Refund policy
RETURN, REFUND & WARRANTY POLICY — THE RICHMOND
Last updated: July 6, 2026
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At The Richmond, we truly value every customer and always strive to provide high-quality artwork along with the best possible experience.
We understand that concerns or unexpected situations may sometimes happen, and our team is always here to help. We review every case carefully and fairly, and we always do our best to provide a reasonable solution.
We offer customer support assistance and are committed to responding as quickly as we can to help resolve any issue regarding your order.
By purchasing from our store, you agree to the terms outlined below.
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DAMAGED, DEFECTIVE, INCORRECT, OR QUALITY ISSUE CLAIMS
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If your order arrives damaged, defective, incorrect, or with a significant quality issue, you must contact us within 14 days from the delivery date.
Claims submitted beyond the 14-day reporting period may no longer qualify for a free replacement, full refund, or store credit.
Contact us at: support@shoptherichmond.com
To submit a claim, please provide:
— Your order number
— A detailed description of the issue
— Clear photos or videos showing: the product, the issue or defect, the packaging, and the shipping label
Failure to provide sufficient evidence may result in the claim being denied. All claims are reviewed on a case-by-case basis.
Examples of eligible claims:
— Broken or cracked frames
— Torn canvas or damaged print materials
— Printing defects or major discoloration caused by production
— Manufacturing defects
— Incorrect item or design received
— Significant quality issues affecting product appearance or functionality
— Severe shipping damage
Minor imperfections that do not affect the product's overall appearance or functionality may not qualify for a full refund. In these situations, we may offer a replacement, a partial refund, or store credit.
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NON-ELIGIBLE CLAIMS
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We do not offer refunds, free replacements, or returns for:
— Slight measurement differences
— Customer preference or dissatisfaction without a qualifying defect
— Incorrect size selected by the customer
— Improper installation or handling after delivery
— Accidental damage after delivery
— Water damage, scratches, dents, or misuse
— Normal wear and tear
— Delayed inspection or claims submitted beyond the reporting period
Please note: colors and appearances may vary slightly depending on room lighting, material texture, and print production differences. Sizes may vary slightly depending on the product or production source.
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30-DAY CHANGE-OF-MIND RETURN POLICY
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We offer a 30-day return request window for eligible change-of-mind purchases.
Examples of change-of-mind returns:
— "The design does not match my room"
— "I changed my mind after receiving the order"
— "The size is too large or too small for my space"
— "I prefer a different style or color"
— "I ordered the wrong size by mistake"
— "I no longer need the item"
Conditions to qualify:
— The return request must be submitted within 30 days of delivery
— The item must be unused and in resellable condition
— The item must be returned in its original packaging
— The customer is responsible for all return shipping fees
— Original shipping costs are non-refundable
— A restocking or handling fee may apply
— Refund approval is subject to inspection once the item is returned
We reserve the right to deny returns that do not meet these conditions. All claims are reviewed on a case-by-case basis.
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STORE CREDIT POLICY
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In certain situations, we may offer store credit as a resolution instead of a refund or replacement.
Important store credit terms:
— Store credit is non-refundable and cannot be converted into cash
— Once store credit is issued and used, it becomes final
— Store credit cannot be transferred to another customer
— Store credit cannot be exchanged for cash, bank transfer, or original payment reimbursement
If a customer accepts store credit but later requests a refund or replacement instead, that request must be submitted within 7 days from the date the store credit was issued. Requests submitted after 7 days will no longer qualify for conversion into another resolution.
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LIFETIME WARRANTY
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Our limited lifetime warranty covers manufacturing defects in materials and workmanship under normal indoor residential use.
This warranty does not cover:
— Accidental damage or misuse
— Water or moisture damage
— Improper installation
— Sunlight fading or environmental damage
— Scratches, dents, or impact damage
— Damage caused during moving or relocation
— Customer dissatisfaction or change of mind
— Normal wear and tear over time
Warranty claims require photo evidence and are reviewed individually. We reserve the right to offer a repair, partial refund, store credit, or replacement as the resolution.
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LOST, MISSING, OR UNDELIVERED ORDERS
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Customers are responsible for providing accurate and complete shipping information at the time of purchase.
If tracking shows an order was delivered but you have not received it, you must first contact your local courier facility to investigate. The Richmond will also assist in coordinating with the carrier.
Customers must report missing delivered packages within 14 days of the marked delivery date.
The Richmond is not responsible for failed deliveries caused by incorrect address details, customer unavailability, failure to respond to the courier, refused deliveries, or unclaimed packages.
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REFUSED DELIVERIES & UNPAID CUSTOMS DUTIES
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Customers are responsible for any customs duties, import taxes, VAT, or additional government charges required by their country.
If a package is refused or returned because customs duties were not paid, the customer refused delivery, or the package was left unclaimed, the shipping and return costs will be deducted from the refund along with a 25% restocking fee.
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ORDER CANCELLATION POLICY
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All products are made-to-order and production begins quickly after an order is placed.
We strongly recommend submitting any cancellation or change request within 1 hour of placing your order.
If your order has already entered production, cancellation may still be possible; however, a fixed production fee of 30% of the order value will apply.
Once an order has been shipped, it can no longer be cancelled. It will instead fall under our Return Policy. Shipping fees are non-refundable.
To cancel or modify, contact us immediately at: support@shoptherichmond.com
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CHARGEBACKS & PAYMENT DISPUTES
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Please contact us directly before opening a chargeback or payment dispute.
Opening a chargeback for an order already in production, shipped, delivered, or actively being resolved through customer support may delay resolution and affect your eligibility for refunds, replacements, or store credit.
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RIGHT TO REFUSE CLAIMS
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We reserve the right to deny any refund, replacement, return, warranty, or store credit request if:
— The claim falls outside the required reporting timeframe
— Insufficient evidence is provided
— The issue is caused by misuse, customer handling, or external damage
— The policy terms are not met
— Fraudulent, abusive, or excessive claims are suspected
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CONTACT
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For all refund, return, replacement, warranty, or store credit inquiries:
The Richmond
Website: https://shoptherichmond.com/
Email: support@shoptherichmond.com
Please include your order number, a description of the issue, and clear photos of the product, packaging, and shipping label.