Refund policy

Sarcasm on the side for a now. We want you to be fully satisfied with your purchase. Below is our comprehensive return and refund policy, compliant with EU (and Danish) consumer laws and aligned with our print-on-demand operations. If you have any questions, please let us know – your peace of mind is our priority.


14-Day Return Window (Change of Mind)

As an EU consumer, you have the right to a 14-day cooling-off period for distance purchases. This means if you change your mind about your poster, you may return it within 14 days of receiving the order for any reason (or no reason).

Key conditions for such returns:

  • Timeframe: You must notify us of your intent to return within 14 calendar days from the day you (or someone you designate) received the product. After notifying, you then have another 14 days to send the item back.

  • Product Condition: The poster should be unused, unhung, and in the same condition as you received it. Please return it in the original packaging, including any protective sleeves or inserts, to prevent damage.

  • Handling: You may carefully inspect the poster when it arrives, but avoid using it or handling it more than necessary to decide if you want to keep it. (If the item is returned damaged or with wear due to use beyond basic inspection, we may reduce your refund to account for the diminished value, as permitted by EU law.)

Under EU law, you do not need to provide any justification for the return during this 14-day period – though any feedback is appreciated to help us improve.

How to Initiate a Return

To initiate a return, please contact us via email at [your email] within the 14-day window. Include your order number and let us know you’d like to return the item. We will then provide you with the appropriate return shipping address and instructions on how to send your poster back.

Important: All returns must be sent to our designated returns address in Denmark (which we will provide to you at the end of this policy). This helps ensure we handle your return properly.

When shipping the return, please package the poster securely to avoid damage in transit. We recommend using a trackable shipping service and keeping proof of postage. You will need to send the item back within 14 days of informing us of the return, per EU regulations.

Who Pays for Return Shipping?

If you are returning a poster because you changed your mind (no fault on our part), you are responsible for the return shipping costs. We currently offer free standard shipping on our products, which means you didn’t pay a separate shipping fee when ordering. Therefore, in a change-of-mind return, you’ll simply cover the cost of mailing the poster back to us. We will not deduct any outbound shipping fee from your refund (since we didn’t charge one to begin with).

If the return is due to a defect or an error on our part (e.g. you received a wrong or misprinted item), then we will cover all shipping costs related to making things right. In such cases, we may either provide a return shipping label at our expense or (more commonly) we might not require a return of the faulty item at all – we would simply send a replacement. (See the next section for defective items.)

Damaged, Defective, or Incorrect Items

We take quality seriously. In the rare event you receive a defective, damaged, or incorrect poster, please contact us right away. We follow a 30-day quality guarantee period for such issues: if you notify us within 30 days of delivery about a problem with the product, we will take care of it promptly.

For any product that arrives damaged or with a print flaw, or if you received the wrong design/variant, here’s what we’ll do:

  • Notify Us with Proof: Email us at hello@distinctroom.com within 30 days of receiving the item and include a description of the issue. Please attach a clear photo of the damage or defect if possible, as this helps us understand and verify the problem quickly (e.g. print errors, dents, scratches, wrong item received, etc.).

  • Quick Resolution: Once we confirm the issue, we will offer you a free replacement print as soon as possible. We’ll get a new poster printed and shipped to you at no cost. You will not need to place a new order; we handle it immediately. In most cases, you do not need to return the defective poster – you can keep it or dispose of it. (If we do need it back for some reason, we’ll let you know, but that’s uncommon.)

  • Alternative Refund: If a replacement is not feasible (for example, if the particular design or size is now unavailable) or if you prefer a refund instead of a replacement, we can issue a full refund for the defective item. Just let us know your preference when you contact us.

Rest assured, if the problem was on our side or our printer’s side (e.g. a manufacturing error or damage in transit), you will not bear any additional cost. We will cover any reprinting and reshipping costs to make it right. Our printing partner will validate quality issues and cover the cost of a new order in such cases, so you’re fully protected.

(Note: Minor variations in color due to the printing process are normal and within tolerance, but any significant quality issues or mistakes are absolutely covered.)

Lost or Missing Orders

If your order hasn’t arrived when it should, we’ve got you covered. Lost or significantly delayed packages are treated as follows:

  • Lost in Transit: If the package never arrives or is confirmed lost by the courier, contact us as soon as you suspect an issue. We can investigate tracking, and if it’s indeed lost, we will send out a replacement order at no charge to you. Please inform us within 30 days from the estimated delivery date if possible, so we can resolve it promptly.

  • Stuck in Customs/Delayed: If there are unusual delays, let us know. We’ll work with the shipper to locate the package. If it cannot be found or delivered, we’ll treat it as lost and reprint for you.

  • Returned to Sender: If a package is returned to us by the carrier (for example, due to an address issue or it being unclaimed at the pickup point), we will reach out to you. We may need to confirm the address and reship. In some cases, we might ask you to cover the additional shipping if the original address provided was incorrect or if the package was unclaimed despite delivery attempts. We’ll discuss the best solution with you. (We want you to get your poster, but please double-check your address and be aware of delivery notifications to avoid these situations.)

