Refund policy

Cancellations
Orders may be canceled only before production or dispatch. Once production or shipping has begun, cancellations are no longer possible.

Returns & Refunds
Non-custom items may be returned within 14 days of delivery, provided they are unused, undamaged, and resalable condition. Refunds cover the product price only and exclude original shipping costs. All returns must be announced in writing before goods are sent back. We aim to process all refunds within 3 working days.

Return Address:
Graphium GmbH
c/o TRM Consulting AG
Chamerstrasse 176
6300 Zug
Switzerland

Defects, Damages, and Replacement
If a non-custom item arrives damaged, defective, or incorrect, the customer must submit a written claim within 14 days of delivery (including photos where possible).
Valid claims entitle the customer to either a replacement or a refund of the product value (excluding shipping costs), at the customer’s choice.
Custom-made or personalized items produced specifically to customer specifications are not eligible for refunds, but defective, damaged or incorrect custom items will be replaced free of charge.

Right of Withdrawal
Customers residing in the European Union have the right to withdraw from the contract within 14 days of receiving the goods, without providing a reason.
Exemptions: The right of withdrawal does not apply to custom or personalized items produced to customer specifications.
To exercise the right of withdrawal, customers must contact us in writing within the time window specified above. If the right of withdrawal applies, the customer must return the goods at their own expense. Refunds will be issued (excluding shipping costs) once the returned goods are received in unused, undamaged, resalable condition.