Refund & Returns

At VO2 Atelier, every frame is personalized and assembled for you after your order is placed. Because of the handcrafted and made-to-order nature of our products, we have specific guidelines around returns and refunds.

 

─── Non-Personalized Frames ───

 

If you ordered a frame without any personalization (no custom name, no Digital Memory Page), you may return it within 7 days of delivery, provided it is unused, unassembled, and in its original packaging.

 

To initiate a return, contact us at studio@vo2atelier.com within 7 days of receiving your order. We will guide you through the return process. Return shipping costs are the responsibility of the customer.

 

─── Personalized Frames ───

 

Frames that include personalization — including custom name, event details, Digital Memory Page, or any other customization — cannot be returned or refunded. This is because these frames are built uniquely for you and cannot be resold.

 

However, if your personalized frame arrives damaged or defective, you are fully covered under our Damage Guarantee (see below).

 

─── Damage Guarantee ───

 

If your frame arrives damaged in any way, we will replace it at no cost to you — no questions asked.

 

To claim a replacement:

1. Take clear photos of the damage immediately upon opening

2. Email the photos to studio@vo2atelier.com within 48 hours of delivery

3. We will confirm your replacement order within 24 hours

 

We stand fully behind the quality of every frame that leaves our atelier.

 

─── Order Cancellations ───

 

Orders may be cancelled within 12 hours of placement, provided assembly has not yet begun. To cancel, email studio@vo2atelier.com as soon as possible with your order number. Once assembly has started, cancellations cannot be accepted.

 

For any questions, contact us at studio@vo2atelier.com — we are always happy to help.