Refund policy

RETURNS & GUARANTEE

✅ 100% Secure Checkout

All payments are encrypted with SSL and protected by industry-standard security.
We accept Apple Pay, Google Pay, PayPal, Visa, Mastercard, and Amex.

📍 Handmade in Charlotte, NC

Every piece is handcrafted in our studio in Charlotte, North Carolina.
Production begins after your order is placed, so each artwork is created individually with attention to detail.

You’re not just buying a frame — you’re receiving real, physical art under glass.

💬 Real Support. Real Solutions.

If something doesn’t feel right, just reach out.
We communicate clearly, respond quickly, and always aim to resolve issues fairly.

1. 30-Day Return Requests

If you have any questions or concerns about your order, you may contact us within 30 days of delivery.
Please email info@derichgallery.com with your order number and a brief explanation — we’re always happy to help.

Returned items must be unused, in their original condition, and in original packaging.

Because each artwork is handcrafted and produced after purchase, we do not accept returns based on personal preference (change of mind, décor changes, or personal taste).

However, if your item arrives damaged or is incorrect, we will absolutely make it right — through a replacement or refund, depending on the situation.

We always aim to find a fair and honest solution for both sides.

2. Route+ Shipping Protection (Recommended)

At checkout, you can add Route+ Package Protection — a small fee that provides:

• Coverage for loss, damage, or theft
• Fast, simple claims handled directly by Route
• Replacement or refund once approved

💡 Orders with Route+ are fully insured beyond our standard guarantee.
If Route+ is not selected, we will still assist you, but final claim decisions depend on the carrier (UPS / USPS / FedEx).

For the fastest and easiest protection, we highly recommend keeping Route+ enabled.

3. Buy 2 Get 1 Free — Final Sale Policy

Orders placed under our Buy 2 Get 1 Free promotion are considered Final Sale.

These items are not eligible for returns or refunds except in cases of:
• shipping damage
• defective items
• incorrect items shipped

Photo or video evidence must be provided within 7 days of delivery.

Preference-based returns are not accepted for promotional items.

4. Return Shipping

• If the issue is our fault (damage or incorrect item), we cover return shipping
• If the return is preference-based, return shipping is the buyer’s responsibility
• International orders — buyers cover return shipping, customs fees, and duties (we’ll guide you if needed)

5. Refund Processing

Once an approved return is received and inspected, refunds are issued to the original payment method within 5–7 business days.

Shipping costs are refunded only if the issue was on our side.

6. Damaged or Defective Items

Every artwork is packed like a collector’s piece — because it is.

If your item arrives damaged, please send clear photos of:
• the artwork
• the packaging

We’ll assess the situation and offer a repair, replacement, or refund, depending on what’s most fair.

Route+ customers receive priority handling and faster resolution.

7. Lost or Delayed Packages

• With Route+ — your shipment is fully covered (loss, damage, theft)
• Without Route+ — claims are handled through the carrier

If your package is delayed or missing:

  1. Contact the carrier

  2. Email us — we’ll assist with the next steps

8. International Orders & Customs

Before ordering artwork containing replica weapons or currency, please review your local import regulations.

If an order is rejected by customs and returned to us, the item will be refunded
excluding shipping and customs fees.

9. Order Cancellations

If you need to cancel, please email us before your order ships — often the same day.

Once production or shipping begins, cancellations are no longer possible.
After delivery, return eligibility follows the policy above.

10. Special Situations

We’re humans — not robots.
If something unusual comes up, just message us.
We’ll always try to find a reasonable and fair solution.

Final Word

Thank you for trusting Derich Gallery.

We don’t mass-produce.
We don’t warehouse art.
We begin creating each piece after you place your order.

Questions? We answer fast.
Problems? We solve them.
Let’s make sure your artwork lands exactly how it should.