Refund policy
GENERAL INFORMATION
All products sold directly through our webshop are covered by applicable consumer protection laws in your country. If you have any questions about whether a specific product qualifies for withdrawal rights or how to file a defect claim, contact us at info@dehgraf.studio or use our request form.
Thank you for choosing Dehgraf, where each piece is crafted with care, precision, and a personal touch.
Last Updated: 23 September 2026
WITHDRAWAL RIGHTS AND RETURNS
Your withdrawal rights depend on where you are located and the type of product you ordered.
For EU and EEA Customers
If you are based in the EU or EEA, you have the statutory right to withdraw from your purchase within 14 days of receiving your order, without needing to give a reason. This applies to standard products only (see exceptions below).
To qualify for withdrawal, your item must be:
- Returned within 14 calendar days of delivery
- Completely unused and in the same condition it arrived in
- In its original, undamaged packaging with all labels and inserts still in place
- Accompanied by your proof of purchase
Return costs: As the purchaser, you are responsible for return shipping. We recommend using a tracked and insured service, as we cannot take responsibility for items lost or damaged in transit.
To start a return, complete our request form. Returns sent without prior confirmation may not be processed. Once we receive and inspect your item, approved refunds are issued to your original payment method within 14 days.
For Swiss Customers
Swiss law does not provide a general statutory withdrawal right for online purchases. However, we voluntarily offer Swiss customers the same 14-day return option available to EU customers, under the same conditions listed above. This is a courtesy we extend to you.
Exceptions: Made-to-Order and Limited Edition Products
Some of our products are made to your specific order or in strictly limited runs. These include any piece where you have specified a custom colour, custom structural elements, or where the colour finish is hand mixed for that specific production run only. In these cases, the exact piece you ordered cannot be recreated identically, which is part of what makes it genuinely one of a kind.
Because these products are made specifically for you or to your specifications, they fall under the exemption in EU consumer law that excludes the standard withdrawal right for goods that are personalised or made to a customer's requirements. This exemption is clearly stated in each product description on our website.
This means we cannot accept returns or offer refunds on made-to-order or custom colour products if you change your mind after placing your order. If you are unsure whether a product falls into this category before buying, please reach out to us before placing your order and we will clarify.
RETURNS FOR DEFECTS AND DAMAGED PRODUCTS
If your item arrives damaged or has a manufacturing defect, this is separate from a change-of-mind return and is handled differently.
You may report a defect or damage within 5 days of receiving your order. To make a claim, complete our request form with photos and a description of the issue. We will review your case and determine next steps, which may include repair, replacement, or a refund. This does not cover cosmetic damage or damage caused after you received the item.
For defect claims, we cover all return shipping costs. If you are based in Zürich, you are welcome to bring the item to our studio by appointment instead of shipping it. Please contact us to arrange a time.
Once we receive and assess the item, we will contact you with our resolution within 14 days.
These rights apply to all products, whether standard, limited edition, or made-to-order. A manufacturing defect is not the same as changing your mind about a purchase.
Special cases: Lamps are not covered for damage resulting from incorrect usage, such as installing incorrect bulbs or incompatible fittings. Individual bespoke commissions (Anfertigung) are treated as B2B orders and exempt from all return and withdrawal terms outlined in this policy.
