Refund policy

Last updated: July 2026

This Return & Refund Policy applies to purchases made through www.kolorsbrand.us for delivery in the United States and Canada.

1. Made-to-order artwork

Most KOLORS artwork is produced after an order is confirmed. Each piece is manufactured according to the artwork, size, material, finish, and frame selected by the customer.

2. No change-of-mind returns

KOLORS does not accept returns or issue refunds solely because a customer changes their mind, chooses the wrong size, material, finish, or frame, or no longer wants a correctly produced item.

The European Union’s 14-day withdrawal right does not apply to purchases made through this Site for delivery in the United States or Canada.

This rule does not limit any mandatory right available under the law of the customer’s state, province, or territory.

3. Personalized and custom artwork

Personalized and custom artwork is final sale once the customer approves the design or production begins. This includes artwork containing a personal photograph, name, date, message, custom colors, special dimensions, or any other customer-specific modification.

Custom and personalized products remain eligible for a remedy if they arrive damaged, defective, materially different from the approved design, or otherwise incorrect.

4. Damaged, defective, or incorrect orders

Please inspect the artwork and packaging promptly after delivery. If the item arrives damaged, defective, or different from what was ordered, contact contact@kolorsbrand.us within 7 days of delivery whenever reasonably possible.

Please include:

  • your full name and order number;
  • a photograph of the entire artwork;
  • close-up photographs clearly showing the issue;
  • photographs of the shipping box and protective packaging; and
  • a photograph of the shipping label.

Keep the artwork, box, and all protective packaging until we provide further instructions. The 7-day reporting request helps us investigate the shipment and does not shorten any non-waivable legal warranty or claim period.

5. Available remedies

After reviewing the claim, KOLORS may provide a replacement, repair, refund, or another appropriate remedy. The remedy will depend on the nature of the issue, product availability, and applicable consumer law.

A confirmed replacement or refund for a damaged, defective, or incorrect product will be provided without improper cost to the customer. KOLORS may require the original item to be returned and will provide instructions when necessary.

6. Normal variations

Minor differences caused by screen settings, lighting, printing processes, canvas texture, material finish, or Plexiglas reflections are not necessarily defects. A materially incorrect image, size, color, finish, orientation, or print quality may be reviewed as a product issue.

7. Damage after delivery

To the extent permitted by law, this policy does not cover damage caused after delivery by incorrect installation, unsuitable wall hardware, a fall, mishandling, scratching, excessive moisture or heat, abrasive cleaning, customer modification, or use contrary to the supplied care instructions.

This exclusion does not apply when the damage results from a defect that existed when the product was delivered.

8. Return authorization

Do not return an artwork before contacting KOLORS. Returns sent without prior instructions or to an incorrect address may be refused or delayed.

An authorized return must be:

  • complete and unmodified;
  • securely protected for transportation;
  • returned with all parts and accessories; and
  • placed in its original packaging or equivalent protective packaging.

9. Refunds

Approved refunds are issued to the original payment method. Depending on the bank or payment provider, additional processing time may be required before the credit appears on the customer’s account.

When a full refund is legally required because KOLORS cannot ship or fulfill the order, the refund will include all amounts required by applicable law. A legally required refund will not be replaced with store credit without the customer’s agreement.

10. Lost or undelivered packages

If tracking has not updated for several business days or a package is marked delivered but cannot be located, contact contact@kolorsbrand.us with the order and tracking numbers. We may need to open an investigation with the carrier before confirming the appropriate remedy.

Mandatory cancellation and refund rights for delayed or undelivered online orders remain applicable, including any rights available to Québec consumers.

11. Consumer rights

Nothing in this Policy excludes or limits a warranty, statutory guarantee, cancellation right, refund right, or other consumer remedy that cannot be waived under applicable United States federal or state law, or Canadian federal, provincial, or territorial law.

12. Contact

KOLORS — Kreatif
Email: contact@kolorsbrand.us
Address: 8 bis rue Abel, 75012 Paris, France
Website: www.kolorsbrand.us