30 days so that a replacement or refund can be investigated efficiently.
Cancellations
Orders may be cancelled only until the item enters production or is marked as prepared.
Because every Roadelier canvas is made to order and production may begin shortly after purchase, please request cancellation immediately by contacting:
Once production has started, cancellation might no longer be possible. This does not affect any mandatory right of withdrawal or other consumer right that applies after delivery.
Refunds
Once we receive and inspect the returned item, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Where the statutory right of withdrawal applies, the refund will be processed within the legally required period. We may withhold the refund until we receive the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first. EU consumers generally have 14 days after delivery to exercise the right of withdrawal, and the customer may be responsible for return costs when informed in advance.
Exchanges
We do not currently process direct exchanges.
To change the size or design, please return the eligible item according to this policy and place a new order separately.
Legal Consumer Rights
This policy does not limit any statutory consumer rights or legal guarantees applicable in the customer’s country.
Consumers in the European Union normally have a minimum 14-day right of withdrawal for online purchases, as well as legal remedies when goods are faulty or not as described.
Contact
For cancellations, returns, damaged products or refund questions, contact:
Roadelier
roadelier.shop@gmail.com