Returns & Refunds

At 1-OPH, every piece we create is treated as a work of art — crafted with care, precision, and intention. This Returns & Refunds Policy outlines how we handle returns, exchanges, cancellations, and refunds in a fair and transparent manner, while protecting both our clients and our craft.

By placing an order with 1-OPH, you acknowledge and agree to the terms below.

1. Eligibility for Returns

You may request a return only if one of the following applies:

• The item arrives damaged
• You receive an incorrect item
• The item has a clear manufacturing defect

Return requests must be submitted within 7 calendar days of delivery.

To be eligible, items must:

• Be unused and in original condition
• Be returned in original packaging (including crates, padding, and protective materials)
• Be accompanied by proof of purchase

2. Non-Returnable & Non-Refundable Items

Due to the bespoke and artistic nature of our work, the following are non-returnable and non-refundable, unless damaged or defective upon arrival:

• Custom-made or commissioned sculptures
• Made-to-order or personalized items
• Items approved by the client prior to production (drawings, renders, samples, or finishes)
• Items damaged due to misuse, mishandling, incorrect installation, or improper care

Artistic Variations

Natural variations in color, texture, veining, patina, surface finish, or proportion are inherent to handcrafted and artistic production. These are not considered defects and do not qualify for returns or refunds.

3. Return Request Process

To initiate a return request:

1. Email hello@1oph.com

2. Include:

• Order number
• Clear photos/videos of the item
• Photos of the external and internal packaging

Our team will review your request and respond with next steps if approved.

Unauthorized returns will not be accepted.

4. Return Shipping

• Customers are responsible for return shipping costs unless the item is confirmed as defective or incorrect
• Returned items must be shipped using a trackable and insured service
• 1-OPH is not responsible for items lost, delayed, or damaged during return transit

For large or crated artworks, return logistics must be coordinated and approved in advance.

5. Refunds

Once a returned item is received and inspected:

• Approved refunds are processed within 7–14 business days
• Refunds are issued to the original payment method
• Original shipping, handling, installation, and customs fees are non-refundable, unless required by law

If an item shows signs of use, damage, or altered condition, a refund may be reduced or declined.

6. Exchanges

• Exchanges are offered only for damaged or defective items, subject to availability
• If a replacement is unavailable, we may offer:
  1. A refund
  2. Store credit (valid for future purchases)

7. Shipping Damage Claims

If your order arrives damaged:

• Notify us within 48 hours of delivery
• Provide clear photos of:
  1. The item
  2. The internal packaging
  3. The external crate or boxFailure to report damage within this timeframe may affect eligibility for a claim.

8. Order Cancellations

• Orders may be canceled only before production or shipment begins
• Once production has started or an item has shipped, cancellations are not possible
• Custom and commissioned works cannot be canceled once fabrication has commenced

Any approved cancellation may be subject to administrative or design fees.

9. International Orders & Customs

For international shipments:

• Customs duties, import taxes, and clearance fees are non-refundable
• 1-OPH is not responsible for delays caused by customs authorities or border inspections

10. Governing Law

This policy is governed by the laws of the United Arab Emirates and complies with applicable consumer protection regulations.

11. Contact Information

For any questions regarding returns, refunds, or order issues, please contact:

1-OPH Art Fabricators

📧 Email: hello@1oph.com

📍 Address: ABA Avenue, Warehouse 22, Dubai, UAE