Refund policy
By placing an order on this Site, you confirm that you have read, understood, and agreed to this Refund Policy in full. If you do not agree, do not place an order.
All GothArt products are made to order. Production begins after your order is confirmed. This policy is built around the made-to-order nature of our products and is governed by the laws of the State of Wyoming, United States.
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1. NO REFUNDS, EXCHANGES, OR RETURNS
All sales are final. We do not offer refunds, exchanges, or returns for any of the following reasons, including but not limited to:
– Change of mind after purchase
– Buyer's remorse
– Size, colour, design, fit, or aesthetic preference
– "It looks different than I expected"
– Delays of any kind, including delays caused by carriers, customs, weather, holidays, or any other cause
– You no longer want the item
– You found a similar item elsewhere
– Address errors made by the customer
– Failure to read product descriptions, dimensions, or specifications before ordering
– Items refused, abandoned, or returned to sender for any reason
– Items seized, restricted, or held by customs in your country
– Any reason not explicitly listed in Section 2 below
This list is not exhaustive. We reserve the right to refuse refund requests for any reason not covered in Section 2.
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2. LIMITED EXCEPTIONS
We may, at our sole discretion, consider a refund or replacement only if ALL of the following are true:
(a) The item arrived physically damaged in transit, OR a clearly wrong item was shipped (different design or product than ordered), OR there is an obvious manufacturing defect
(b) You contact us within 48 hours of the delivery date shown on tracking
(c) You provide clear photos of the item, the damage or defect, the shipping label, and the outer packaging
(d) You provide your order number
If any of these conditions are not met, the claim is not eligible.
Submitting a claim does not guarantee a refund or replacement. We reserve the right to evaluate each claim and offer, at our sole discretion: a partial refund, a full refund, store credit, a replacement, or no remedy.
You are not required to return the item physically. Photo evidence is the only accepted form of claim.
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3. ORDER CANCELLATION
You may request to cancel an order within 6 hours of placing it. After 6 hours, production has likely started and the order cannot be cancelled.
Cancellation requests are not automatic. We may, at our sole discretion, accept or decline a cancellation depending on whether production has begun. Submitting a cancellation request within 6 hours does not guarantee cancellation.
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4. NON-REFUNDABLE UNDER ALL CIRCUMSTANCES
The following are non-refundable in every case:
– Shipping fees
– Customs duties, import taxes, VAT, or carrier handling fees
– Orders refused, abandoned, or returned due to unpaid customs
– Orders returned due to incorrect or incomplete addresses provided by the customer
– Custom-designed pieces produced to customer specifications
– Discounts, store credit, or promotional value applied to the order
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5. PACKAGES MARKED AS DELIVERED
If tracking confirms your package was delivered, the order is considered fulfilled in full. We are not responsible for:
– Packages stolen after delivery
– Packages misdelivered by the carrier
– Packages marked as delivered but not received
– Theft, loss, or damage occurring after the delivery scan
These matters are between you and your local carrier. You may file a claim directly with the carrier using the tracking number provided.
We will not issue a refund, replacement, or store credit for packages marked as delivered, regardless of the customer's claim about receipt.
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6. LOST PACKAGES
If tracking has not updated for more than 30 days after dispatch, the package may be considered lost in transit. In such cases, we may, at our sole discretion, offer a replacement or store credit. We are not obligated to do so. Replacement is not guaranteed and is subject to our review of carrier records and stock availability.
We do not refund the original payment for lost packages. Replacement or store credit only, where offered.
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7. EU CUSTOMERS
Under Article 16(c) of EU Directive 2011/83/EU, the 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. All GothArt products fall under this exemption. EU customers retain only the rights described in Section 2 of this policy.
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8. UK CUSTOMERS
Under the Consumer Contracts Regulations 2013, made-to-order goods are exempt from the 14-day cooling-off period. UK customers retain only the rights described in Section 2.
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9. CONTACT BEFORE DISPUTING
If you have a concern with your order, you must email us before filing any dispute, chargeback, or claim with your bank, card issuer, or payment processor.
Chargebacks filed without first contacting us — particularly for orders delivered with valid tracking — will be disputed with the full evidence available to us, including order records, tracking, communication history, and these Terms accepted at checkout.
We reserve the right to refuse future service to any customer who files a chargeback we deem unjustified.
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10. CONTACT
Email: gothart.shop@gmail.com
Subject line: "Order #[your number]"
We do not handle claims via social media, messaging apps, or any channel other than email. We do not guarantee response times. Claims submitted by methods other than email are not considered submitted.
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GothArt
Managed by Hexora Capitals LLC, registered in the State of Wyoming, United States.