Returns and Exchanges

Exchange and Returns

At Prime Wall Art, we use cutting-edge technology to manufacture our products, prioritizing quality and customer satisfaction.

Out of respect for our customers and to maintain the credibility we have earned with them, we have created a simple and objective exchange and return policy to ensure an effective, fast, and, most importantly, satisfying process.

To request an exchange or return, the order must be marked as delivered. If the product is still in possession of the carrier, it will be necessary to wait for the delivery at the customer’s address.

If possible, we may request that the delivery be stopped, and in this case, the customer must wait for the product to be returned to our company.

From the date of receipt of the product, the customer has 7 calendar days to return it due to withdrawal and 30 calendar days for exchanges.

Situations where the customer can request an exchange or return of the product:

  • Withdrawal (purchase regret);
  • Product with partial or total damage;
  • Product not in accordance with the purchase;
  • Product not delivered due to theft or loss.

Important:

  • Products with signs of use may have the exchange or return request denied. If the customer finds that the product has any damage or other irregularities, we recommend that they contact the company immediately. It is important that the product is not used, and in case of damage, we ask the customer not to attempt to repair it themselves.
  • Personalized frames cannot be resold or reused, and for this reason, they cannot be exchanged or returned unless they have a manufacturing defect, a mistake in personalization on our part, or if they are damaged.


Guidelines and Procedures for Exchange and Return

When receiving the product, we recommend that it is checked before signing the delivery receipt from the carrier, and if any irregularities are found, we recommend that the customer refuse the delivery.

In this case, it will be necessary to write on the back of the invoice being returned:

  • Reason for refusal/return;
  • Name and CPF (Tax ID) of the person returning it;
  • Date of return.

If the customer chooses to exchange or return the product after receiving it, they should send a request to our Support Team – suporte@quadrosdecorativos.com (email) or +55 (31) 99338-9674 (WhatsApp).

The following information must be provided:

  • Order number;
  • Full name and CPF;
  • Reason for return or exchange;
  • Photos and/or videos that identify the reported issue.

We will evaluate the information, and if the request is approved, we will inform the customer of the next steps regarding the return, shipment of a new product, or cancellation.

In cases where it is necessary to return the product to the company, it should preferably be returned in the original packaging with corner protectors, bubble wrap, and cardboard or wooden packaging.

If the packaging has been discarded, the customer must arrange for new suitable packaging for transport.

Cancellation and Refurn

For approved return requests, we will arrange for the product to be collected from the customer’s address or provide a postage authorization via the Post Office.

Once the product is returned, it will be evaluated by the Logistics team, and if no irregularities are found, the order will be canceled within 7 business days, counting from the date the item is received by the company.

  • Orders paid via bank slip or PIX: the refund will be made via deposit into the account of the holder/responsible for the order.
  • Orders paid via credit card: the refund will be processed by reversing the transaction with the credit card administrator. The respective amount will appear as a credit on the cardholder's bill depending on the processing time by the issuing bank and the customer’s billing cycle, which may take up to two billing cycles to be reflected.