Refund policy

VITRAE RETURN & REFUND POLICY

Last updated: September 26, 2026

We want every order to arrive the way you expected. If something is wrong, we will fix it. This policy explains how returns, replacements, refunds, and cancellations work.

SUMMARY

  • Changed your mind? Request a return within 30 days of delivery. Items must be unused, and you pay return shipping.
  • Arrived damaged, defective, incorrect, or incomplete? Contact us within 14 days of delivery with photos. We will replace the item or refund it at no cost to you.
  • Package lost? See the Lost Packages section of our Shipping Policy. We will reship or refund once the loss is confirmed.
  • Need to cancel? Contact us as soon as possible. Orders can be canceled for a full refund until they are sent for fulfillment.

HOW TO START A REQUEST

Email troncwr2@gmail.com or call (954) 743-6424 (Monday–Friday, 8:00 a.m.–8:00 p.m. Eastern Time) with:

  • Your order number and the email address used at checkout
  • Which item the request is about
  • A short description of the reason
  • Photos, when the request is about damage, a defect, a wrong item, or a missing part

Please contact us before sending anything back. All returns need a return authorization and the correct return address. Packages sent to the sender address printed on the shipping label may not reach us.

CHANGE-OF-MIND RETURNS

You can return an item within 30 days of delivery if you changed your mind or ordered the wrong design or size. To qualify, the item must be:

  • Unused and not hung, mounted, or installed
  • In the same condition you received it, with all included parts (such as the chain, cord, or stand base)
  • Packed securely so it is not damaged in transit

For change-of-mind returns, you pay return shipping, and we recommend a tracked service. There is no restocking fee. Once we receive and inspect the item, we refund the item price to your original payment method. Because return postage can be close to the price of smaller items, you may want to check the cost before sending it back.

DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS

Please contact us within 14 days of delivery. Include:

  • Clear photos of the item that show the problem
  • For shipping damage, photos of the outer box or mailer and the shipping label
  • For a missing item or part, a photo of everything that arrived in the package
  • For a wrong item, a photo of the item you received

What we treat as a problem we will fix:

  • Cracked, broken, or bent pieces
  • Printing defects such as peeling, smeared, or missing areas of the design
  • Missing parts, such as the hanging chain, cord, or stand base
  • A different design, size, or product than the one you ordered

What is not considered a defect:

  • The clear protective film on some acrylic pieces. It is meant to be peeled off before display.
  • Slight color differences caused by lighting, photography, or screen settings
  • Small size differences within the measurements listed on the product page
  • Damage that happens after delivery, including from heat, open flames, moisture, or misuse

Once we confirm the problem, we will send a replacement if the item is available, or issue a full refund if you prefer or a replacement is not available. You will not pay anything for a verified damaged, defective, incorrect, or missing item. In most cases, we will not ask you to send a damaged item back. If we need the item returned, for example to confirm a wrong-item shipment, we will provide a prepaid return label, and your replacement or refund will be issued once the return is on its way.

If you contact us after 14 days, we will still review your request. Prompt reporting simply helps us document the issue and resolve it faster.

REFUNDS

Approved refunds are issued to your original payment method within 5 business days of approval. Your bank or card provider may take an additional 5–10 business days to show the credit. Shipping is free, so there is no shipping charge to refund or deduct.

ONE RESOLUTION PER ISSUE

Each item can receive one replacement or one refund for the same problem. If a replacement also arrives with a problem, contact us and we will issue a refund.

CLAIM RECORDS

We keep a record of every request and how it was resolved. If an order or account has several claims in a short period, we may ask for additional details, such as returning the item, before resolving a new claim. This helps us keep prices fair for all customers. It does not limit legitimate requests.

ORDER CANCELLATIONS

Contact us as soon as possible if you need to cancel. We can cancel an order and issue a full refund until it has been sent for fulfillment, which usually happens within 1 business day. After that, the order will ship, and you can request a change-of-mind return after delivery.

NON-RETURNABLE ITEMS

  • Gift cards
  • Items clearly marked as final sale before purchase (none are currently offered)
  • Items damaged after delivery through misuse, heat, open flames, moisture, or modification

BEFORE YOU DISPUTE A CHARGE

If something is wrong with your order, please contact us first. We can usually resolve a problem faster than a bank or card dispute.

YOUR RIGHTS

Nothing in this policy limits any rights you have under applicable law.

CONTACT

VITRAE
Email: troncwr2@gmail.com
Phone: (954) 743-6424
Customer service hours: Monday–Friday, 8:00 a.m.–8:00 p.m. Eastern Time