In any event, you will not be stuck paying for something you never received. Either a replacement or refund will be provided once it’s clear the order was lost through no fault of yours.

Refund Processing

Once we have confirmed receipt of your returned item (or confirmed that you have shipped it back with a proof of shipment), and provided the item meets the return conditions, we will process your refund promptly. Here’s what to expect:

  • Refund method: We will refund back to your original payment method (the same card, PayPal, etc. you used at purchase) – we do not issue store credit unless you prefer that.

  • Amount: If you returned an item under the 14-day return policy, we will refund the full purchase price you paid for the poster including any standard shipping fee if one was charged. (Since we offer free shipping by default, essentially you’ll get back the price you paid for the product in full.) The only deductions that could apply would be if the product was returned in a noticeably used or damaged state caused by you (as mentioned, we could reduce the refund to compensate for loss in value – we would communicate with you about this if the situation arises).

  • Timing: We aim to issue refunds as soon as we receive and inspect the return. Typically, expect your refund to be processed within about 14 days of us receiving your returned poster (often sooner). In many cases, we process the refund on the same day we approve the return. Once processed on our end, please note that your bank or credit card company might take a few additional days to post the credit to your account.

  • Notification: We will send you an email confirmation once your returned item is received and inspected, and let you know if the refund is approved. If approved, we’ll also email you when the refund has been issued back to your payment method. If there are any issues (e.g. the item returned was not the item we shipped or it arrived back heavily used/damaged), we will contact you to resolve the situation (in very rare cases, a return could be rejected or only partially refunded).

If you don’t see the refund in your account within a reasonable time after we’ve told you we processed it, please check with your bank or payment provider – sometimes they have processing delays. You can always reach out to us if you have concerns about a pending refund, and we’ll help sort it out.

Exchanges

Exchanges (swapping one item for another) are handled on a case-by-case basis. Because our posters are printed on demand and we don’t hold inventory, we do not do direct exchanges in the traditional sense (e.g. exchanging for a different design or size). Instead, if you wish to get a different item, the fastest method is to follow the return process for the original poster and then simply place a new order for the item you want. Once we receive the original back, we’ll refund it, as described above.

The only like-for-like exchanges we do are for replacement of defective or damaged items – essentially, that’s the “replacement” process described in the Damaged/Defective section. If your poster arrived with an issue, we’ll send you the exact same item again in good condition (that is effectively an exchange of the defective item for a new one of the same type). If you would rather have a refund than a same-item replacement in that scenario, just tell us and we’ll accommodate.

In summary, for a different product: return the original and reorder the new item. For the same product due to a defect: we replace it for you (no need to reorder). Feel free to email us if you have any questions about exchanges – we’re here to help make sure you get the poster you want.

Exceptions and Special Cases

We strive to be flexible, but there are a few exceptions to keep in mind:

  • Personalized Products: If we ever offer fully personalized posters (for example, a print with your name, a custom quote, or artwork made to your specific request), those would be excluded from the 14-day return right once produced, because they would be made specifically for you and not resellable (europa.eu). (EU law allows exclusion of “goods made to order or clearly personalized” from change-of-mind returns (europa.eu).) We will clearly indicate on the product page if an item is considered personalized and non-returnable for this reason. However, currently, our posters are not personalized to individual customers– they are our original designs simply made on-demand – so the standard return policy does apply to them.

  • Digital Products: At this time we don’t sell digital downloads. But if we ever do, be aware digital items once delivered are generally not returnable.

  • Gift Cards: If we offer gift cards, those typically are final sale and not returnable/refundable (except as required by law).

  • Bulk/Business Orders: If you’re a business or you ordered a very large quantity, get in touch with us to discuss any return possibilities. B2B sales might be handled differently than consumer orders.

If you’re ever unsure about whether your item qualifies for a return, just reach out at hello@distinctroom.com.

Contact & Support

Initiating a return or need assistance? We’re here to help. You can contact us through any of the below methods:

  • Email: hello@distinctroom.com – This is the best way to reach us for returns. Please include your order number and issue/request.

  • Business Address: distinct crafts, Houmannsgade 4C, 8700, Horsens, Denmark.

We aim to respond to all inquiries within 1-2 business days. For return requests, once we hear from you, we’ll provide next steps promptly.

Your satisfaction is our top priority. We stand by the quality of our posters and the service we provide. This return & refund policy is designed to be fair, clear, and in compliance with EU consumer protections (europa.eueuropa.eu) while also accounting for our print-on-demand process. By shopping with us, you can do so with confidence that if something isn’t right, we will make it right.

If you have any questions about this policy or anything else, please don’t hesitate to reach out. Happy decorating, and thank you for supporting our small business!