Refund policy

This policy explains when you can return a FAMIKAT order, when you cannot, and exactly what we do if something arrives damaged. We sell two kinds of items and they are treated differently, so please read the section that matches what you bought.

1. Ready-made artwork — 30 days

Any design listed on famikat.com that you ordered in a standard size and colour can be returned within 30 days of delivery for a refund or an exchange, for any reason at all. You do not need to justify the decision to us.

To qualify, the item must be:

unused and undamaged, with the protective film still on the acrylic where applicable;
returned complete, including the power supply, remote, mounting kit and any spare parts;
packed in the original box and inner packaging, or in packaging that protects it at least as well.

Return shipping on a change-of-mind return is paid by you. Once the artwork reaches us and passes inspection, we refund the purchase price to the original payment method within 5 business days. Original shipping charges are not refunded unless the return is the result of our error.

2. Custom and personalised artwork

Custom pieces — anything built from your text, your logo, your artwork, a non-standard size, or a colour combination not offered on the product page — cannot be returned because you changed your mind. Each one is manufactured from scratch for a single customer and has no resale value to anyone else.

This does not limit your rights when something is wrong with the piece. If a custom order arrives damaged, defective, or different from the design you approved, it is covered in full by Section 3.

3. Damaged, defective, or incorrect items

Inspect your order as soon as it arrives. If anything is broken, faulty, or not what you approved, contact us within 14 days of delivery at support@famikat.com.

Put your order number in the subject line and include:

photographs of the artwork showing the problem;
a short video if the fault is electrical — flickering, a dead section, an unresponsive remote;
photographs of the outer box and the inner packaging if the item arrived damaged in transit.

We assess every claim individually and reply within 2 business days. Where the fault is ours or the carrier's, we cover everything: we either send replacement parts, remanufacture the piece to the identical specification, or refund you in full. You choose which. You will never be asked to pay shipping on a claim we accept.

Please keep the packaging until your claim is closed. Carriers require it as evidence, and a claim can be refused without it.

4. Warranty — 24 months

Every FAMIKAT artwork carries a 24-month warranty from the delivery date, covering the LED elements, wiring and power supply against manufacturing defects. Accessories supplied with the artwork — remote, dimmer, adapter — are covered for 12 months.

The warranty does not cover:

damage from dropping, impact, or incorrect installation;
damage from water, extreme heat, or outdoor use of an indoor-rated piece;
use with a power supply other than the one we provided;
normal cosmetic wear, or mounting hardware such as standoff screws.

To make a warranty claim, email support@famikat.com with your order number, a description of the fault, and photos or video. Most faults are solved by sending a replacement part. Where a part will not solve it, we remanufacture the piece.

Within the first 12 months we pay shipping in both directions on an approved warranty claim. From month 13 to 24 we cover the repair or replacement and the return leg to you; you cover sending the item to us.

5. How to start a return

Email support@famikat.com before sending anything back. We will confirm whether the item qualifies and give you the correct return address and instructions.

Items sent back without prior authorisation cannot be accepted or refunded, because we have no way to match an unexpected parcel to an order.

6. Refund timing

Approved refunds are issued to the original payment method. We process them within 5 business days of approving the claim or receiving the returned item. Your bank or card issuer then needs additional time to post the credit — usually 5 to 10 business days, occasionally longer.

If more than 15 business days have passed since we confirmed your refund and you still cannot see it, contact us and we will send you the transaction reference to give your bank.

7. Cancelling an order

You can cancel any order free of charge before production begins. In practice this means within roughly 24 hours of ordering, or any time before you approve the final design proof on a custom piece — whichever comes later.

Once manufacturing has started, a custom piece can no longer be cancelled, because the materials have already been cut and the LED work committed. A ready-made piece can still be cancelled before dispatch.

8. Sale items and gift cards

Discounted artwork is returnable on the same terms as anything else. Gift cards cannot be returned or refunded.

9. European Union — 14-day cooling-off period

If your order is delivered into the EU, you may cancel a ready-made item within 14 days of receipt without giving a reason, and we will refund it. Under EU consumer law this right does not extend to goods made to your specification or clearly personalised, which means custom artwork is excluded. Your statutory rights regarding faulty goods are unaffected and always apply.