Satisfaction Guaranty


We promise 100% RISK FREE satisfaction!

 

If you don't love it we'll take it back!

We want you to love your purchase! If you're not happy, we're not happy. If you are not satisfied for any reason with the final product, you may return your purchase for a replacement or refund within 30 days of receipt.

Safety First Shopping

Your information is secure while shopping on our site. Our SSL secured servers are tested daily to ensure your data will arrive privately and unaltered.

Holy Ship!

Our goal is to ship in 4-7 days. Many items require custom crating or packaging. Please keep that in mind when ordering that larger or oversized item, that it could take the full seven days to have the special boxes or crates created for your art piece. 

Achieve Total Happiness

Your satisfaction is our top priority. If you're not absolutely satisfied with your purchase, you can return it for a full exchange, credit or refund within 30 days of receipt.*
* Some customized products are subject to special return restrictions. See below for details.

Return Policy - Product Restrictions

The following products are subject to special return restrictions.

  • Commissioned Items: We'll keep working to make you happy, or we'll provide you 80% of your money back if we just can't find common ground. Materials and time may have been expended to create work to your specifications. We truly want you to be happy and get it right the first time, but sometimes we're not mind readers. So we appreciate your fairness in reimbursing our materials and efforts at 20% of the original service.

Returning Damaged / Defective Items

In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to our customer support team. In many cases, action (in the form of replacement, refund or account credit) can be taken as soon as substantiation of the claim has been provided by the customer.

If the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to us for inspection before a determination can be made as to the state of the product.

Who covers the return shipping cost?

We will provide a prepaid return shipping label in cases where items have arrived in damaged condition or are confirmed by a Gallery representative to be defective.

For all other cases, return shipping costs are the responsibility of the customer.

Under no circumstance does the Gallery reimburse (or provide credit) for return shipping costs incurred by the customer. If a product is damaged or defective, the recipient must make arrangements with Gallery support as to how the return should be handled prior to placing the items back in transit to the Gallery.

How to request an RMA (Return Merchandise Authorization)

Contact Customer Support through the email at galleryatgruenelakevillage@gmail.com  to request Return Merchandise Authorization (RMA) number. You must make this request within 30 days of receiving the shipment.

  • Be sure to specify the reason for the return request in the body of your "Question," and indicate any preference for replacement (whether exchanging for an identical product or selecting an alternate style, size or color) or a refund.
  • Select "Return Authorization Request" as the topic for your contact.
  • Once the topic is selected, you will be asked to define the product that you are requesting authorization for.
  • Use the Attach Documents field to proactively provide digital images of damaged or defective products.

What the Return Process Usually Entails

  1. Email your request to: galleryatgruenelakevillage@gmail.com
  2. Include the paperwork in your returning package along with your returning items.
  3. Write the RMA number conspicuously on the outside of the package to ensure proper routing upon receipt.
  4. Ship the package to:
    The Gallery at Gruene Lake Village
    Returns Department
    2339 Gruene Lake Drive
    New Braunfels, TX 78130

You will be notified when your return is received at our facilities with an indication as to what will follow.

  • If you have requested a refund, be advised that returning funds usually take 7-21 days to appear in the account used to make the purchase (depending on the processing speed of the bank that issued the funds).
  • If you have requested an account credit, be advised that returning funds usually take 48 hours to appear. This credit, once available, may be used to make a purchase on our site.
  • If you have requested an exchange in a different size or style, an email will be sent letting you know once the reprint has been initiated. 

If you need to contact Customer Support, please submit a question or email us at: galleryatgruenelakevillage@gmail.com