Refund policy

Right of Withdrawal & Returns for smooch

1. No "Change of Mind" Returns

At smooch, we operate on a Print-on-Demand basis. Every product—including our premium framed posters—is a Studio Original manufactured specifically for you after your order is placed.

Because these items are custom-made to your specifications, we do not offer a voluntary right of return or exchange for change of mind, incorrect size selection, or accidental orders. All sales are final once the production process has begun.

2. Damages and Quality Issues

We take immense pride in our quality. If your artwork—especially a framed piece—reaches you in anything less than perfect condition, we will fix it.

Inspection: Please inspect your package immediately upon delivery.
Reporting: If an item is defective, damaged (e.g., broken glass, dented frame), or incorrect, contact us within 48 hours at calvin.smooch@gmail.com.
Evidence: You must provide a brief description and clear photos of the damaged product and the exterior packaging (including the shipping label).
Resolution: For valid claims (transport damage or printing errors), we will arrange a free replacement immediately.

3. EU Right of Withdrawal & Exceptions

According to EU consumer protection laws, the 14-day right of withdrawal does not apply to goods that are made to the consumer's specifications or are clearly personalized. As all smooch products are printed and/or framed on demand, they fall under this exception.

4. Lost Packages

If your tracking status remains unchanged for more than 14 days, please contact us. We will coordinate with our partner Gelato to investigate and provide a replacement if the shipment is confirmed lost.

5. Refunds

In rare cases where a replacement is not possible and a refund is agreed upon, it will be processed to your original payment method within 10 business days.

Tax Notice: According to § 19 UStG (German Small Business Regulation), no Value Added Tax (VAT) is charged or displayed on our invoices.