Refund policy
Custom Art & Print-on-Demand Products
Because our artwork is custom-printed to order through our production partner, Gelato, we do not accept returns or exchanges for change of mind or buyer's remorse. Every piece is produced specifically for your order.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. If your order arrives with a print error, damage, or defect, please contact us at tvvh.urban@gmail.com within 30 days of receiving your item with a photo of the issue. We will arrange a replacement at no additional cost to you.
To initiate a claim, contact us at tvvh.urban@gmail.com. If a physical return is required, items must be sent to: 912 10th Avenue, Lachine, QC, Canada H8S 3G2. This will be done at your expense and will be refunded upon the successful completion of your claim. Items sent back without prior authorization will not be accepted. Gift cards are non-refundable.
European Union — 14-Day Cooling Off Period
If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. However your item must be in the same condition as received, unused, with tags, and in its original packaging.
Please note: "Custom-printed and personalised items are exempt from the 14-day right of withdrawal under EU Directive 2011/83/EU, Article 16(c)."
Return shipping costs in this case are the responsibility of the purchaser.
Refunds for Defective/Incorrect items
Once we've received and inspected your return, we'll notify you of the outcome. If approved, a refund will be issued to your original payment method within 10 business days. If more than 15 business days have passed since approval, please contact us at tvvh.urban@gmail.com.
- For more information on our partner Gelato's return policy please visit Gelato's return policy page
- For more information on our partner Contrado's return policy please visit Contrado's Return Policy Page
Return Authorization Requirement
To initiate a return or claim, customers must have a registered account with TVVH Urban Design. If you do not have an account, please create one before submitting your request:
Once logged in, you may initiate your return request through your account portal or by contacting us at tvvh.urban@gmail.com for assistance.
| Carrier | Coverage | Website |
|---|---|---|
| DHL Express | Worldwide | dhl.comdhl.com |
| UPS | Worldwide | ups.comups.com |
| FedEx | Worldwide | fedex.comfedex.com |
| DPD | Europe-wide | dpd.comdpd.com |
| GLS | Europe-wide | gls-group.com |