Refund policy
Last updated: 1 June 2026
Every work in the Ketom catalogue is an original, a hand-made edition, or made to order. For this reason all sales are final. The protections below cover the things that genuinely can go wrong.
All sales are final
Because each piece is unique or produced by hand, we do not accept returns or exchanges for change of mind. Please read the description, dimensions and materials carefully, and ask the Studio anything before you buy: for 1/1 gallery works the Enquire-to-acquire process exists precisely so we settle every detail first, and a studio viewing by appointment is always welcome before you commit.
Damage in transit (all works)
Every shipment is insured for its full declared value until it is signed for. If a work arrives damaged, do not accept a visibly damaged parcel, and contact the Studio the same day with photographs and a description. We will then offer one of:
- Professional repair at no cost
- Replacement, where the piece can be remade
- Full refund, including return shipping
Damage claims are filed jointly with DHL Express. Once a parcel has been signed for in good condition, responsibility passes to you.
Not as described
If a work is materially not as described, contact the Studio within 3 days of delivery and we will make it right: repair, replacement, or refund.
Made-to-order & 1/1 works
Made-to-order and commissioned pieces enter production once payment is confirmed and cannot be cancelled once production has begun. Unique 1/1 works are final on confirmation of the invoice.
How refunds are issued
Where a refund is due (damage or fault), it is issued to the original payment method:
- Crypto orders: refunded in the same coin, at its value at the time of refund (network rates mean the fiat value may differ from the amount paid).
- Card payments: refunded to the original card, typically within 5–10 business days.
- Bank transfer: refunded by bank transfer, typically within 5 business days.
Contact
Email: ketomplace@gmail.com