Refund policy

Your return rights depend on the country we ship to. The shipping address on the order decides which section applies. Nothing in this policy limits mandatory consumer rights.

Contact: tidegrain@foxmail.com. Please include your order number, the checkout email, photos where relevant, and whether you want a refund or a replacement.

Selecting a wave design and frame finish does not make the artwork a custom-made item. The 14-day cancellation / withdrawal rights below still apply in the United Kingdom and Germany.

If the item is faulty, damaged or not as described (all countries)

Email us as soon as you can and within 14 days of delivery. Send clear photos of the artwork, the frame and the packaging. We will refund, replace or (if you agree) repair.

For these quality problems we pay the return shipping to China. Do not post the parcel until we confirm the method. We refund using the original payment method after we receive the item, or sooner if we agree a refund without return.

These rights sit on top of any extra protection in your country (for example the UK Consumer Rights Act 2015, and statutory quality rights in Germany).

United States — change of mind

US federal law does not give a general cooling-off period for ordinary online purchases. We do not accept returns because you changed your mind, ordered the wrong design or finish, or no longer want the item, unless a US state law requires otherwise in your case.

We still cover items that arrive damaged, are lost in transit, are faulty, or are not as described. In those cases we pay return shipping.

United Kingdom — 14-day cancellation

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel most online goods orders without giving a reason. You have 14 days from the day you receive the artwork to tell us you are cancelling, then a further 14 days to send it back.

Email tidegrain@foxmail.com with a clear statement that you want to cancel, or use the model form at the end of this page. You do not have to use the form.

Send the unused artwork, gift box and accessories to the return address below, in a condition no more used than needed to inspect it as you would in a shop. We may deduct from the refund if the item is damaged by handling beyond that inspection.

You pay the direct cost of returning the parcel to China for a change-of-mind cancellation. Returns are international. The cost can be substantial; get a carrier quote before you ship. We told you this before purchase. If we had not told you, we would have to pay that cost. We refund the price you paid, including the original delivery (the price already included delivery). We refund within 14 days of receiving the goods back or of receiving proof that you sent them, whichever is earlier.

If we never told you about this cancellation right, the period can extend — see GOV.UK distance selling.

Germany — 14-day withdrawal (Widerrufsrecht)

For distance contracts, German and EU law give you 14 days from receiving the goods to withdraw without giving a reason (see Directive 2011/83/EU and §§ 355 ff. BGB). Tell us by email to tidegrain@foxmail.com, or by post to the address below, within those 14 days. Sending the notice in time is enough. Then send the goods back without undue delay and at the latest within 14 days of telling us.

You bear the direct cost of returning the goods to China if you withdraw because you changed your mind. We informed you of this before the contract. The return is an international shipment and can cost a significant amount; please obtain a quote first. We refund all payments received, including the delivery charge included in the price, without undue delay and within 14 days of receiving your withdrawal notice. We may withhold the refund until we have the goods back or you have supplied proof of dispatch.

If the goods are defective, do not use withdrawal only: statutory warranty (Gewährleistung) applies, and we pay necessary return costs for a lack of conformity.

A German-language instruction and model form follow at the end of this page. If there is a conflict, mandatory German consumer law prevails for consumers in Germany.

How to return

Email us first so we can log the request.
Pack the artwork so it cannot be crushed. Keep tracking.
Ship only to the address below. Do not send to any other location.

Return address
Tidegrain
Building 4, Caifu Plaza
Lianping County, Heyuan City
Guangdong Province
China
Phone: +86 130 4960 0007
Email: tidegrain@foxmail.com

Chinese address for the label: 广东省河源市连平县财富广场，Tidegrain，电话 13049600007。

Refunds

Refunds go back to the original payment method. We do not take a restocking fee for a valid UK or German cancellation, or for a quality problem. We never refund more than you paid.

Model cancellation form (UK / EU)

To Tidegrain, Building 4, Caifu Plaza, Lianping County, Heyuan City, Guangdong Province, China, tidegrain@foxmail.com:

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods: [order number and artwork]. Ordered on* / received on*: [date]. Name of consumer(s): [name]. Address of consumer(s): [address]. Date: [date]. Signature (only if this form is notified on paper).

* Delete as appropriate.

Widerrufsbelehrung (Deutschland)

Widerrufsrecht. Sie haben das Recht, binnen vierzehn Tagen ohne Angabe von Gründen diesen Vertrag zu widerrufen. Die Widerrufsfrist beträgt vierzehn Tage ab dem Tag, an dem Sie oder ein von Ihnen benannter Dritter, der nicht der Beförderer ist, die Waren in Besitz genommen haben bzw. hat.

Um Ihr Widerrufsrecht auszuüben, müssen Sie uns (Tidegrain, Gebäude 4, Caifu Plaza, Kreis Lianping, Stadt Heyuan, Provinz Guangdong, China, E-Mail: tidegrain@foxmail.com, Tel.: +86 130 4960 0007) mittels einer eindeutigen Erklärung (z. B. E-Mail) über Ihren Entschluss, diesen Vertrag zu widerrufen, informieren. Zur Wahrung der Widerrufsfrist reicht es aus, dass Sie die Mitteilung über die Ausübung des Widerrufsrechts vor Ablauf der Widerrufsfrist absenden.

Folgen des Widerrufs. Wenn Sie diesen Vertrag widerrufen, haben wir Ihnen alle Zahlungen, die wir von Ihnen erhalten haben, einschließlich der Lieferkosten, unverzüglich und spätestens binnen vierzehn Tagen ab dem Tag zurückzuzahlen, an dem die Mitteilung über Ihren Widerruf bei uns eingegangen ist. Wir können die Rückzahlung verweigern, bis wir die Waren wieder zurückerhalten haben oder bis Sie den Nachweis erbracht haben, dass Sie die Waren zurückgesandt haben, je nachdem, welches der frühere Zeitpunkt ist.

Sie tragen die unmittelbaren Kosten der Rücksendung der Waren. Die Waren sind nach China zurückzusenden; die Kosten können erheblich sein.

Sie müssen für einen etwaigen Wertverlust der Waren nur aufkommen, wenn dieser Wertverlust auf einen zur Prüfung der Beschaffenheit, Eigenschaften und Funktionsweise der Waren nicht notwendigen Umgang mit ihnen zurückzuführen ist.

Muster-Widerrufsformular. An Tidegrain, Gebäude 4, Caifu Plaza, Kreis Lianping, Stadt Heyuan, Provinz Guangdong, China, tidegrain@foxmail.com: Hiermit widerrufe(n) ich/wir (*) den von mir/uns (*) abgeschlossenen Vertrag über den Kauf der folgenden Waren (*): [Bestellnummer]. Bestellt am (*) / erhalten am (*): [Datum]. Name des/der Verbraucher(s). Anschrift des/der Verbraucher(s). Datum.